Casino MaxCazino - Player’s withdrawal has been delayed.

Deposited 10 euros in the casino, won 50 euros and made a withdrawal of 50 euros.

Sent in documents idhandling and bank card checked with customer service said I was fully verified.

The withdrawal was not approved, customer service thought I should try again,

same thing again not approved. tried a few times until it did not work.

It was alleged that my bank blocked the withdrawal. checked with my bank there was no bockering.

I thought it was just as good to play the money, to my surprise I started to win a lot of money in a few days 23300eur.

Customer service proposed to make withdrawals in cryptocurrency, made a new withdrawal in cryptocurrency (1000eur) which

was not approved.nu further verfiering was required.

Submitted documents twice that were not approved

Received an email from maxcazino

---------- Forwarded message ---------

From: Customer Service < help@maxcazino.com >

Date: our 16 sep. 2020 10:23

Subject: Financial operations

To: <*** @ gmail.com>

Dear Ingmar,

This letter is written with the help of online translators.

Yes, the withdrawal is limited during the time of the investigation according to clause 5.3 in our General Terms and Conditions. The gaming provider may perform the checks for regulatory, security or other business reasons from time to time. This is the standard procedure.

As soon as we receive the results of the survey from the game provider, we will notify you by e-mail. We appreciate your understanding.

Have a nice day!

Regards,

MaxCazino Team

Dear Ingmar,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Sometimes casinos cannot transfer your money to preferred payment method due to local regulations or contracts with the payment providers.

Also, the casino has the full right to carry out additional verification, especially if you won the significant amount of money. Did you submit the same documents twice, but they were approved only the first time?

Could you forward any other relevant communication between you and the casino to kristina.s@casino.guru?

Thank you in advance for your reply. I hope we will be able to help you with this case as soon as possible.

Best regards,

Kristina

No, I did not send in the same document.

Submitted this first once and was not approved.

Then I asked customer service to explain how I should do and

received this email.

Tue 15 Sep. 2020 10: 10Customer Service < help@maxcazino.com > wrote:

Dear Ingmar,

Thank you for contacting us.

I would like to mention that both, your ID card and the paper which says, "Hi, MaxCazino and the current date" should be in one hand. At this moment that is all documents that are required from you. In case we need further information, we will contact you via email.

If you have any questions, feel free to ask. Have a nice day!

Regards,

MaxCazino Team

Sent this verfiering once again it was not approved again

Här kommer mail som jag fått av maxcazino

Den tis 15 sep. 2020 10:10Customer Service <help@maxcazino.com> skrev:

Dear Ingmar,

Thank you for contacting us.

I would like to mention that both, your ID card and the paper which says, "Hi, MaxCazino and the current date" should be in one hand. At this moment that is all documents that are required from you. In case we need further information, we will contact you via email.

If you have any questions, feel free to ask. Have a nice day!

Regards,

MaxCazino Team

Detta mail kom när jag ställde frågan varför det inte går att verifiera.

Den lör 19 sep. 2020 08:50Customer Service <help@maxcazino.com> skrev:

Dear Ingmar,

We are writing to inform that your account is under review, and we will get back to you as soon as we get any update on this case.

Have a nice day!

Regards,

MaxCazino Team

Thank you very much Ingmar for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ingmar.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi,

As with any big wins, we are required to check the gameplay and we were waiting for results from several game providers to cover the big wins gained during his winning sessions which took some time. With regards to his account verification, this was completed quickly and inline with our procedures and policies.

All checks on player have been completed and the gameplay is ok. We will inform the player that he is now eligible to withdraw his winnings. The player can withdraw €10,000 a week, €25,000 a month.

From: Customer Service

Date: Tue 22 Sep. 2020 16:56

To: ingvarssoningmar56@gmail.com

Subject: Financial operations

Dear Ingmar,

We are pleased to inform you that the investigation of games from the gaming provider has ceased. We are really grateful for your patience and understanding.

Now we are also happy to mention that you can make a withdrawal request. But we would like to point out that you can make a successful payout only with the help of the debit card used to make a deposit in our casino. Keep in mind that according to the rules on our website, there are some restrictions on withdrawals. The maximum withdrawal amount is EUR 4,000 - per day, EUR 10,000 per week and EUR 25,000 per month.

Contact us if you have further questions or need help. We are always ready to help you!

The letter was written with the help of Google's translator.

Regards,

MaxCazino Team

Maxcazino has previously said that it is not possible to make withdrawals on my debit card.

Has now made a new withdrawal on the same debit card and fears that it will be the same again.

Today a couple of emails came that it was not possible to transfer to my bank card

later in the day, 1000 euros had come into my bank account.

Let's hope that it now works to withdraw money in the future.

Hello Ingmar.

Glad to hear about that. Can we consider your case got resolved? 🙂

Absolutely not.

Have now tried to make 2 more withdrawals that can not be performed. my bank stops them, says the casino.

I have had a withdrawal that went through when you contacted the casino.

the casino has previously suggested that I change the withdrawal method to cryptocurrency.

I opened a crypto wallet deposited a minimum amount of 28eur. via it to verify the method

as they said.

Made a new one a new outlet via it and it was rejected as usual.

Yesterday I asked the chat if I could make withdrawals via cryptocurrency, they replied that I did not get it

the only withdrawal method i can use is my debit card.

Called my bank to ask if there was any block that did this. they replied this card should work

Here comes a chat Hello! My name is Mila and I'd be happy to help you.

ing*********@gmail.com

М

Mila

How can I help you?

can you answer me why my withdrawal today 1000 eur did not go through

yesterday 09-23 there were no problems with withdrawals and I got my money

М

Mila

I will use online translators. Your bank rejects your transaction. Please contact your bank and ask them if you do not have restrictions on receiving international withdrawals. As you can see, we have withdrawn your money three times before and now we also want to do it as quickly as possible. But unfortunately, the problem is with your bank.

М

Mila

We are sorry for the inconvenience. But we ask you to contact your bank and ask if you have any limits and tell us about the result. Thank you for understanding.

another issue before I was recommended to withdraw money in cryptocurrency I have a crypto wallet

М

Mila

Unfortunately, we can not send your money via crypto wallet. Please, go to your bank and ask them about limits and tell them about the results. I'm extremely sorry again.

I have deposited in etherum 28 eur as you approved I made a withdrawal 1000 eur which was not approved as usual

23 hours ago, seen

Thanks for your message! The team will get back to you soon here or by email (ingvarssoningmar56@gmail.com)

Consider adding any details that might help the team to answer your question.

М

Mila

We can not withdraw your money via crypto wallet. We have already withdrawn your funds before and would like to make it possible now. We ask you to contact your bank and clarify if you have any restrictions on accepting money or other restrictions from your banking side. If there are any of them, please let us know as soon as possible.

Hi,

We are still in a constant contact with a player. We are trying to pay out his winning, but every time we get a decline. We have got a RNN number 0270154444** from our payment processor, they told that the player can refer with this number to his bank and they will be able to locate one of the payouts that were declined. Hopefully, this will help.

Have again been in contact with my bank regarding Rnn 0270154444 **

The answered number does not exist

The bank does not deny repurchases

The strange thing is that a repurchase is possible

through.the error must be on the casino.

Made a new withdrawal of 3000 eur

rejection again. The casino wants me to lower it to not exceed 1000eur

HAS THE MONEY run out?

That's what I think.

Dear Maxcazino Casino team.

Please, is there any new info?

There were more withdrawals attempts by the players. We have processed all of them, however 2 payouts have returned back with a decline status. Our support has suggested to split the payouts in less than 1000€ withdrawal requests, maybe that will help. From our side were are trying all the best.

It is very slow to get my 16500eur.

This week I have made withdrawals for 3500 eur in smaller withdrawals.

On 09/29, 820 euros came into my bank account

The casino blames my bank for blocking withdrawals

which I do not believe in, in total it has come in 1820 eur.

These 1820 euros would not have come if the bank blocked my withdrawals.

Once again I want to say to max casino, the bank never blocks a repurchase and there is no limit to repurchases. It is not difficult to figure out what this is about, you start to reveal yourself more and more.

In my eyes right now, Max Cazino is a real j **** shit casino that does not pay out winnings.

Dear Ingmar. 

First of all, I highly recommend you to avoid playing with the amount so you get the whole amount without losing it.

Have you received any additional payments? It is clear that the casino really wants to pay your winnings and please be aware, that so far we have had only good experiences with this casino. Sometimes the problem may not be the fault of the casino either the player. Please, be patient, I am sure we can find a proper solution for you to get all your winnings.

I could see today that 20 euros had come into my account.

Hey Ingmar.

Is there any new information about your case, please? The casino provided us with relevant information that there are obvious payment difficulties and they are trying hard to solve the problem. However, we may require your assistance.

Today I could see that 290 euros have come in. in my bank account.

Ingmar, there is an obvious problem in your bank, since they are clearly rejecting these payments. There are two options, you can wait and then choose Swedish licensed casino or go to your bank and find out what is wrong (it may also help you to get your winnings much faster). What do you think? Could you do it? 

Hi Jozef, I have been in contact with the bank 3 times that the casino has difficulty transferring my money to

my bank card. the bank has said all 3 times that they never reject any repurchase to bank card and there is none

limit how much you can receive. What the bank rejects is when you have to pay with a bank card and there is no money on the card. This is the information the bank provides. I do not think they would lie to me.

But to meet you Jozef, I have once again contacted the bank and sent a message.

we'll see what the answer will be.

Ps. I play at more casinos without a Swedish license with this bank card, where I have been able to pay with this, it has never been a problem to withdraw winnings on the bank card.

Today my bank called me to respond to the message I sent.

It was almost the same answer I got as before.

They could see that some repurchases had taken place earlier, if the bank had stopped

refunds from foreign casinos I had not received them.

The refunds that the casino sends are rejected before they reach the bank, it can be for various reasons.

Why can the casino not send the money to the Iban number that is linked to your bank account. then comes the money

to you.

That's what the bank told me

Hello,

As per the reply that the client claims came from his bank, we have thoroughly answered and commented on this whole case with our CEO’s response last week. Furthermore we have taken and provided proof of everything that we have been communicating up to this point in form of transfer codes, screen shots from the payment provider themselves and even going as far as sharing some other size-able payouts we have made during that given week to our other players. 

As you well know the payment processors work in very strict and automated ways, it is not us doing a manual wire transfer to his Iban form our personal accounts. We are not only bound by regulations but by the processes of our payment providers and his suggestion counts as a separate payment method in the gaming operations world. 

We will be taking a defensive here because the client himself has not provided you with any proof of any of his statements and communications while at the same time we see that he has managed to get some more money withdrawn from us in the meantime. Our stance is clear, we continue to pay him out when the payments go through. Whether they do or not is most definitely not an issue on our behalf nor in our control. 

Best,

MaxCazino Management

Hello there,

Dear MaxCazino team.

Thank you for your response, we highly appreciate your cooperation.

Dear Ingmar. 

I can fully confirm the casino statement, they are really trying hard to get your winnings into your bank account. I highly recommend you to stay patient, wait for all the payments and then, if you are not satisfied I recommend you to choose a different casino. However, to be clear, we do not believe this is the fault of the Maxcazino team. Your bank is clearly rejecting the payments (maybe their automated system and they do not know about it), however, from the casino site, it is everything right and sustained with proofs.

I am extending the timer by 10days, could you inform us when you receive the rest? 

Hi Joseph

Has received new information from my bank and they know why withdrawals are denied.

I have sent the message to the casino. get to see what they answer.

Hello there,

We still constantly communicate with the player and trying to do our best to ensure all payouts will be delivered to the recipient.

Best,

MaxCazino

Dear Ingmar,

I am extending the timer by 7 days. Please, let us know if there is any new info.

The deposits of my profit of 16183 eur in small sums seem to have stopped completely.

I was told by the bank that the denied withdrawals were due to the fact that my information on my bank card had been entered incorrectly.

So apparently the repurchases work when the card details are written correctly.

Who slices in incorrect information ????????????

Dear MaxCazino team.

Please, could you react?

Hi Joseph

I have decided to give up getting paid by the casino

it is completely pointless to make withdrawals nothing goes through

had I not contacted casinoGuru I would not have received anything

thanks for all the help.

I'll play up all the money left

The casino closed my account and stole

12000 eur

Hello Ingmar.

Please, be aware that the casino is still researching your case and trying to find the right option to get the amount to you and your amount is still locked in your account. Are you open to get it through another payment method?

In addition to the previous post, here is the document we have received from payment processor today with up to date info - link.

Hi Joseph

I have always been open to that

get my money via another payment method.

The casino suggested that I could get them in cryptocurrency but when I was going to make withdrawals the casino was no longer interested in this. The only payment method I could use was my debit card.

When my bank contacted me regarding all denied withdrawals could

they see that the card details did not match my bank card

The bank asked me to contact

the casino to correct this which

I did that would return.

Never got an answer back.

It seems completely pointless

to keep up with this casino.

But I am open to getting the money via another payment method.

Forgot to say my gaming account is closed.

We would like just to confirm that the player may continue using his account and continue withdrawing his available balance. He just has to contact our support agents to open his account.

Dear Ingmar.

Could you contact the casino support and continue with your withdrawals, please?

The account is open

I have made a withdrawal of 1000 eur.

I am extending the timer by 7 days. Please, inform us when you receive the rest of the amount.

Hello Ingmar.

Have you managed to withdrawl the rest, please?

Hello Joseph

Has received money for 2 withdrawals of 500 euros each

I have made more withdrawals but it seems that there will be no more money now.

Ingmar, I have been informed by the casino that your balance is 0 (all withdrawals passed). Can we consider your case as resolved?

Hi Joseph

The balance stated by the casino is probably wrong.

Today 20-12-16, the balance is 20223 eur.

I make withdrawals all the time and there is no money.

Hi,

Yes, the balance now is much bigger since there were another big win for Ingmar. We keep trying to withdraw the funds.

Hello Joseph

We can close the case now.

I am tired of making withdrawals when there is no money left

Now that the balance is 0, I received an email from the casino that it was possible to use another payment method

The email that came from the casino

Dear Ingar,

We will contact you regarding your withdrawal request of 500 EUR. Unfortunately, it was canceled due to technical problems on the part of the payment provider. We apologize for the inconvenience. We ask you to use one of the other available methods, which can be found in the "Withdrawals" section.

In order to withdraw your funds via an alternative method, you must make a minimum deposit from the selected payment system and verify this form of payment.

Thank you for waiting.

Contact us if you have further questions. We are happy to help you.

Regards,

MaxCazino Team

MaxCazino has cheated me of a huge amount of money, tens of thousands of euros because they have entered the wrong bank card details

This is most like a criminal act.

Hope this casino shuts down

so that no more players experience the same thing.

Hi,

We can confirm that Ingmar has 0.08 euro on his balance and that in total he was able to withdraw 4008.00 euro. Other withdrawal attempts were declined (we have uploaded before the report from PSP with all the withdrawal attempts).

As for the email - we have checked it with our support department and received an answer that this email was sent on 17.12.2020 by a new support agent, who used the standard template they are trained to use at the start of such a case (we have in fact send him a similar email in September) and was not aware of the player’s case & the difficulties we were facing with him being from Sweden. We would like to state that nothing has changed since our very first message - we were trying to do our best to proceed all withdrawal requests, however most of them got declined for the reasons beyond our control. 

Regarding Ingmar’s statement that we have been entering the wrong bank card details - As you know, we as an operator, have no possibility to store and access the card details, everything is done via PSP. We have provided above the report from PSP with all the attempts and it is possible to see that every time there were the same card details. Ingmar keep accusing us of cheating, however we have done nothing to prevent these withdrawal attempt to go through. We would like to remind, that the player also asked us several times to close his account and then open it again, threatened us, requested for his winnings to be donated only to return and play more time and again.

With this being said I expect us to be able to move further with this case. Let us know please if you will need any additional information.

Best,

MaxCazino Management

Cazinomax seems to have difficulty understanding or does not want to understand.

All withdrawals that have been denied, the bank card information is incorrect

All withdrawals at 4008eur. that I received in my bank account, the bank card information is correct

someone has to change the bank card information, I have a hard time believing it changes itself.

Had now the denied withdrawals had the right card information then I could have received all my money,

thus several tens of thousands of euros.

Earlier before Casino Guru came into the picture, Casinomax offered that I could change the withdrawal method, I did exactly as the casino support said, deposited cryptocurrency and would seduce me. All of a sudden this did not work.

I was only allowed to use my bank card. Maxcasino does not stand by what they say.

I ask Maxcazino to close my account permanently, I think it is completely pointless to play without being able to make withdrawals. The casino closes down.

Later on one occasion I tell jozef my account is closed, not long after that the casino offers to open it again, a permanently closed account that will never be able to be opened again. The casino opens it again.

I start playing again at the castle Magic Mirror Delux and win a lot of money, soon after that the game is no longer there, then the casino has removed it.

When I have lost all the money, the email comes that it is possible to change the withdrawal method.

The casino comes with new evasions, it was a standard message that went away by a beginner in support.

This rogue casino is one of the worst I've ever been through.

For my part, I close this case.

Dear Ingmar.

We believe the case is on its end now. Unfortunately, I will not provide you with a satisfactory resolution. 

Since the casino provided us with relevant proofs it is obvious that there is no problem with withdrawals on their side (you even received the first disputed amount) and we cannot punish the casino for the faults of the payment processor or your bank. 

About the second winnings, it clear that you would be eventually paid but with the fact that you have legitimately lost it, there is no relevant reason for you to receive the refund. 

Therefore, we are forced to close the complaint as rejected.

However, you have a complete right to do not agree with our decision. There is another option, you can file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, contact me if you have any question.

Best regards, Jozef

Casino.Guru