Home Complaints Casino MaxCazino - Player’s withdrawal has been delayed.

Amount: €1,000

Casino MaxCazino - Player’s withdrawal has been delayed.

7.3/10 Fresh reputation Submitted: 16 Sep 2020 | Case opened
Current status

Waiting for Casino Guru to reply

6d 10h 29m 1s

Case summary

9 days ago - 22 Sep 2020

The player from Sweden is experiencing difficulties withdrawing his winnings because he cannot use a preferred payment method.

Written by Jozef Krucay
Data and complaints deputy lead
Public
Show English translation Show Swedish original

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

Automatic translation
Public

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

Public
Show English translation Show Swedish original

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

Automatic translation
Public

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

Public

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.

Public

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.

Public

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.

Public
Show English translation Show Swedish original

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.

Automatic translation
Public
Show English translation Show Swedish original

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.

Automatic translation
Public

Hello Ingmar.


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

Public
Show English translation Show Swedish original

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



Automatic translation
Private
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Waiting for approval
Show English translation Show Swedish original
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Public
Show English translation Show Swedish original

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.


Automatic translation
Public

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.



Public
Show English translation Show Swedish original

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.


Automatic translation
Public

Dear Maxcazino Casino team.


Please, is there any new info?

Waiting for approval
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case