Suspending account to delay crediting a promised bonus

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

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

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

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.

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