The player from Italy had deposited €20 to receive a bonus and submitted verification documents on 11/11/2024, but she had not received a confirmation email. She sought to know the status of her account verification and to withdraw her winnings of €100. The issue was resolved as her account had been verified, and the player had received her winnings after a review process that took up to 5 business days. The Complaints Team marked the complaint as 'resolved' following confirmation of payment receipt.
BetMaximus Casino - Player's withdrawal is delayed due to verification issues.
Amount: €100
BetMaximus Casino
Safety Index:Above averageSafety Index
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7.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello, I made my first deposit at the casino, and in the meantime, I sent all the documents for verification on 11/11/2024, but I still haven't received the confirmation email.
Meanwhile, I deposited €20 to receive the bonus that was offered to me: 360 free spins with no wagering, winning €100, which I then requested to withdraw.
What do I need to do to find out the status of my account verification and 
receive my winnings?
Thank you very much for your attention.
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1 month ago
Dear Stefy0,
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 did you request the withdrawal?
Could you please share your communication with the casino regarding the withdrawal and verification? Send emails or chat transcripts to my email at dominika.l@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 in advance for your reply.
Best regards,
Dominika
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1 month ago
Translation
They don't want to accept my bank statement because it's from an online bank, crazy stuff!!
I have sent you all the files to your indicated email
Thank you so much Guru
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1 month ago
Hello Dominika & Stefy0,
`I checked the player's situation and the account has already passed the verification process.
For Proof of Address we only accept certain documents, statements from fintechs are not acceptable.
With regards,
Nadia I.
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1 month ago
Dear BetMaximus Casino, thank you for the information provided.
Dear Stefy0, do you need any further assistance?
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1 month ago
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Hello dear Guru, I would like to know if I will receive my winnings now, thank you very much
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1 month ago
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Dear GURU Casino
on the casino website I see the withdrawal still pending even though the account has been verified, why? 
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1 month ago
Hello Dominika & Stefy0,
These are two separate things.
Withdrawals can take up to 5 business days to be reviewed, after your account has been verified.
With regards,
Nadia I.
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1 month ago
Translation
Hi, I still haven't received my winnings...what do we do? 
waiting for your kind reply 🙏🏻, I send you a screenshot just taken on the casino'
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1 month ago
Hello Dominika & Stefy0,
You will need to wait until the payment is reviewed by the dedicated team.
The process can take up to 5 business days after your verification was completed.
With regards,
Nadia I.
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1 month ago
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Hello, thank you very much for your attention BetMaximus Casino
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1 month ago
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Dear GURU Casino, I inform you that the Payment has been received
Thank you
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1 month ago
Hello Dominika & Stefy0,
Glad to hear the process went smoothly.
With regards,
Nadia I.
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1 month ago
Dear Stefy0,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
