Hello dear Casino Guru Team,

On March 16, 2025, I deposited €143 for a (350% up to €500) casino bonus.

Real money and bonuses are separate at this casino. Before using the bonus, I was lucky enough to make a profit with my real money.

I now have €5,296 in real money in my casino account that I would like to withdraw. I have currently requested three €500 withdrawals. The €500 bonus was automatically canceled upon withdrawal.

No documents have been requested for verification yet. My verification tab states that my account does not need to be verified at this time.

I have already sent an email to Malina Casino support and asked why my withdrawals have still not been processed after 2 weeks.

Here is an excerpt from the response from the email from Malina Casino Support:

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We understand the importance of timely withdrawals and apologize for any inconvenience caused by the current delay. Rest assured, our team is actively working to expedite the process and ensure that your withdrawals are processed as swiftly as possible.

Your patience and understanding are greatly appreciated as we strive to provide you with the best service possible.

Thank you for your continued support and trust in us.

-------------------------

Since I have been waiting for a payout for almost a month now, I have decided to write a complaint and hope you can help me resolve this case.

Best regards,

Michael

Hallo liebes Casino Guru Team,

Am 16.3.2025 habe ich 143€ für einen (350% bis zu 500€) Casino Bonus eingezahlt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Bevor ich den Bonus genutzt habe, hatte ich Glück und konnte mit meinem Echtgeld einen Gewinn erzielen.

Nun habe ich 5296€ Echtgeld auf dem Casino Konto, die ich gerne auszahlen m?chte. Aktuell habe ich 3x 500€ zur Auszahlung beantragt. Der 500€ Bonus wurde bei der Auszahlung automatisch storniert.

Es wurden bisher noch keine Dokumente zur Verifizierung angefordert. In meinem Verifizierungstab steht, dass mein Konto zur Zeit nicht verifiziert werden muss.

Ich habe bereits eine Email an den Support vom Malina Casino geschrieben und gefragt, warum meine Auszahlungen nach 2 Wochen immer noch nicht bearbeitet werden.

Hier ist ein Auszug der Antwort aus der Mail vom Malina Casino Support kopiert:

------------------------

We understand the importance of timely withdrawals and apologize for any inconvenience caused by the current delay. Rest assured, our team is actively working to expedite the process and ensure that your withdrawals are processed as swiftly as possible.

Your patience and understanding are greatly appreciated as we strive to provide you with the best service possible.

Thank you for your continued support and trust in us.

-------------------------

Da ich nun schon fast einen Monat auf eine Auszahlung warte, habe ich mich entschlossen, eine Beschwerde zu schreiben und hoffe, sie k?nnen mir bei der Kl?rung dieses Falls behilflich sein.

liebe Grü?e,

Michael

Hello Popy71,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Malina Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Have you ever processed a withdrawal in the past?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Nick,

Here are the answers to your questions:

Can you please tell us if your account has already been verified and, if so, since when exactly?

No.

Today, after 4 weeks, I received a verification request on the casino website, which I will process today.

Have you ever made a withdrawal in the past?

No, this is the first payout.

When was the last time you spoke to the casino and what was it about?

The last email I sent to the casino's support team was on April 9, 2025. In this email, I reminded the casino that I've been waiting for my first withdrawal for almost a month and that I will file a complaint if no withdrawal is processed in the next few days.

kind regards,

Michael

Hallo Nick,

Hier die Antworten zu ihren Fragen:

K?nnen Sie uns bitte mitteilen, ob Ihr Konto bereits verifiziert ist und wenn ja, seit wann genau?

Nein.

Heute nach 4 Wochen habe ich dann eine Verifizierungsanforderung auf der Casinoseite erhalten, die ich heute auch bearbeiten werde.

Haben Sie in der Vergangenheit schon einmal eine Auszahlung vorgenommen?

Nein, das ist die erste Auszahlung.

Wann haben Sie das letzte Mal mit dem Casino gesprochen und worum ging es?

Die letzte Email, die ich an den Support des Casinos gesendet hatte war am 9.4.2025. In dieser Mail habe ich das Casino nochmal daran erinnert, das ich bereits seit fast einem Monat auf eine erste Auszahlung warte und das ich eine Beschwerde schreiben werde, sollten in den n?chsten Tagen keine Auszahlung realisiert werden.

lieben Gru?,

Michael

Dear Popy71,

We would kindly request to provide us the requested documents in order to complete your account verification and subsequently, your payment.

Thank you in advance.

Kind Regards,

MalinaCasino Team

Hello,

My verification tab is requesting additional documents. I don't know which ones are needed. Live chat hasn't been able to help me either. Please let me know what other documents you need.

Hallo,

In meinem Verifizierungs-Tab werden zus?tzliche Dokumente angefordert. Ich wei? aber nicht welche Dokumente ben?tigt werden. Auch der Live Chat konnte mir nicht weiterhelfen. Bitte teilen Sie mir mit, welche Dokumente sie noch ben?tigen?

Dear Malina Casino,

Can you please clarify here which exact documents do the player still need to provide?

Thank you in advance.

Regards,

Nick

Hello Nick,

Malina Casino contacted me with the following email:

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Hyill (MalinaCasino)

Apr 18, 2025, 11:16 PM EEST

Dear Michael Grande,

Thank you for contacting our Customer Support team.

We are pleased to assist you!

The information we kindly request is as follows: a complete list of transactions made using the payment method you used to top up your account, covering the period from January to March.

We value the opportunity to assist you and appreciate your continued trust.

If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.

Yours sincerely,

Customer Service

------------------------------------------------------

I have already uploaded my Jeton Account Statement to the casino on their verification page, which shows the period from October 9, 2024, to April 9, 2025.

Can you please tell me exactly which additional document you need, apart from the Jeton Account Statement you have already received?

If your message refers to my Jeton account, I didn't need to top up my Jeton account for the period from January to March because there was enough money available in the account. All transactions from January to March are casino deposits and withdrawals.

kind regards,

Michael

Hallo Nick,

das Malina Casino hat sich mit folgender Email an mich gewandt:

--------------------------------------------------

Hyill (MalinaCasino)

18. Apr. 2025, 23:16 OESZ

Dear Michael Grande,

Thank you for contacting our Customer Support team. 

We are pleased to assist you!

The information we kindly request is as follows: a complete list of transactions made using the payment method you used to top up your account, covering the period from January to March.

We value the opportunity to assist you and appreciate your continued trust.

If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.

Yours sincerely,

Customer Service

-----------------------------------------

Ich habe dem Casino bereits mein Jeton Account Statement auf ihrer Verifizierungsseite hochgeladen, dass den Zeitraum vom 9.10.2024 bis 9.4.2025 aufzeigt.

K?nnen Sie mir bitte genau schreiben, welches Dokument sie zus?tzlich noch ben?tigen, au?er das Jeton Account Statement, das sie schon erhalten haben?

Falls sich ihre Nachricht auf mein Jeton Konto bezieht, so habe ich mein Jeton Konto für den Zeitraum von Januar bis M?rz nicht aufladen müssen, da genug Geld auf dem Konto zur Verfügung stand. Alle Transaktionen von Januar bis M?rz sind Casino Ein -und Auszahlungen.

lieben Gru?,

Michael

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Popy71,

We would kindly request to provide us the transaction history of the payment method used to top up your Jeton account for January - March 2025, showing all the incoming and outgoing payments, including the Jeton top-ups, so as to complete your account verification.

Thank you for your cooperation!

Kind Regards,

Malina Casino Team

Hello,

to your message:

As I wrote above, I did not need to top up my Jeton account from January to the end of March 2025, as there is enough money in my Jeton account. All transactions from January to March are

Deposits and withdrawals from casinos. I have uploaded a Jeton account statement for the period January to March 2025 to your verification page. You can see all transactions there.

They are demanding something from me that I cannot provide because I have not topped up my Jeton account during this time.

How do you know that I should have topped up my Jeton account during this period?

Greeting,

Michael

Hallo,

zu ihrer Nachricht:

Wie ich oben bereits geschrieben habe, brauchte ich mein Jeton Konto von Januar bis ende M?rz 2025 nicht aufladen, da sich genug Geld auf meinem Jeton Konto befindet. Alle Transaktionen von Januar bis M?rz sind

Ein und Auszahlungen von Casinos. Ich habe ihnen nochmals ein Jeton Account Statement für den Zeitraum Januar bis M?rz 2025 auf ihrer Verifizierungsseite hochgeladen. Dort sehen sie alle Transaktionen.

Sie verlangen etwas von mir, was ich ihnen nicht zur Verfügung stellen kann, da ich mein Jeton Konto in dieser Zeit nicht aufgeladen habe.

Wie kommen sie darauf, dass ich mein Jeton Konto in diesem Zeitraum aufgeladen haben soll?

Gru?,

Michael

Thank you Popy71 for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Popy71,

It's Michal again. I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Malina Casino to join the conversation.

Dear Malina Casino,

The player has indicated that the funds in their Jeton account/wallet originate from winnings at other casinos. Given their substantial balance, it is reasonable that they have not added more funds to the Jeton account/wallet. If there are any specific concerns regarding certain transactions, please clarify which ones so that the player can offer an explanation.

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at [email protected]

Dear all,

We are pleased to inform you that player's account verification has been successfully completed.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Thank you for the positive update, Malina Casino Team.

Dear Popy71,

As per the casino team's response, your verification has been successfully completed. I anticipate that the withdrawals will now be processed as usual. Kindly inform me upon their receipt so that I may consider this matter resolved.

Hello Michael,

My three €500 withdrawals were canceled by the casino on May 19, 2025. I don't know why. I've now requested three more €500 withdrawals via Jeton. However, nothing has been paid out yet.

kind regards,

Michael

Hallo Michal,

meine 3x 500€ Auszahlungen wurden am 19.5.2025 vom Casino abgebrochen. Ich wei? nicht warum. Nun habe ich erneut 3x 500€ via Jeton zur Auszahlung beantragt. Bisher wurde aber noch nichts ausgezahlt.

lieben Gru?,

Michael

Dear Malina Casino Team,

Can you please clarify why the previous withdrawals were cancelled?

Dear Michal,

We would like to inform you that the previous withdrawals were cancelled as per pending account verification.

We can now confirm that the player's account verification has been successfully completed.

Dear Popy71,

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you all for your cooperation.

Kind Regards,

Malina Casino Team

Hello Michal and hello Malina Casino Team,

Thanks for the last message. I can confirm that Malina Casino has paid out three €500 withdrawals to date.

kind regards,

Michael

Hallo Michal und hallo Malina Casino Team,

danke für die letzte Nachricht. Ich kann best?tigen, dass das Malina Casino bis heute 3x 500€ ausgezahlt hat.

lieben Gru?,

Michael

Thank you for the positive update, Popy71.

Please inform me when you have received all of your winnings.

Hello Michael,

€2,000 has been paid out so far. Currently, three €500 withdrawals have been requested, but the casino hasn't yet processed them.

kind regards,

Michael

Hallo Michal,

2000€ wurden bis jetzt ausgezahlt. Im Moment sind 3x 500€ zur Auszahlung beantragt, die vom Casino aber noch nicht bearbeitet wurden.

lieben Gru?,

Michael

Dear Popy71,

We would like to inform you that your payment is in process.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Dear Popy71,

We currently have some system issues that are temporarily causing trouble with posting responses. The casino team informed us of this via email:

"Dear Popy71, 

 

We are pleased to inform you that your previous pending withdrawals have been successfully completed.

 

We would like also to kindly inform you that we endeavour to complete the new submissions as soon as possible.

 

Thank you for your cooperation.

 

Kind Regards,

Malina Casino Team"

If you wish to comment on this, please do so via email to me at [email protected]

Hello Michael,

I can confirm that all payments have been processed and paid out.

Thanks for the help,

kind regards,

Michael

Hallo Michal,

ich kann best?tigen, dass alle Zahlungen bearbeitet und ausgezahlt wurden.

danke für die Hilfe,

lieben Gru?,

Michael

Dear Popy71 / Michael,

Thank you for the confirmation. I'm glad that our intervention helped to resolve the situation in a reasonable manner and that you received all the winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru