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Bonus 100% 375 € credit standing could not be paid out because when the payout did not work I pressed another bonus with 20 free spins. Now everything is gone

Bonus 100%375€ Guthaben gestanden konnte nicht ausbezahlt werden weil ich,als das mit dem auszahlen nicht funktioniert hat einen weiteren Boni mit 20 Freispiele gedrückt habe.Jetzt ist alles weg

Dear Michaela,

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. Why your withdrawal request hasn’t been approved and processed? Were the winnings cancelled or put back to your account after the unsuccessful withdrawal attempt? If you have redeemed another bonus while not having your first bonus winnings cashed out, it would be considered as mixing funds. I have checked terms and conditions, and this is what I found next to every bonus https://malinacasino.com/en/promo:

„This bonus cannot be combined with other bonuses (promotions) at the same time."

Additionally, if there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Michaela,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.