BetMaximus Casino - Player’s withdrawal is delayed due to verification issues.

Hallo ich habe am 19 August eine Auszahlung beantragt seit dem wurde immer widda gesagt das was bei der verfizierung fehle habe alles dem Casino bereitgestellt jezz Höhre ich seit Tagen nix mehr vom Casino

Dear florianbachhofer1987, 

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

When was the last time you communicated with the casino regarding your verification?

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

Hallo also es ist so es wurde auch schon genehmigt dann würde vom Casino geschrieben wollen doch noch ein Selfie mit mein Ausweis und Adressenschweiß mit Selfie habe ich auch gemacht

Es scheitert nur an dem Selfie mit Reisepass es wird immer gesagt das es nicht passt die letzen Nachricht der Finanzabteilung war am 28.08

Could you please specify why your selfie with the passport was not approved?

When uploading photos for verification, there are several things you have to keep in mind:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Have you made sure that your selfie fulfills all of these requirements?

Hallo also es wird immer gesagt das ma nicht die Daten erkennt aber ich habe mich auch wo anders Verifiziert und da würde das ohne Probleme genehmigt ich habe denke mittlerweile 30 Bilder an die Geschickt

Please forward me the photographs you sent to the casino at veronika.l@casino.guru.

Have you also sent a separate photo of your passport? If so, was the passport photo approved?

Ja Reisepass wurde alles anerkannt nur mit dem Selfie nicht ich habe auch gefragt was das Problem ist aber da bekommt man immer nur Standart Mail wenn was falsch ist würde es ja direkt ändern...

Ich schicke Sie dir

Thank you very much, florianbachhofer1987, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear florianbachhofer1987,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetMaximus Casino representative to join this conversation and participate in resolving this complaint.

Dear BetMaximus Casino,

Could you describe why the player's selfie gets rejected?

Thank you in advance for providing the information.

Hello Stefan & florianbachhofer1987,

The player's account is still pending verification.

The selfies uploaded on 26/08, 28/08 and 02/09 were rejected as they were blurry.

The selfie uploaded on 04/09 isn't yet checked by our team and the player will be updated accordingly.

With appreciation,

Nadia I.

Dear BetMaximus Casino,

Thank you for your response and the information provided.

Please keep us updated regarding the selfie uploaded on the 4th of September.

I'll be awaiting your reply.

Was noch erwähnen wollte es gab scho eine Email an 21 August von euch kopiere diese mal mir rein

Hi jlobabe,

Your casino account has been successfully validated.

For any questions regarding your account, please do not hesitate to

contact our customer support team via chat or e-mail at

support@betmaximus.win

Regards,

Finance team

Hi liebes Casino guru Team es hat sich was getan und zwar wurde das Selfie gehnemigt jetz haben Sie mir das geschrieben also egal wo verifiziert habe das habe noch nie gehabt ist das ein normaler Vorgang?

• einen Screenshot der persönlichen Daten der verknüpften Gmail-Adresse

Ihr Casino-Konto. Dies finden Sie oben rechts auf

die Gmail-Website > Ihr Google-Konto verwalten > Persönliche Daten.

Hello Stefan & florianbachhofer1987,

I can confirm that the last selfie sent was accepted.

Player was asked for additional clarifications related to the details provided upon registration.

With appreciation,

Nadia I.

Bitte schließe das einfach ich habe die Löschung meines Accounts beantragt

Dear BetMaximus Casino,

Could you state if there is any reason you are requiring a screenshot of the personal data of the linked Gmail address? I have checked the registration form and there is no option to register with the Google account.

I'll be awaiting your reply.

Dear florianbachhofer1987,

Are you sure you want to close this complaint? There is a disputed amount of 2000€. Please, reconsider this.

Hello Stefan & florianbachhofer1987,

Indeed there is. The e-mail address used shows a different person's name than the one provided for the account details upon registration.

The player doesn't have any funds remaining in the account and the account has been closed per the player's specific request on 13/09/2024.

With appreciation,

Nadia I.

Hi Stefan danke für eure Hilfe aber habe mein Konto mittlerweile löschen lassen mir wurde un Chat ganz klar gemacht das ja gegen irgenwas verstoßen habeb soll und die auf keinen Fall mir das Geld ausbezahlen nachdem ich die Screenshots der Mail gesendet habe wollten die ne Erklärung haben warum die Mail so heißt.

Das war mir dann zu viel habe es verspielt und gut ist. Aber muss sagen das nicht zu empfehlen das Casino

Hello florianbachhofer1987,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear florianbachhofer1987,

I am sorry to hear that you lost your funds. As there is no disputed amount and you asked to close your account, we have no option but to close the complaint as rejected.

Kind regards,

Stefan, Casino.Guru