Complaint #12 MalinaCasino

Suspending account to delay crediting a promised bonus

By Emil V.

8 years ago

Message on forum

Hello, I am a longtime customer of Malina Casino and have made several deposits and withdrawals. I got a bonus offer from them 11/03/2018 of a 100% up to 3000 SEK and I made a deposit of 3000. However I was not credited the bonus as it was late and only their major manager can credit bonuses for some reason. I was told to wait until the next day and the bonus would be credited, around 6-7h.

The next day when I try to login my account is locked, I talk with live support and they say that they want documents of my Skrill history the past 3 months. This is strange as I deposited with bank transfer but whatever, I send the documents directly and is told the verification will take 24h max.

So I wait 24h and contact them again, after some time with lice chat my account is reopened. I then ask for my bonus as it manually added through chat and it is here the story gets shady. I am then told that the bonus is only valid for 24h and that I no longer can claim it, keep in mind I was promised the bonus and have deposited in time to claim said bonus.

They have randomly closed my account to deny the bonus to check my Skrill account for a bank transfer. I am also told that I cant withdraw my funds without wagering the deposit 3 times.

I think this behavior is outrageous and want a explanation!

Disputed Casino MalinaCasino

Reason Bonus not given

Amount kr3000

Discussion

MalinaCasino

• Representative

8 years ago

Dear valued customer,

We are dissapointed to hear, that you are unsatisfied with the experience you get at our website, as we always do our best to provide the best service to our clients.

At the same time, we want to pay your attention, that you were unable to receive the bonus on your deposit, as you had a withdrawal from the winning, you obtained from this deposit. Due to our Terms&Conditions players can’t receive the bonus for a deposit in this case.

Also, as we have already mentioned, the screenshot of your Skrill wallet has been requested in order to verify your account. This is the ordinary procedure.

If you have additional questions, please, do not hesitate to contact our Live chat.

Best regards,

MalinaCasino Administration

AskGamblers

• Support Team

8 years ago

Dear @Nekons,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Nekons

8 years ago

I did not win, I was forced to wager my deposit x3 and lost 798 SEK. I was afraid to create this complaint before I had withdrawn my funds.

Yes I know you have your terms, but it is not about that. It is your shady behavior that I want other customers to know about before depositing at your site.

MalinaCasino

• Representative

8 years ago

Dear valued customer,

Thank you for taking your time to write this review.

We would like to remind you that by creating an account at out projects you accept all the Terms and Conditions and agree to follow them. According to the paragraph “4.4.1 The casino administration reserves the right to request the transaction history for the latest 3-6 month with confirmation of the account top-up, when making deposits from one of the following payment systems - Skrill, Neteller, EcoPayz”.

We are really thankful for the cooperation and provided documents. Basing on this information, your account was successfully verified and you were informed about it.

Also, all the winnings you got after an account verification were successfully paid out and we want to congratulate you with a win!

Additionally we would like to clarify the situation and figure out why you didn’t receive the bonus. To do so, please contact us via Live Chat, or email.

We would like to inform you that at the moment we are working on improving our Live Chat and Support system and in the nearest future we will be able to provide the best service for our clients.

Best regards, MalinaCasino Team

MalinaCasino Complaint Stats

Resolved 55 / 56

Avg. Amount $4,077

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

MalinaCasino Complaints

See all complaints for this casino

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

7 days waiting for my funds

I have been waiting on funds for 7 days.

They hit me with an email telling me they need documents, but my account says I’m already verified.

Dragging this out, I just want my money, and I’m more than willing to send whatever they need, but there’s no option.

Fake replies from the live support chat all week, with the hopes of getting funds, and just getting shut down

Resolved

$26,000