Malina Casino - Средства игрока были конфискованы после отмены бонуса.

I had an active bonus of €1100, and the total amount in my account was €3499. I accidentally clicked on cancel bonus, and all the money disappeared.

I contacted them, and they told me that the money could not be refunded, so I lost it all.

Please help me get my money back because it is a significant amount.

Είχα ενεργό μπόνους 1100ευρω τα χρήματα στον λογαριασμό ήταν 3499ευρω πάτησα καταλαθος ακύρωση μπόνους και τα χρήματα χάθηκαν όλα

Επικοινωνησα μαζί τους και μου είπαν ότι δεν γίνεται τα χρήματα να επιστραφούν όποτε εγώ τα έχασα

Σας παρακαλώ βοηθήστε να πάρω τα χρήματα πίσω γιατί δεν είναι λίγα

Dear Agasik21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• What were the remaining wagering requirements when you canceled the bonus?
• Did any popup inform you that canceling would result in lost funds?
• Could you please share your communication with the casino regarding the canceled bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Finally the money was returned to my account I topped up the bonus amount that needed to be redeemed I had €3500 in my account I made the transfer that had a balance of €300 and they confiscated €3200 saying that my maximum bonus withdrawal is €50

Τελικά τα χρήματα μου τα επέστρεψαν στο λογαριασμό συμπλήρωσα το ποσό μπόνους που έπρεπε να τζιράρηστουν Είχα στο λογαριασμό 3500 € έκανα το τζίρο που είχε υπόλοιπο 300 € και μου κατάσχεσαν 3200 € λέγοντας ότι μέγιστο ανάληψη μου από μπόνους είναι 50 €

the 3499 euros ate me up, do something only you I trust

με φάγανε τα 3499 ευρώ κάντε κάτι μόνο εσάς εμπιστεύομαι

Dear Agasik21, could you clarify which bonus you are referring to and provide your bonus history?

From crab I had 20 free spins and the spins gave me 1100 euros in money

Από το crab είχα 20 δωρεάν περιστροφές και μου έδωσαν σε χρήματα οι περιστροφές 1100 ευρώ

I made the turnover he wanted and I had 3200 euros in my account and they took that from me and left 50 euros saying that the maximum withdrawal from bonus is 50 euros and I ask why then I should turnover 40x the 1100 euros to get 50 euros??

Πραγματοποίησα τον τζίρο που ήθελε και είχα στον λογαριασμό 3200ευρω και μου τα πήραν αυτά και άφησαν 50 ευρώ λέγοντας ότι το μέγιστο ανάληψιμο από μπόνους είναι 50 ευρώ και ρωτάω εγώ γιατί τότε να κάνω τζίρο 40x τα 1100 ευρώ για να πάρω 50 ευρώ ;;

since it says that the bonus amount that can be released is x5 the bonus amount that has been given so 1100 euros 5 times I can withdraw 5500 euros

αφού λέει ότι το ποσό μπόνους που μπορεί να αποδεσμευτεί είναι x5 το ποσό του μπόνους που έχει δοθεί άρα 1100 ευρώ 5 φορές μπορώ να κάνω ανάληψη 5500 ευρώ

Please help because I need the money and they are passing it on to us

Σας παρακαλώ βοηθήστε γιατί τα έχω ανάγκη τα χρήματα και αυτοί μας τα περνούν

An answer I can get

Μια απάντηση μπορώ να λάβω

Dear Agasik21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus Crab Free Spins policy, and this is what I found: 

"The maximum amount which can be released from the bonus into the Real balance will be 50 EUR / 225 PLN / 500 NOK / 75 AUD / 75 CAD / 55.0 CHF / 42,500 CLP / 1 250 CZK / 15.000 HUF / 100 NZD / 250 PEN / 75 SGD / 50 USD, any amount exceeding that will be voided."

The maximum withdrawal amount for bonus winnings is determined by the type of prize you receive, whether it's cash rewards, bonuses, free spins, or coins. The 5x limit applies to the initial bonus amount and represents the maximum cashout for bonuses, but not for free spins. Since you've received free spins, you need to pay attention to the specific maximum cashout for the free spins.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards, 

Dominika