Malina Casino - Povlačenje igrača je odloženo.

Dear CasinoGuru

I requested a cryptocurrency (Litecoin) withdrawal of 27,985 HUF on May 3rd, 2026. The transaction (ID: db718c9c-2c77-4fe6-a60a-f011a2de06e8) has been stuck in "Under Review" status for more than 16 days now.

My casino dashboard explicitly states that "Your account does not require verification", meaning there are no pending KYC requests. I have contacted Live Chat numerous times and sent formal emails, but I only receive generic templates, and my funds are being withheld without any explanation.

Furthermore, I have an additional 70,000 HUF balance left in my account, and I am deeply concerned that the casino is intentionally delaying my payments. I am asking for CasinoGuru's assistance to resolve this dispute.

Thank you for your help in advance!

Best Regards

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate the winnings you are trying to withdraw? Were they slots, live casino games, or sports betting?
• Did you accumulate these winnings with or without using a bonus?
• What explanation did the casino provide for delaying the payout of your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for taking my case. Here are the answers to your questions:

- Have you made any successful withdrawals from this casino before?

 No, this is my first withdrawal attempt from this casino.

- What types of games did you play to accumulate the winnings?

 I only played sports betting.

- Did you accumulate these winnings with or without using a bonus?

 I did not use any bonuses. The winnings were accumulated purely from my own raw cash deposit.

- What explanation did the casino provide for delaying the payout? 

They never responded to my official emails. When I contact them via Live Chat, the operators only give me generic replies, stating that in some cases withdrawals might take longer, and they tell me to just relax. They have never provided any concrete reason or explanation for the delay.

Thank you for your assistance.

Best regards,

Jozsef1208

Dear Jozsef1208

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Dear Jozsef1208,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Malina Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not yet been processed?

Thank you in advance for providing the information.

Dear Jozsef1208,

Thank you for reaching out and bringing your case to our attention.

We would like to inform you that the cryptocurrency withdrawal in question was already successfully processed and settled from our end on May 22nd.

Regarding the remaining account balance and your current account status, we have already contacted our relevant department to thoroughly review the situation. We are closely monitoring this process and will provide an update right here as soon as we receive further information.

Thank you for your patience and understanding.

Best regards,

Malina Casino Team

Dear Malina Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Casino Guru and Malina Casino,

I sent the requested information 4 days ago, and I am currently waiting for updates.

Regards,

József

Dear Jozsef1208,

We are writing to provide an update regarding your account status and the remaining balance, following the thorough review conducted by our relevant department.

First, we would like to thank you for your patience during this process.

Please be informed that, based on an administrative decision, your account has been permanently closed. This action has been taken in accordance with Clause 3.9 of our General Terms and Conditions, which states: "We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

However, regarding your remaining funds, we are pleased to inform you that the balance has been successfully processed and transferred to your designated Skrill account.

Depending on the payment provider's standard processing times, the funds should reflect in your account shortly.

Best regards,

Malina Casino Team

Dear Malina Casino Team,

can you kindly send me some supporting evidence to my email address? (martina.b@casino.guru)

Thank you very much in advance

Dear Martina,

Could you please specify exactly what information or supporting evidence you are requesting?

Please be advised that, according to our terms and conditions, we are not required to provide a specific justification for account closures. Furthermore, we can confirm that the remaining balance on the account has already been fully paid out to the player.

We look forward to your clarification so we can better assist you.

Best regards,

Malina Casino Team

Dear Malina Casino Team, I understand!

I just needed some supporting evidence showing that the balance have been fully played to the player. Thank you so much.

Dear Martina,

Thank you for the update.

We have just sent the requested supporting evidence to your email. Please review your inbox at your earliest convenience.

Best regards,

Malina Casino Team

Greetings, all.

Thank you, Malina Casino, for providing all the information and the evidence about this case.

Dear Jozsef1208,

Given the evidence, the casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.