Beschwerde #125 MalinaCasino

Repeated withdrawal cancellations

Von Guna

vor 1 Monat

I am submitting a complaint regarding MalinaCasino due to repeated withdrawal cancellations.
I requested two withdrawals of 500 EUR each (total 1000 EUR). Both withdrawals were cancelled exactly on the final day of the stated 3-day processing period.
The casino explained both cancellations as being caused by a “payment provider issue”. However, this explanation is not valid because:
I used the same payment method as for my deposits
The issue occurred twice in a row
Each cancellation happened exactly on the last processing day
This clearly indicates a pattern of intentional delay rather than a technical issue.
Additionally, I have previously experienced the same situation with this casino. At that time, my withdrawal was delayed and only processed after I submitted a complaint on AskGamblers.
At the moment:
My withdrawals are repeatedly cancelled
I am receiving only generic responses from support
No clear explanation or timeline is being provided
I believe the casino is intentionally delaying my withdrawals.
I request:
Immediate processing of my total withdrawal of 1000 EUR
No further cancellations or delays
A clear explanation for the repeated cancellations
I am ready to provide any necessary information if required.
Thank you.

Unseriöses Casino MalinaCasino

Grund Rückerstattung wurde abgelehnt

Betrag €1000

Diskussion

AskGamblers

• Support Team

vor 1 Monat

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Guna

vor 1 Monat

I would like to inform you that I have now received my withdrawals in full.
The issue has been resolved, although there were delays beyond the stated processing timeframe.
Thank you for your assistance in this matter.

AskGamblers

• Support Team

vor 1 Monat

Dear @Guna,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

MalinaCasino

• Representative

vor 1 Monat

Dear Guna,

Thank you for your patience while we investigated your case.

We would like to clarify that your previous withdrawal attempts were unfortunately rejected by the payment service provider, not by the casino itself. In such instances, the only solution we can offer is to request a new withdrawal using an alternative payment method.

We can confirm that as soon as you submitted your new requests, they were processed immediately. We are happy to inform you that both of your pending withdrawals were successfully completed on April 24 and April 25, respectively.

We sincerely apologize for the inconvenience caused by the provider's rejection and the resulting delay. We appreciate your understanding and cooperation throughout this process.

Best regards,
Malinacasino Team

MalinaCasino Beschwerde-Statistik

Gelöst 48 / 51

Durchschn. Betrag $3,929

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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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.

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I request the AskGamblers team to assist me in forcing Malina Casino to pay out my remaining 70,000 HUF balance.

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I currently have a balance of approximately €7200, which I have been attempting to withdraw. My last successful withdrawal was around 1 month ago, and since then I have experienced continuous delays without any clear resolution.

Recently, my account has also been restricted, preventing both withdrawals and deposits. This has effectively blocked access to my funds entirely.

I would like to highlight the following:

I have complied with all Terms & Conditions
I have not received any clear explanation for the delays or restrictions
Customer support has only provided generic responses and no timeframe for resolution

Despite multiple attempts to resolve this directly with the casino, the issue remains unresolved, and I am unable to access my balance.

This situation is highly concerning, as it appears that my funds are being withheld without valid justification or transparency.

What I am requesting:
Immediate review of my account status
Removal of account restrictions
The three active €500 withdrawals that I have been waiting on for a month to be processed

I am willing to provide supporting evidence, including screenshots of my balance, withdrawal attempts, and communication with support.

I kindly request AskGamblers’ assistance in resolving this matter, as I have been unable to reach a solution directly with the casino.

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Account Information:

Current Balance: $18,312.10 NZD (INCLUDING PENDING WITHDRAWAL)

Current Withdrawal Requests (3 pending as allowed by their system):

Withdrawal Amount Date Requested Days Pending

#1 $500 March 7, 2026 6+ days

#2 $1,000 March 8, 2026 5+ days

#3 $500 March 11, 2026 2+ days

Important Context:

Malina Casino has imposed a $1,000 daily withdrawal limit and a maximum of 3 pending withdrawals at any time. I am following all their rules—I have submitted the maximum allowed withdrawals and am waiting my turn in their queue. Despite this, they have violated their own processing timeline.

The Violation:

Malina Casino's own Terms and Conditions, Section 6.15, clearly states:

"Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made."

My oldest withdrawal (March 7 AND 8 ) is now PASSED 3 DAY DEADLIN, This is a clear, documented violation of their own binding Terms.

What I Have Done to Resolve This:

Followed all their withdrawal rules (daily limits, 3-pending maximum)

Contacted live chat multiple times

Received emails from support agents Meddy and Froy who admitted "apologize for the delay" (attached)

Sent a formal complaint to [email protected] as required by their Section 13.4

Waited patiently but took no action

Evidence below (can provide upon request):

Screenshot of Section 6.15 from their Terms

Email correspondence with Meddy and Froy admitting the delay

Screenshots showing my $18,312 balance (INCLUDING 3 WITHDRAWAL REQUEST)

Screenshots of my 3 pending withdrawal requests with dates

Copy of my formal complaint sent to complaints@

Screenshot of Section 13.8 showing Malina directs players to AskGamblers for external dispute resolution

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A €26,000 case that was RESOLVED

A €500 case with the exact same "3-day policy violation" that was RESOLVED

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Confirmation:

I confirm that:

I have read the AGCCS guidelines

I have not violated any casino terms

I have not played while waiting for these withdrawals

All evidence provided is genuine

I am following all their withdrawal rules (limits and 3-pending maximum)

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Withdrawal type: multiple transactions (3×€500 daily limit)

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