Complaint #138 MalinaCasino

Failed to close my account after my addiction request

By Ugo P.

22 hours ago

I am filing this complaint regarding MalinaCasino’s failure to close my account after I explicitly requested the closure of my account due to my gambling addiction on 12 June 2026.

On 12 June 2026, I contacted MalinaCasino and clearly explained that I wanted my account to be closed because of my gambling addiction. My request was therefore not a simple request to temporarily stop playing, but a clear request for account closure because I was experiencing a gambling problem.

Despite this request, MalinaCasino did not close my account. I remained able to access my account, make deposits and continue gambling after I had informed them of my gambling addiction.

Furthermore, after my request for closure, I continued to receive promotional communications and offers from MalinaCasino encouraging me to continue using the casino. I consider this particularly concerning because the casino had already been explicitly informed of my gambling addiction and my request to close my account.

As a result, I continued to make deposits and suffered further losses after the date on which I had explicitly requested account closure.

I subsequently contacted MalinaCasino again regarding this matter. I was eventually informed that my request had been forwarded to the relevant department, but despite my repeated attempts to obtain a response, I have still not received a substantive response or a satisfactory resolution.

I am therefore requesting a refund of the deposits and losses incurred after my account closure request of 12 June 2026. These transactions occurred after I had explicitly informed MalinaCasino of my gambling addiction and requested that my account be closed.

I can provide evidence of my original account closure request, the subsequent promotional communications I received, my communications with MalinaCasino, and the transactions made after 12 June 2026.

I would like AskGamblers to review the complete circumstances of my case and assist me in obtaining an appropriate resolution and refund.

Disputed Casino MalinaCasino

Reason Account closure

Amount €16525

Discussion

74 hours left for MalinaCasino to respond.

Gigi_7

• France

21 hours ago

Hello,

I would like to clarify the exact amount I am claiming in relation to my complaint.

I have reviewed my transaction history and, to avoid any dispute regarding transactions made on June 12, I have decided not to include any transactions from that date in my claim.

From June 13, 2026 onwards, I identified €19,425 in documented deposits.

During the same period, I received €2,900 in completed withdrawals.

Therefore, the net amount I am claiming is €16,525.

My claim concerns the fact that, after I had requested the closure of my account due to gambling addiction, I was nevertheless able to continue depositing and gambling.

Amount claimed: €16,525.

I am attaching the relevant transaction history screenshots supporting this amount.

Thank you for reviewing my complaint.

AskGamblers

• Support Team

22 hours ago

Dear @Gigi_7,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

MalinaCasino Complaint Stats

Resolved 55 / 56

Avg. Amount $4,077

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Complaint Status

74h left

€16,525

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Malina Casino - VIP Cashback not paid and no response from casino

I am a highest-level VIP player with MalinaCasino and am supposed to have dedicated VIP support.

I was opted into daily cashback and was eligible for cashback on my qualifying deposits made on 6 August. The cashback due on 7 August was not credited.

I have repeatedly contacted MalinaCasino and received no response or acknowledgement whatsoever, despite being a highest-tier VIP player.

Iv had this problem more than once now & can never seem to reach my supposed "dedicated" VIP manager at all.

I am requesting acknowledgement of my complaint and the cashback owed.

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Delayed whitdrawal

Dear AskGamblers Team,

I am requesting your assistance regarding a delayed withdrawal from Malina Casino.

I submitted a withdrawal request of 5,000 NOK on 7 July 2026. According to the casino’s stated withdrawal policy, withdrawals should be processed within 3–5 business days. My withdrawal has now been pending for almost two weeks, and the stated processing timeframe has been exceeded.

I have contacted the casino’s live chat on numerous occasions to request updates. Each time I have been informed that my withdrawal is being finalized and that I should receive my funds "any moment now." Despite these assurances, my withdrawal remains pending and no payment has been received.

I have followed the casino’s procedures and have waited beyond their stated processing timeframe. I would greatly appreciate AskGamblers' assistance in helping to resolve this matter and ensuring that my withdrawal is processed.

Thank you for your time and assistance.

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Pending bank transfer withdrawals

**Complaint Title:** Malina Casino delaying multiple withdrawals totaling €1,000

**Complaint Text:**
I am filing this complaint against Malina Casino regarding two delayed bank transfer withdrawals totaling €1,000.00. Both transactions are stuck in the processing phase without any valid reason.

Here are the details of the two pending transactions:

1. **Amount: €400.00**

* Date of Request: June 29, 2026, 16:23:17
* Transaction ID: 034f7ffa-424f4-4fce-acd7-199ce4878d83
* Status: Stuck at step 2 ("Bij behandeling" / "Under review")

2. **Amount: €600.00**

* Date of Request: July 1, 2026, 07:17:09
* Transaction ID: 8f808719-7c78-489a-9fe7-a8fafe1a7b9b
* Status: Stuck at step 2 ("Bij behandeling" / "Under review")

I have contacted the live chat support multiple times regarding both requests, but I only receive standard, automated, and repetitive copy-paste answers telling me to wait. My account is fully verified, and there is no legitimate reason for this delay.

I request Malina Casino to approve and process both payouts (totaling €1,000.00) immediately. I have attached the screenshots of both pending transactions as proof.

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Canceling withdrawals

I won 24 k

They won't pay me out, and they keep canceling my withdrawals. They say it's an issue with my bank, but I was able to withdraw prior to my big win.

Now cannot get anything only got about 6k so far, and 6 k still sitting in there. I played back the rest because I got sick of being declined on withdrawals, but I have now told them I want my last 6k.

I was at level 5 which allows 3k every 24 hours. All of a sudden, I'm back to level 2, only 1k every 24 hours. How does that happen?

Doesn't matter how many times I contact them, I get no joy

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$6,000

Delayed 3 whitdrawal

Dear AskGamblers Team.

I am requesting your assistance regarding pending withdrawals from Malina Casino.

I currently have 3 pending withdrawals, submitted on 27, 28 and 29 June 2026, totaling 15,000 NOK. This is the maximum number of concurrent withdrawals allowed under the casino’s policy, with each withdrawal being 5,000 NOK.

The total amount I need to withdraw from my account is 40,800 NOK. As the casino only allows 3 pending withdrawals at a time, I am unable to submit my remaining withdrawals until the current ones have been processed. The delay beyond the stated processing time is therefore preventing me from continuing the withdrawal process.

According to the casino’s stated policy, withdrawals should be processed within 3 business days. This timeframe has now been exceeded, and all three withdrawals remain pending.

Before submitting my withdrawals, I contacted the casino’s live chat to ask whether any verification was required to ensure the withdrawal process would proceed without delays. I was informed that no additional verification was necessary.

I would appreciate your assistance in obtaining an update and helping to resolve this matter so that I can complete the withdrawal of my funds.

Kind regards

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Withdrawal pending since 19 May 2026

I am submitting this complaint regarding a delayed withdrawal from Malina Casino.

On 19 May 2026, I requested a withdrawal of 1,000 NOK (Transaction ID: 1ce79df7-a3ba-4985-9ctt-ac8676f1ea14). As of today, the withdrawal is still marked as "Under Review."

At the time of submitting this complaint, I also have an additional balance of 12,199.83 NOK remaining in my casino account. I intentionally requested only a small withdrawal first in order to test that the withdrawal process was functioning correctly before requesting a larger amount.

I have contacted the casino by email and through live chat several times. However, I have only received generic responses stating that my case is under review with priority. I have not received any explanation for the delay or any estimated completion time.

Furthermore, the casino has never requested any KYC or verification documents from me. I am fully willing to provide any identification or verification documents immediately, but I cannot do so unless they ask for them.

I have acted in good faith and fully cooperated with the casino. I respectfully request that Malina Casino either inform me of any outstanding verification requirements or process my withdrawal without further unnecessary delay.

I have attached screenshots of my pending withdrawal and copies of my communication with customer support.

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Account closed and remaining 70000 HUF confiscated

Dear AskGamblers Team,

As suggested by the moderator in my previously resolved case, I am opening this new complaint regarding a separate issue with Malina Casino withholding my remaining funds.

Right after the casino paid out my initial 27,985 HUF withdrawal, they immediately closed my account and disabled my ability to withdraw. I still have a legitimate remaining balance of 70,000 HUF in the account.

I contacted Live Chat today, and the agent (Ada) confirmed that my account was closed due to an "administrative decision" and that they are withholding my money. They refused to provide any reason or justification for this.

This is a clear case of wrongful account closure and confiscation of funds. I am attaching the screenshots of my 70,000 HUF balance, the restricted withdrawal error, and the full Live Chat transcript.

I request the AskGamblers team to assist me in forcing Malina Casino to pay out my remaining 70,000 HUF balance.

Best regards,

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Withdrawal pending 11 days

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I requested a withdrawal of 27,985 HUF via Litecoin on May 3rd, 2026. According to the transaction details (ID: db718c9c-2c77-4fe6-a60a-f011a2de06e8), the request has been stuck in "Under Review" status for over 11 days.

I have contacted Live Chat several times, but they only provide generic template responses and cannot explain the delay. I also sent a formal email to their support and complaints department to resolve this matter internally, but I have received no response at all.

Thank you for your help in advance!

Regards,

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7 days waiting for my funds

I have been waiting on funds for 7 days.

They hit me with an email telling me they need documents, but my account says I’m already verified.

Dragging this out, I just want my money, and I’m more than willing to send whatever they need, but there’s no option.

Fake replies from the live support chat all week, with the hopes of getting funds, and just getting shut down

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Repeated withdrawal cancellations

I am submitting a complaint regarding MalinaCasino due to repeated withdrawal cancellations.
I requested two withdrawals of 500 EUR each (total 1000 EUR). Both withdrawals were cancelled exactly on the final day of the stated 3-day processing period.
The casino explained both cancellations as being caused by a “payment provider issue”. However, this explanation is not valid because:
I used the same payment method as for my deposits
The issue occurred twice in a row
Each cancellation happened exactly on the last processing day
This clearly indicates a pattern of intentional delay rather than a technical issue.
Additionally, I have previously experienced the same situation with this casino. At that time, my withdrawal was delayed and only processed after I submitted a complaint on AskGamblers.
At the moment:
My withdrawals are repeatedly cancelled
I am receiving only generic responses from support
No clear explanation or timeline is being provided
I believe the casino is intentionally delaying my withdrawals.
I request:
Immediate processing of my total withdrawal of 1000 EUR
No further cancellations or delays
A clear explanation for the repeated cancellations
I am ready to provide any necessary information if required.
Thank you.

Resolved

€1,000