Complaint #109 MalinaCasino

Malina Casino Payment declined and the process is taking too long

By Santtuh

7 months ago

Hello, I have made a few deposits on the website. I won 2709,9 euros and after that I tried to withdraw some winnings on the website. I contacted the customer service and they told me that everything should be OK related to withdrawal. The customer service contacted KYC-team because the website declined my withdrawal. The KYC-team first said that everything should be fine and I should take out my winnings (proof picture). And they told me that everything should be fine (I have a photo -proof). I made the second withdrawal attempt and it was declined again and I was upset because they declined the second time my withdrawal attempt. I contacted the chat again and then KYC-told me to send some documents (basically they changed their mind - not needed before and they wanted). Then KYC-team asked me to send some documents and to verify my account. I sent all the documents that they wanted. I think it is not acceptable when it takes more than three weeks to verify my account. I sent one of the documents 18.12.2025 via email and the relevant team is still processing the file.

I think it is not OK when the website first informs me that everything should be OK and KYC-team confirmed that earlier (proof picture). After two withdrawal attempt the website wants to have verification. I sent those documents and it has taken more than two weeks to verify them. Hopefully, the Askgamblers can help to solve this case! I have linked some pictures where you can see the process and chat history.

Disputed Casino MalinaCasino

Reason Verification issues

Amount €2709.9

Discussion

AskGamblers

• Support Team

6 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Santtuh

6 months ago

Now they paid rest of the winnings. You can close the ticket and big thanks for Aksgamblers! I am not happy with Malina casino definetely with the KYC-service. The verify process took over two months and I think it is not OK from the customer perspective. I am not happy how they handle these KYC-processess.

Thank you again Askgamblers! I think without the Askgamblers the Malina casino would not have paid me.

MalinaCasino

• Representative

6 months ago

Dear Santtuh,

We are pleased to inform you that your withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,
MalinaCasino

Santtuh

6 months ago

They paid first two withdrawls still waiting for rest of the money. I will keep you update untill I get my other winnings. So far so good, but I wanto to keep the ticket up until they pay rest of the winnings. Still waiting other withdrawls (pending) mode.

MalinaCasino Complaint Stats

Resolved 56 / 57

Avg. Amount $4,005

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

MalinaCasino Complaints

See all complaints for this casino

Malina Casino - Difficulties with withdrawing 18000 EUR

I would like to submit a complaint regarding the difficulties I am experiencing in withdrawing approximately €18,000 in winnings from my casino account.

I have been a customer of this casino for approximately three years and have made numerous deposits and played regularly. Until now, I had not experienced any significant issues.

Recently, I won approximately €18,000 and requested to withdraw my winnings. The casino imposes a maximum limit of €1,000 per withdrawal, which I accept and have been complying with.

The problem is that since I started requesting withdrawals, the casino has repeatedly requested additional verification regarding my identity, payment methods, and various documents. I fully understand that a casino must carry out the necessary KYC verification, and I am willing to provide all legitimately required documents. However, I feel that the repeated requests and delays are accumulating and are significantly delaying the payment of my winnings.

What makes the situation particularly frustrating is that, at the same time, I continue to receive frequent promotional emails and VIP offers encouraging me to make new deposits and continue gambling, including bonuses of 15%, 20%, or even 30%.

I find this situation very difficult to accept: the casino is perfectly willing to encourage me to deposit and gamble more money, while the process becomes extremely slow and complicated when I try to withdraw my winnings.

I would like to make it clear that I will not gamble or make any further deposits until all of my winnings have been paid to me. I am simply asking to receive the funds I am entitled to under the casino's terms and conditions.

I am therefore asking AskGamblers for assistance in ensuring that the casino completes any genuinely necessary verification as quickly as possible and allows me to withdraw the full amount of my winnings, approximately €18,000, while respecting its €1,000-per-withdrawal limit.

I am, of course, willing to provide AskGamblers with any relevant information, screenshots, withdrawal history and correspondence with the casino necessary to support my complaint.

82h left

€18,000

Failed to close my account after my addiction request

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.

Rejected

€16,525

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.

Resolved

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.

Kind regard

Resolved

kr5,000

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.

Resolved

€1,000

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

Resolved

$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

Resolved

kr40,800

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.

Resolved

kr13,200

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,

József

Resolved

Ft70,000

Withdrawal pending 11 days

Dear AskGamblers Team,

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,

Jozsef

Resolved

Ft27,985