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MalinaCasino - Trying to steal legitimate winnings with absurd verification requirements!

REJECTED
Inactive user
posted on February 23, 2018.

Hello,
I deposited money there and played there for several weeks, I also paid out funds once or twice. Account obviously verified including a selfie with proof. At the next payday, I was asked to statement an Ecopayz account from the last three months. I was very surprised, the more so that the company did not agree to hide transactions with other companies and persons which is a violation of my privacy. I agreed, however, to recover my money. Soon I received an e-mail asking for confirmation of the Ecopayz account deposit. Funds for the Ecopayz account were transferred to me by a family member and I did not make deposit by card or bank transfer and I forwarded this information to Malinacasino. The next day I was asked for statement from the Ecopayz account of the person who sent me the money for three months. Of course, this person absolutely does not agree that I or someone else could check what and from whom she bought and what operations he was doing. I have no possibility to force anyone to disclose any statement, which is why I think Malinacasino wants to cheat me and not pay me my money. Can you help me please?

AskGamblers
posted on February 23, 2018.

Dear @dziberts,

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 February 23, 2018.

Dear valued customer,

Thank you for taking your time to write this review.

Due to the paragraph 8.1.3 The Casino retains the right, as it sees fit to perform any checks of a player’s background with credit and financial institutions for verification of the information that has been provided.

On the basis of paragraph 4.4 of Term & Conditions, Financial Department requests you to provide a history of transactions for the last 3 months. After we get the necessary information, you will receive a written notification about the results of account verification on your e-mail.

We want to ensure you, that the extra checking is made only for safety reasons. Your withdrawal request will be considered by the financial department immediately after the player passes account verification.

We hope this clarifies the situation. Please, do not hesitate to contact our Live chat in case you have additional queries.

Best regards,
Administration of MalinaCasino

Inactive user
posted on February 23, 2018.

I have send you history of my transactions many days ago and it was aproved. What are you talking about? Please explain it.

posted on February 26, 2018.

Dear Client,

Thank you for the follow up.

Please, note that we are still waiting the documents for source of funds verification, as your ecopayz wallet is replenished constantly via another person's ecopayz’ wallet, and the transaction history is repeating suspicious pattern were no external transactions are made, and plenty of replenishments from another person's ecopayz’ wallet are made.

As soon as the you provide the necessary documents to prove the source of funds is legitimate all the winnings will be paid out in accordance with Terms & Conditions and your account will be cleared of suspicion.

If you need further information, please, do not hesitate to contact us via Live chat or Customer Support email, we will be happy to provide you with all the necessary explanations of the AML procedures and regulations.

Inactive user
posted on February 26, 2018.

I explained everything already. Few months ago,after opening eco account I asked my father in law for sending me 200 eur to my ecopayz account as I do not have card for internet transactions. And neither me or you- we do not have possibilities to force him (or anyone alse) to show you anyones detailed statement from 3 months. It is some madness. Please tell me how can I provide you someone else statement if he do not want it.

posted on February 27, 2018.

Dear Client,

We would like to inform you, that according to the requirements set by our regulatory body,
financial department of MalinaCasino have sent a request to the payment system Ecopayz for your account verification. Once we get full the information with the results of checking your wallet, you will be informed by e-mail. Please note, that in case we get full confirmation, all your withdrawal requests will be processed as soon as possible according to our General Terms and Conditions.

Best Regards,
MalinaCasino.com

Inactive user
posted on February 28, 2018.

"financial department of MalinaCasino have sent a request to the payment system Ecopayz" ? I am going to ask EcoPayz if it is true and will let you all know.

AskGamblers
posted on March 4, 2018.

Dear MalinaCasino,

Please let us know if there's some update regarding this case.

Inactive user
posted on March 4, 2018.

"Thank you for contacting the ecoPayz Team!

In accordance to our internal policies we are unable to confirm or deny receiving such request from mentioned merchant.

In case of transaction processing issues on their end please contact the respective merchant.

Thank you for the understanding!

Please feel free to contact us should you require any further assistance.

Best regards,
The ecoPayz Team
custom­ers­upp­ort­@ec­opa­yz.com"

I'll ask Malinacasino support about it then. Or maybe they answer here when my account will be fully verified. If they do not want to hide that answer from you.

posted on March 6, 2018.

Dear client,

Thank you for answering.

We would kindly ask you to pass the additional verification procedure. Please check your mail to get familiar with following instructions.

Do not hesitate to contact via email suppor­­[email protected]­mal­ina­cas­ino.com if you have any additional questions.

Best regards, MalinaCasino.

Inactive user
posted on March 6, 2018.

Malinacasino tells me to have a video call with them. I do not have a webcam and because I am a seriously ill person and I do not leave my home I will have to ask someone to come to me with the right device. I have never been so much humiliated in my life. I'll try do what they want and I hope it will be end of their tricks.

AskGamblers
posted on March 10, 2018.

Dear @dziberts,

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.

Inactive user
posted on March 12, 2018.

They do not answer any emails from 6 days.

posted on March 14, 2018.

Dear valued customer,

Thanks for your response.
MalinaCasino does everything possible to verify your account in the shortest time, however we can't check and confirm completely validity of the provided documents without passing an additional verification.

Please, let us know what time will be most convenient for you to receive a call from our Risk department as per email notice that you have received.

Note, this is a standard procedure which confirms you as the owner of the account at Malina Online Casino.

Do not hesitate to contact us in the Live Chat or email at suppor­[email protected]­ali­nac­asi­no.com if you have any additional questions.

Best regards,
Administration of MalinaCasino

Inactive user
posted on March 16, 2018.

You can call me any time you want. I sent you my number long time ago.

posted on March 19, 2018.

Dear valued customer,

Thanks for your response.

We would like to remind you that we are waiting for Skype call video verification which is the requirement of the Security Department.

So please let us know what time will be the most convenient for you to receive a call from our Risk department as per email notice that you have received.

Do not hesitate to contact us in the Live Chat or email at suppor­­[email protected]­m­a­li­­nac­­as­i­n­o.com if you have any additional questions.

Best regards,
Administration of MalinaCasino

AskGamblers
posted on March 23, 2018.

Dear @dziberts, 

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.

Inactive user
posted on March 23, 2018.

Hello.
Colleague promised to lend me a laptop with a camera (I do not have one) on Saturday and I asked Malinacasino.com for exactly time of call, but a few days have passed and there is no answer.

posted on March 23, 2018.

Dear valued customer,

We really appreciate your willing to cooperate and want to that you for your response.

We want to point out, that our Risk Department representative is available from Monday till Friday, except the weekends. We would kindly ask you to agree upon Skype call time at [email protected]­lin­aca­sin­o.com. So please let us know what time will be the most convenient for you to receive a call from our Risk department representative.

Do not hesitate to contact us in the Live Chat or email at suppor­[email protected]­ali­nac­asi­no.com if you have any additional questions.

Best regards,

Administration of MalinaCasino

Inactive user
posted on March 25, 2018.

They are liayers and thiefs. They do not reply my emails. I waited with my friend and his laptop all day long Yesterday for any message from them.

posted on March 26, 2018.

Dear valued customer,

Thank you for your response.

We would like to remind you that our Risk Department representative is available from Monday till Friday, except the weekends. We would kindly ask you to agree upon Skype call time at [email protected]­­li­n­a­ca­­sin­­o.com. So please let us know what time will be the most convenient for you to receive a call from our Risk department representative.

Thank you for understanding.

Best regards,

Administration of MalinaCasino

Inactive user
posted on March 27, 2018.

I was promised that after tomorrow's Skype communication, I would finally receive my money. I will inform you tomorrow or the day after tomorrow.

Inactive user
posted on March 29, 2018.

I did a video call by skype yesterday. I am waiting for almost 24 hours for the final verification of my account now. I hope this is the end of this nightmare

posted on March 30, 2018.

Dear valued customer,

Thank you, for cooperating with MalinaCasino.
All the information is under review by our Risk Department, and also was provided to AskGamblers Administration.
Once it is fully checked, you will receive an e-mail with the final decision.

Best regards,
Administration of MalinaCasino

Inactive user
posted on April 2, 2018.

I am still waiting to my account to be verified. Why it takes so long?

Inactive user
posted on April 4, 2018.

I still have not received information about the date of my withdrawal. I'm afraid that malinacasino.com will deceive me.

Inactive user
posted on April 4, 2018.

They send me email that I have to pass verification via Skype. As I tell them that I passed it already they said that I failed it. Funny is not it? So many effort of me and other people and they still trying to steal my founds. What to do to get my money from this thiefs and scummers? Please do not deposit any money at malinacasino.com.

posted on April 5, 2018.

Dear customer,

Thank you for provided information.

We would like to inform you that as a result of the verification by the Risk Department your account didn’t pass this procedure and wasn't verified.

On the basis of this information, your withdrawal request was cancelled and the account was closed without a right of reopening.

Any further proofs can be provided to the Askgamblers’ Administration.

Best regards, Administration of MalinaCasino

Inactive user
posted on April 6, 2018.

Thieves...
Askgamblers-can you show me and other user of this forum "any further proofs" when they give it to you please?

posted on April 9, 2018.

Dear Askgambers’ Administration and valued customer,

We would like to clarify that we have provided all the necessary proofs earlier.

On basis of this evidence we would like to consider this complaint as the irrelevant.

Also, we want to call in a favour with Askamblers’ Administration to close this complaint.

Do not hesitate to contact us in the Live Chat or email at suppor­[email protected]­ali­nac­asi­no.com if you have any additional questions.

Best regards, Administration of MalinaCasino

Inactive user
posted on April 9, 2018.

If you "have provided all the necessary proofs earlier" and Askgamblers and other organizations to whom I asked for help found them insufficient and still processing my complaint, that is, you have no reason or any evidence. It is crazy just for me? They spoke with me and they said that I failed video call. I have send them pictures of me,pictures of my documenst,my scans,my statements. it is still not enough for them. There really is no way to punish these thieves?

AskGamblers
posted on April 10, 2018.

Dear @dziberts,

We would like to remind you that AskGamblers Casino Complaints Service Terms and Conditions you agreed on upon registering clearly state that the information exchanged during the complaint process between player and AskGamblers, and casino representatives and AskGamblers is strictly confidential and is not disclosed to third parties.
https:­//w­ww.a­sk­gam­ble­rs.c­om­/te­rms­-co­ndi­tio­ns-p74

AskGamblers Complaints Team is awaiting MalinaCasino team to provide the required information.

AskGamblers
posted on April 12, 2018.

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf MalinaCasino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

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