The player from Germany had been waiting for her winnings for over two months. Despite completing the verification process and being promised expedited service by the support team, she had not received her winnings. The issue was resolved after the player confirmed receiving the payout. The complaint was marked as 'resolved' by us, acknowledging both the player's and the casino's cooperation.
BetMaximus Casino - Payout delay continues for the player.
Amount: €400
BetMaximus Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
hello
I've been waiting for my winnings to be cashed out for over two months now...
At first, the verification process was very drawn out. Once I finally managed to complete it, I submitted another request for payout and nothing has happened for weeks...
The support team even congratulated me on my winnings and assured that they would expedite the payout, but still nothing.
regards
Automatic translation:
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6 months ago
Dear Mophet,
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.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share your communication with the casino regarding your cashout? Send emails or chat transcripts to my email at tomas@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,
Tomas
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6 months ago
Translation
Hello
No successful payout has been made yet.
It may be that bonuses were played with at some point, but if so, then all bonus conditions were met.
KYC verification was also successful and a verification deposit was made.
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6 months ago
Hello Mophet & Tomas,
I have reviewed your claim and I see that you have a pending withdrawal request placed earlier today for EUR 400. Once you place a withdrawal request it can take from a few hours to a maximum of 5 business days for review.
I see that you previously had other withdrawal requests which you cancelled before the 5 day time frame expired.
Please keep in mind that if you cancel a request and place it again it will go at the back of the queue and the 5 business days timeframe will also reset.
With appreciation,
Nadia I.
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6 months ago
Thanks both parties for the reply.
Dear Mophet,
Is there any withdrawal request pending in your account currently?
Could you please share a screenshot of your cashout history?
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6 months ago
Translation
Hello
First of all, thank you.
also to both parties...
if there was no such cooperation through a service like casinoguru
playing online casino would be a very frustrating affair.
so thanks
�
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5 months ago
Thank you for the reply and the sentiment, Mophet.
Has the casino processed your withdrawal request? Has the money reached your bank account?
Please let me know.
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5 months ago
Dear Mophet,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
Hello. I actually received the payout...😀 so thank you very much for your efforts and to the casino for the cooperation...
👍👍👍
Automatic translation:
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5 months ago
Dear Mophet,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and BetMaximus Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
