BetMaximus Casino - Player experiences delay in document verification.

Hi.

I am writing here, because the online support of betmaximus only tells me to wait. There have been three working days since I uploaded documents. I was reached out to on friday. I was told that driver licence was not sufficent, even though statet as an alternative.

They requested my passport, which I provided just minutes after. Have not heard back from them even its three working days since I first uploaded documents. If this is not resolved by today, they have exceeded their own policy in terms of days to validate documents. I was told by support today, that its three days since they requested my last document. Hoping it will be resolved soon, but are much disappointed by the support and the lack of resolving interest. Too slow support from finance.

Dear Enilel, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have all your documents been approved apart from your passport?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Hi Veronica. Thanks for the reply. Around 12 hours ago I recieved mail about the account now being verified. Even though its verified, they have not processed the withdrawal. From support I've been told various things. Some say the process will initiated as soon as the verification was complete, others say its 1-5 days for a withdrawal. My withdrawal was requested on Saturday, so this is the third day now. Hope this will be solved very soon. BetMaximus provide me no reason to come back to them.

Fredrik

I have recieved my money after a long waiting period. You can close the case.

Dear Enilel,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru