The player from France had had an issue with a delayed withdrawal at the casino. After fulfilling all wagering requirements and verifying his account, his withdrawal had been delayed for five days due to issues in the casino's finance department. The casino had responded stating that the player, who was from Ukraine, had a withdrawal request that was under review by the Finance team and would be updated within five business days. The winnings, which were from a free sign-up bonus, were to be adjusted to EUR 100 plus the amount of the verification deposit. The player later confirmed that the issue had been resolved and the funds had been withdrawn. We had marked the complaint as 'resolved' in our system.
BetMaximus Casino - Player experiences delayed withdrawal due to alleged finance department issues.
Amount: €100
BetMaximus Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 week ago
Translation
Hello, I managed to win money from a bonus. I completed the verification, made the necessary deposit, cleared the wager, made a withdrawal request, and for approximately 5 days they've been giving me excuses about some sort of heavy load in their finance department, which should not be the case.
Automatic translation:
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1 week ago
Dear jobsaple,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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1 week ago
Hello jobsaple & Veronika,
I have checked the account and from what I see there aren't any delays as cited by the player.
The player is from Ukraine and has a withdrawal request placed on 12/04/2024. It can take up to 5 business days for the Finance team to review this request, which means that the player will have an update by Friday, 19/04/2024.
Also, since the winnings are from a free sign-up bonus, the balance will be adjusted to EUR 100 (maximum cashout for winnings from a free bonus) plus the amount of the verification deposit.
With appreciation,
Nadia I.
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1 week ago
Translation
Thank you, the complaint has been resolved, the funds have been withdrawn
Automatic translation:
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1 week ago
Dear jobsaple,
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
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