The player from California had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The Complaints Team had advised the player that withdrawal delays could be typical due to factors such as KYC verification or a high volume of withdrawal requests. They had suggested waiting at least 14 days post-withdrawal request before submitting a complaint. Despite extending the response period, the player did not provide further feedback, which led to the complaint being rejected due to lack of information.
CasinoMax - Player’s withdrawal has been delayed.
Amount: $2,450
CasinoMax
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
I had a great experience and deposited a few hundred so far and finally hit for a little over 24 hundred! I made sure my account was verified before even depositing and now that I’ve requested withdrawl they keep pushing it out asking for more documents and I literally sent a video of myself holding my ID saying this is for casino max verification & they questioned my hair color cause it’s dark brown not black like my license??? This is insane I’ve never had any casino question my identity& I really hope someone can help me straighten this out because I really do need those funds
Public
Public
10 months ago
Dear nikkod1244,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
