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MalinaCasino - Payout being made impossible

RESOLVED
Complaint Info
Disputed casino MalinaCasino
Reason Delayed payment
Amount € 800
Posted on October 8, 2018

After getting verified at Malina Casino they made me take pictures of nine different prepaid credit cards Visa to be exact after I was verified I tried to make a withdrawal by bank wire but was told that I had to use the same card that I deposited the money's on to my account with I explained that the pre-paid visas were not reloadable I let them know that I have a MasterCard that is not prepaid where the money's could be transferred it does not make sense that they're telling me I must use the same card to cash out as I did to make my deposit especially when I used 8 different prepaid Visa cards when I contacted Live Support to let them know and explain the issue I was put on hold for approximately 15 minutes then was told they would get back to me by email to let me know which ways I can make my withdrawal I received the email at approximately for 5 hours after the conversation and it said the same thing that I must withdraw on that the same way I deposited

AskGamblers
Posted on October 8, 2018

Dear @Trishb123,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on October 8, 2018

Dear valued customer,

Thank you for your time to write this review.

First of all, let us congratulate you on your winning at our website! We hope you enjoyed playing with us.

Account verification is usual procedure at our website, that is required in order to process client’s withdrawal request. In order to verify game account, verification of payment systems, that were used to deposit is needed. That is why our Financial Department asked you to provide us with the screenshots of visa cards you used to deposit.

At the same time, we want to pay your attention, that after you have contacted our Live Chat concerning your withdrawal, Financial Department has checked information and sent you a letter, where asked you to make minimal deposit and then withdrawal request using your usual personal Visa bank card (not pre-paid one). The verification of this card will be also needed.

As soon as you’ll perform the actions mentioned above, we’ll process you request in the shortest time.

Best regards,

Administration of Malina Casino.

Posted on October 9, 2018

They are a complete scam and no ways did they want or were they going to pay me out I was at 800 euros and I played it $1 at a time and through all those spins did not hit anything this is the same game I've been playing for approximately a year-and-a-half and no way no how do you spend 800 times and not win anyting there's no way to prove anything except they did everything in their power not to have to pay thank you for all your help but I will not be playing at this casino ever again

AskGamblers
Posted on October 10, 2018

Dear @Trishb123,

Please let us know if you have cooperated the casino and sent the required information. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on October 11, 2018

Dear valued customer,

We are deeply sorry to hear that you have faced inconveniences in the gaming process.

We would like to inform you that casino does not affect the payouts in the games.
Only licensed providers and original games are represented on our site with the payouts of 95-96%.

Moreover, we have checked your gaming history and noticed that you were winning and doubled up your initial cashout amount. We kindly remind you that having your account fully verified we will be more than happy to process your future cashouts.

Looking forward to seeing you playing with us again.

Best regards,
Administration of Malina Casino.

AskGamblers
Posted on October 15, 2018

Dear @Trishb123,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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