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MalinaCasino - Suspending account to delay crediting a promised bonus

RESOLVED
Posted on March 22, 2018.

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!

Posted on March 22, 2018.

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

Posted on March 22, 2018.

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.

AskGamblers
Posted on March 26, 2018.

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.

Posted on March 26, 2018.

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

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