Suspending account to delay crediting a promised bonus

I am a Level 5 VIP and have been experiencing repeated & ongoing Daily Cashback & Support issues for around 3 months.

I have repeatedly contacted Malina about missing cashback and am consistently told that my VIP Manager has been informed and will contact me. In reality, I am repeatedly left chasing the issue myself, sometimes for weeks.

I have attached WhatsApp evidence showing me repeatedly contacting my VIP Manager about missing cashback, including multiple unanswered follow-ups. On other occasions, after weeks of chasing, I receive a generic response asking which day I am referring to, despite the dates already being clearly provided in my emails.

Malina has previously acknowledged a system glitch, manually credited missing cashback and instructed me to opt out and back into the promotion. I followed those instructions, but the issue continues.

I contacted Malina again on 2 October regarding missing cashback and still have no response.

I previously had one specific incident resolved through AskGamblers. This complaint concerns the ongoing issue and subsequent incidents since then.

I am asking Malina to review all affected cashback, credit anything missing, explain why the issue continues, and address the ongoing failure of my VIP support to assist me.

Dear AskGamblers Complaint Team,

I am requesting your assistance regarding two delayed withdrawals from MalinaCasino, totalling €1,000.

On 20 August 2026, I requested a withdrawal of €500.

On 21 August 2026, I requested a second withdrawal of €500.

Both withdrawals are still showing as “Processing”, and I have not received either payment.

According to MalinaCasino Customer Support, withdrawals are normally processed within 3 business days, starting from the next day after the withdrawal request. On 24 August, Customer Support specifically confirmed that my withdrawal was “in queue for processing by our Finance Department” and stated that withdrawals are normally processed within 3 business days, excluding weekends and public holidays.

On the same occasion, I was also informed that if I revoked a pending withdrawal, the withdrawal process would recommence. I have not revoked either withdrawal.

I contacted MalinaCasino Customer Support several times regarding the delay:

24 August 2026: I was told that my withdrawal was in the queue for processing and that the normal processing time was 3 business days.

26 August 2026: I was informed that withdrawals may be delayed due to a high volume of inquiries and financial transactions.

27 August 2026: Customer Support confirmed that there had been a delay in processing my withdrawals. However, they stated that they could not provide me with any specific date for completion and only asked me to be patient.

27 August 2026: I also submitted a formal written complaint by email. MalinaCasino replied that my two withdrawals were being treated as a priority and that they were doing everything possible to expedite the transactions, but again provided no specific reason for the delay and no estimated payment date.

On 28 August 2026, I received another response to my formal complaint. MalinaCasino again apologized for the delay and stated that my situation was a “top priority”. However, instead of providing a specific explanation or payment date, they referred me to Terms and Conditions point 6.14, which states that the company reserves the right to make payments according to an individual schedule.

However, despite referring me to this clause, MalinaCasino has not informed me what my individual payment schedule is, nor have they provided a specific date by which either withdrawal will be completed.

I understand that occasional processing delays can happen. However, my withdrawals have now remained in “Processing” beyond the normal 3-business-day timeframe, and despite contacting Customer Support repeatedly and submitting a formal complaint, I have still not been given:

1. A specific reason for the delay;

2. A clear current status beyond “Processing”;

3. An estimated or specific completion date;

4. Any indication of when the €1,000 will actually be paid.

I have not cancelled or revoked the withdrawals, and I have not taken any action that should cause the withdrawal process to restart.

I am therefore asking AskGamblers to assist me in resolving this matter and to request that MalinaCasino provide a clear explanation for the delay and complete the payment of my €1,000 (€500 + €500).

I can provide screenshots of my withdrawal history, live chat conversations and email correspondence as evidence.

Thank you for your assistance.

Kind regards,

Kristina

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.

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. 

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