The player from the US reported that CasinoMax had refused to verify his account for payout despite the player having provided numerous documents to prove his identity and address. The player also mentioned their unsuccessful interaction with customer service. The player's attempts to validate their address with a rental agreement had been rejected by the casino, which insisted on a utility bill or bank statement from a brick-and-mortar bank, not an online app like Cash App. The casino maintained that the documents provided were insufficient for KYC purposes and did not meet their criteria, despite the player's insistence that a rental agreement was accepted by KYC standards. The player had expressed frustration and accused the casino of being a scam, while the casino reiterated the importance of verification to prevent fraud and comply with legal requirements. The Complaints Team at Casino Guru had been unable to resolve the issue due to the casino's strict document requirements and the player's inability to provide the necessary proof of address. The complaint remained unresolved as the player considered further action.
CasinoMax - Verification and payout issue with player's CasinoMax account.
Amount: $150
CasinoMax
Safety Index:Very highOther
REJECTED
Case summary
Casinomax refuses to payout before i even played i instant chat with one of them and ask bout verification they said its no problem and then when it came time to payout now they refuse to verify me they have been rude and will not let me speak to a manger or someone in charge ive played six different casinos owned by ayden NV and none have paid out how are they allowed to rob me and not get in trouble this is criminal how they can just take you money ive complied with all thier rules and regulations and still they refuse to pay ive sent check stubs ive sent bank statements tons of documents to verify my address but they won't expect none of them then the guy told me a letter would work as long as it has my full name and address and dated in the past three months so i got someone to send me a letter now they are saying the wont expect that
Dear choatejess18,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account 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,
Petronela
Yes its been around 2 weeks maybe longer the issue is i live with someone and trying to prove my address ive sent bank statements but that wont expect that bank it shouldnt matter if they expect the bank my address is still the same ive sent tons of documents but the will not expect none of them then one guy told me that they will expect a letter so i got my sister ti write me a letter now they saying that will not work ive got the email where they said a letter will work
Yes I submitted a complaint couple days ago I haven't heard anything back from you but now they closed my account I can't even log into it anymore so what do I do now they just robbed me and I can't do nothing about it
Thank you very much, choatejess18, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
Hello, choatejess18!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Hi there, I believe you may have us confused with another casino and casino group?
Firstly 'Ayden NV' is nothing to do with CasinoMax and I've looked up your username and you don't have an account with CasinoMax.
Please can you confirm which casino it is you've been playing and had the issue with?
Maybe I misspelled the name it's not Ayden it's anden NV and you know thats what I meant 
thought you said anden NV had nothing to do with casinomax it's crazy your own by them you and a sister site to all the other ones admit it you casino is a crook anden NV
OK I see the issue here.
The player has presented both username and email incorrectly. The username on your account is immseep83, as shown in your email relating to your win. Not Immaseep as provided.
We also have a different email address on file. Also, the reason why the player wasn't showing up in my search.
I'd also like to confirm that we're nothing to do with Casino Extreme or Anden Online NV. I'm really not sure where this is coming from but there is some confusion on your part relating to this?
Now I have access to the account, I see that no deposits have been made yet and you have claimed a free spins no deposit bonus in which you've won. You currently have a balance of $150.29.
YOUR ACCOUNT IS NOT CLOSED EITHER AS YOU STATED.
In fact, there are no restrictions on your account whatsoever. All you need to do is complete verification - Proof of address. So far, you've sent the following...
- Digital depositing check - rejected
- Utility bill undated - rejected
- Cashapp statement - rejected
- Handwritten note - rejected
WHAT WE NEED
All we need is a recent bill, bank statement etc that is dated in the last 3 months, that is either sent in the post or a PDF downloaded, all banks offer these with online banking or if you're paperless for example. Anything recently dated, from an official source with your address on it.
Wherever you play online, you will be asked to verify your account in similar ways. It sounds like you've had a bad experience elsewhere and that is affecting your perspective of CasinoMax. Maybe because we're asking for the same or similar documents that you're having trouble finding. However, this is required to complete the verification on your account, all part of the KYC procedures which are a legal requirement. We have to know who we're dealing with.
We're more than happy to pay out your win, you just need to verify your account as all players do. Please get in touch with our customer service team directly who will help you resolve this.
As you see ive sent many different forms of address verification that has worked with every other casino except this one as ive explained i live with someone bills all in there name i do not have a car nor phone or any type of utility bill in my name i also have sent three different bank statements witch you won't except either my point is i can send every piece of paper i own if your not gonna payout whats the point my chime statements first said couldnt be screen shot needs to be pdf so i download a pdf and send it no we dont except that bank so i ask witch bank do you except you never answered back then i got a email next day saying i letter would work as long as it had my name address and date and was sent threw the mail well guess what you rejected that to after you told me it would work so you tell me what else can i do please im open for suggestions until you can my review of your casino stays the same its a scam it will not payout and they are crooks
We clearly state the KYC process on site and it is down the the player to ensure they can comply with any online casinos requests for account verification. If you are unsure if you can meet the requests, it’s always best to check before you play. Full details can be found here…
https://casinomax.com/info/knowyourcustomer/
The request of letters dated within the last 3 months refers to letters from official sources such as banks, phone companies, utilities etc. I don’t see on that email that they request a letter from your sister?
Posting slanderous comments here and confusing us with another unrelated casino group will not help your case, I’ve clearly stated what is required and that we’re happy to pay you out as long as you’re able to complete the verification process. As for stealing money from you, this again is untrue as you’re yet to make a deposit, the win is from a no deposit coupon that we’re happy to pay out on with a verified account. Please stick to the facts to ensure we can resolve this smoothly.
This is not a scam, it’s a legal requirement to help prevent fraud, misuse of personal information and money laundering.
My suggestion at this point is to reach out to our customer services team and discuss what options are available to you to enable you to complete verification.
Slanderous are you serious ive got nothing but facts sir check it all out ive sent pictures i said nothing but the truth
choatejess18, I have studied all the information that you and the casino representative have provided. The verification is the essential part of having the account in the online casino. Unless you complete it, you will be unable to withdraw any winnings. Please, provide all required documents to the casino. If you will have any questions or need any help or advice on the documents that are needed, you can ask here or write to my e-mail: pavel.k@casino.guru.
I've stated on numerous occasions that we wish to pay you and we're trying to work with you to find ways to verify your account. If you live so far off grid that it means you have no forms of proof of address, you'll struggle with many things, not just verifying your account with an online casino.
In relation to the slander "they are crooks who love to take your money but not pay you when you win" - As mentioned, we're trying to work with you to get you paid but also, you've not actually deposited any money with us, so we've stolen nothing from you, nor have we taken anything from you or, any other player since we've launched. You've won from a no deposit coupon and regardless of that, you still need to verify your account as any other player would.
Please contact our support team who are available for you 24/7 so we can get this resolved in a civil manner. We're happy to pay you, we just need you to complete verification as all players need to do. It's not a new thing, it's not a scam, just a legal requirement that we have to go through as part of the KYC process.
Like i said ive tried to message your casino ive told them many times my issue and the only reply i get is the same one ill keep trying to find a proof of address but it would probably be easier if you mailed me something with a verification code and when it comes in ill email you the code and slander i haven't sir if you win money from anything that money is yours you won rite if the person you won it from dont wanna give it to you then thats stealing so basically what your issue is is i won off a no deposit bonus that your casino gave me for signing up but since i haven't deposited theres a issue my question is why do you give bonuses if you dont wanna honor them sorry for all the trouble but its a lil aggravating to be taking advantage of by someone or some cooperation just because they can
We're not looking to take advantage of anyone here and I have said many times now, we want to pay you, we're happy to pay you, but we just need you to complete the verification process as every player does. This is on the player, not the casino and usually we don't have such issues where the player seems to be incognito with little to no legitimate forms of ID.
We're in a catch 22 situation here where we have a legal obligation to perform such checks before any funds are paid out, regardless of the amount. Please understand that because you feel you have been mistreated by other, unrelated brands, that we're doing the same. Maybe you also couldn't verify your account at other brands and you had the same issue, it doesn't make it a scam.
However, all being said, this will not get resolved here on CasinoGuru. I will speak with our Customer Service Manager to see if we can get someone to call you to run through options, alternatively reach out for free and we can try and resolve it amicably over live chat or the toll free number.
Like ive said sir ive tried to talk with your support team they only give me the same response this is where im getting the most help is on this website but i just received a email saying now you gonna require a deposit before i get my winning ok i cant deposit no money until my account is below a certain amount so what your telling me now is i dont get my winnings because i used a sign-up bonus can you see where im coming from your casino offers a sign-up for signing up with them but your casino will not payout if you win on the sign-up bonus my question one more time why do you offer sign-up bonuses if your not gonna honor the win
Ok I need someone from the casino to make me understand this my driver license and cash app debit card was approved but my cash app bank statement was rejected why and how can my card be accepted but my bank statement not be sir ive give my response this is ridiculous that i have to go threw all this to get my winnings from your casino you can not accept my card but not my bank statement
Ok i did as they ask and contacted there casino for them to give me the same response they only accept they things i dont have they are crooks they can keep the money it a shame what they bring to the gaming community its sickening really once you sit and think about they get to flat out rob you and there is nothing you can do about it the sad part is you dont need any kind of verification for them to take money but you do for them to give money this casino is not a good casino casinomax is a criminal with a lot of your money backing them they will not payout
Can someone help me it can't be legal the way they can just not pay there has to be a way
So we offer signup bonuses for many reasons, however this does not prevent you from receiving your winnings, even from a no deposit offer. Failure to be able to comply with the terms and conditions causes that. I've stated our policies on the KYC process and what is required. As a player, you need and should be able to confirm and prove your identity in order to satisfy the KYC process. Again, this is for the safety/security of you the player and us the casino to ensure the name and address is legitimate and not idntity, financial or any other kind of fraud.
It's also in the terms and coditions about withdrawing...
"Before any withdrawal request can be processed the Player is required to make at least one successful deposit and present their identification documents (copy of government ID, proof of address, copies of any cards used). Manipulating, falsifying, altering or failure to provide verification documents within a reasonable time will lead to account deactivation and voiding of winnings." https://casinomax.com/info/terms/ [General Rules and Regulations - Point 14]
With all due respect, it does sound like you are unfamiliar with the processes of an online casino and you seem to be treating each step as a personal attack with us finding ways to not pay out your winnings. Please understand that online fraud is HUGE, which is why such protocols are in place. These protect you and us for the very same reasons. The requests that are made of players in order to valitdate their accounts isn't beyond reasonable, the documents requested are available to the vast majority of adults, or a suitable substitute (ID, proof of address, copies of any cards used).
The reason your cashapp bank statement was declined was because it wasn't dated I believe. For a statement, we require one dated within the last 3 months, either a copy of a physical statement posted to you, or a downloaded PDF version.
We operate the casino in trustworthy and transparent way, you signed up to the casino and confirmed that you read and understood the terms of the casino. However, when it comes to verifying your account, it all seems to be a shock to you, as if we've just informed you that we can't just send you $150 without knowing who we're sending it to. Every transaction that is made within or by the casino has to be accounted for. It's a business, therefor there are processes that need to be followed.
Your lack of understanding of these points seems to suggest that the problems you've had at other groups of casinos are related to the same issues you're seeing here with CasinoMax, not because the casinos are scams or crooks but the fact that you're unable to confirm fully who you are and where you live. As I say, all online casinos have a KYC process, some stricter that others. However if you can't pass basic verification then I would suggest that you speak with the customer services teams at whatever casino you play at before claiming a no deposit bonus or making a deposit.
From a responsible gambling perspective too, if you don't have the funds to make a deposit to open up the lines of communications with your bank, then I would seriously reconsider your future in gambling online or even in person. Playing in a casino (landbased) requries you to make a transaction before being able to play or win. This is essentially the same thing, making that transaction to allow us to send money to your card. This should not be an obsticle for you, it's a formality.
First of all sir ive proved my identity over and over again but you will not expect the proof i have ive sent bank statement ive sent paper work after paper work but not expected now you expected my cash app card that was ok but will not expect my cash app bank statement makes no sense ive sent my chime bank statement rejected then you give me the same response you want a utility bill well you know i dont have a utility bill no utilities in my name i dont have a car so what else can i do why won't you send me some mail then i can send it back or email it thst would prove i live where i say and all the paper work ive sent says i live
And my cash app statement was dated with full name and address everything your asking me for but you wont expect it and no sir the problems with the other casinos had nothing to do with my verification they verified me with ease they didnt want to pay me all my winnings i won 3500 and all they gave me was a 100 know your facts before assuming isn't gonna help either way o understand the rules and regulations but with all my years of playing online casinos never have i had one not approved the documents sent eveything i send you reject point being is im not trying to register my cash app account to use with your casino but the statement clearly shows everything your asking for full name address and DATE same as my chime statement but you will not accept that now how is that my fault because you dont wanna payout what ive won please make me understand that and pull up the transcript of the day i signed up and read that that tells you everything ive said has been facts 100% ive got nothing to hide im trying my best i dont have utilities in my name i dont have car insurance i walk everywhere i go i dont have a hospital bill well because i cant afford to go to the hospital so is there another solution or am i just shit outta luck
Sir first of all I just read your whole statement and your a very rude person second what happens at the other casinos has nothing to do with the fact your casino isn't trying to payout winnings and the final thing in have to say sir I won off of a ( No Deposit Bonus ) your lack of understanding that is beyond me do you understand what no deposit means Im guessing not so if you want to stop being rude and unkind we might can get some where oh did you check the transcript on the day i signed up might want to do that before you put your foot back in your mouth I would like to resolve this or escalate to a higher person of your casino because the lack of understanding on your part isn't helping plus your just rude hateful person
Just a follow up everywhere online says a lease agreement or a rental agreement will work for address verification so I went got a renters agreement and they won't except that either this casino is crap they are not gonna payout i dont care what they say they are criminals that take money low lifes that wont honor a dang word they say they lied to me twice already now I guess imma have to get a lawyer all this over $150.00 apparently they need it more than me please people beware and stay clear of these thiefs they refuse to let you talk to anyone in charge and they are rude unpleasant people to some it all up they are not gonna pay me one because they will not expect anything i send to prove my address two bank statements three or four other things they list thats acceptable no in my case tho it sickens how they think they can rob me and get away with it rite here at Christmas 150.00 isn't much but it would've helped a little now I've got to spend more money on a lawyer you why would they payout when they can just rob everyone imma start me a online theift. Ring call it you got robbed at max casino .com 🤬
Hi there, sorry if you believe I'm being rude, maybe I'm over explaining and it's coming across incorrectly. I'm doing what I can to try help you.
Looking at the notes, the rental agreement states that you lived at the address, but does not say you currently are renting the address you've provided. I believe you've already spoken with support who have advised you further.
I havent even sent you a renters agreement yet so how do you know what it says fyi it states clear as day when i started renting to date i still live there the simple fact of the matter is you just basically said no matter whst i send your not gonna verify me witch is ok but there will be consequences for the way you and your casino have treated me hope you have a blessed day
CasinoMax, could you, please, state, which documents are required for the player to finish the verification? I will try to discuss it with the player and to find a solution to the situation.
choatejess18, the casino representative is indeed trying to help you. The verification is done in 99% of online casinos and the verification deposit is required in all cases where the player has won from the no-deposit bonus as well. I thank you for your patience and hope, that we will try to find an agreement.
Having reviewed the chat logs, I can see that the rental agreement wasn't sent as I thought it was, instead you were advised that it wouldn't suffice, the casino manager also goes into reasons why you can't use the rental agreement and the online money apps that you also offered up...
"Hi Jess,
A rental agreement would not work as whilst its proof you may have lived at an address it would not be accepted as it doesn't necessarily prove that you reside at the address currently.
As previously mentioned it would need to be a bill or similar that has been sent to you via post, or we accept the PDF version of a bill, however it cannot be a chime or cashapp bill as these are too easy to set up without validation of the address.
As such any other bank statement, telephone bill, utility bill or cable bill will work it simply has to show your name and address and be dated within the last three months.
We will not accept anything that is essentially you filling out a form with the address info as I am aware that is what was sent in the past, so it would only be the information above that would be adequate in verifying the account.
Unfortunately if you are unable to provide adequate verification then any winnings may be deemed void and the account closed.
Feel free to send over anything you have and we will happily review it, but if it does not fit the criteria mentioned above then it would be rejected by our cashier dept.
All the best
Aiden
Spinfinity Manager"
At no point have we advised you that we won't verify your account regardless of what you send in, that's not the case. You have to go through the verification process just like any other player and we've advised you on many occasions what we need. Also, you will need to make a deposit which will be or can be fully refunded out with your win, this deposit opens up the account for cashouts. Questions would get asked from auditors if money was leaving the busines with no link as to why it's leaving.
Please supply suitable documents so that we can pay out your win. If you require further help, please seek support from our 24 hour customer support team, there really is little more that I can do here.
So neither of my banks you expect none of my documents will you take now if that dont tell you how big of a scam casinomax is it went from trying to work with me to the same old email admit that your crooks and we will drop this whole thing just say your hear to rob me because thats what your doing or did imma put this on ya may everyone of your good days grow dark until you set rite what you wrong to take from me when ive done nothing but fallow all your rules and playthroughs to still not get my money is unprofessional as someone who makes a living off of the public by stealing from them may you reap what you sow
CasinoMax, could you, please, state, which documents exactly are required for the player to finish the verification? Is the proof of address the only mossing one?
As far as I can see, we just need...
- Valid proof of address
- A deposit to cashout the winnings
We're not asking for anything out of the ordinary here, just basic documents that the vast majority of people should have. We're not scamming any player, especially not for $150. The resources and effort we're giving this player in order to get him paid should show this is not about us not paying a player for $150. It's with the player to be able to provide the correct documents to pass the KYC process which is clearly presented online. https://casinomax.com/info/knowyourcustomer/
If you were to walk into a bank to open up a new account, what ID would you take with you to firstly prove who you are and secondly to prove where you live? They would ask the same information.
I believe we've communicated clearly to the player exactly what is required throughout all stages and until the player can complete the verification process then there is not much more that I can do here.
Thank you for the clarification! Now, I will try to find the solution with the player.
Ive provided documents now please read this carefully when i send my bank statements to my debit card that is already accepted im not doing anything accept trying to verify i live at the said address ok the statements i sent come from my bank witch sutton bank sutton is a real bank its the one i use also a list of things that everywhere else accepts to verify address in the pics below imma send you will see it says bank statements what it dont say is bank statements from certain banks you can not tell me i cant use the bank that i use thats crazy how convenient for you that the only to banks i use you dont accept imma send to or three pics and my bank statement to you guru and you can send them and see what happens and i would take my drivers license to the bank to open a account witch you already have that is all that is required to open a bank account because why in the hell would you i lie about where i live that makes no sense at all imma open a account with your address some all my info gets sent there yea think about it what do i have to lie about nothing at all i live at said address dont believe me write me a letter send a anything to the address given and i promise you ill get it ive lived here at the same address for over 25 years same spot
The main issue with Cash App from a anti-money laundering perspective is that it's not a bank itself, its powered by various banks depending on location of the user. I can sign up now and link my bank card to it and provide any address I want. This does not qualify for a valid proof of address.
The bank statement you've provided is just a statement of activity from Cash App, not your actual bank account.
Why would you give any address so all you banking info would go to whoever that makes no sense sir show me in (https://casinomax.com/info/knowyourcustomer/ that) policy where my bank isn't accepted not one line in all of that does it state that cash app isnt a accepted bank
Sutton bank witch owns cash app is my bank that was a screen shot to show them something but yes sir that is my statement read at the top of the page sir it clearly says bank statements but even tho its not what ever your looking for it clearly states everything your asking me for my name ADDRESS and date with in the last three months not matter how you look at it its giving you all the info your asking me for
CASINOMAX IS A SCAM let me put this in perspective if they have only 5million people paying on there casino and they only rip or steal $150.00 from lets say just a million people thats 150,000,000 dollars they are stealing daily do you see then they give you so my trouble to get your money we just walk away and let them do it because off the bullcrap they give use its been over month if not 2 trying to verify my address and everything i have they conveniently will not accept no where in their policy when you sign up does it say we dont accept your bank only the banks your not a member of this is bullsh** they are CROOKS THIEF'S AND A SORRY EXCUSE FOR A CASINO
Mr Choate, let me put this to you. How do we know you're not the scammer if you're unable to provide documentation that verifies you and your account?
As I said to Pavel, if a player cannot provide the neccessary documents to fulfill the casinos request to verify their account, this does not make the casino a scam. We run the casino with honesty. interity and with both player and casino security in mind.
Let's say we didn't verify accounts and a scammer was using your ID and credit cards to play, if they won should we just cash out any winnings to any method they choose without doing any KYC?
If they lost, would you be OK with them playing with your money?
Is it unreasonable to request documents, as detailed in the T&C's which are presented before you sign up, that adults should have access to? These are basic documents and consist of the following...
- Photo ID - Driving licence, passport (photo and cover page) or a national ID card.
- Proof of Address - Bank or utilities statement, council tax, phone bill, etc., usually dated within the last three months
- Credit/Debit Cards - Photocopies of the credit/debit card used on your account (front and back)
As detailed on CasinoMax here https://casinomax.com/info/knowyourcustomer/
This is the reason we and most other online casinos have KYC in place, to protect you and us and not to scam as you keep suggesting.
I understand where your coming from I really do but in your policy when I signed up where does it say my cash app isn't accepted where does it say we are gonna be rude and not understanding can you look up the day I signed up can you get that info and the transcript from that day I would like a copy please trust me friend am not trying to be difficult I'm just in a difficult situation rite now that's all just try and help me understand instead of coping attitudes I think I've got it figured out I'll get back to you in later today I really do apologize for the trouble I know your tired of this to just try an be a lil more understanding please
We've worked with you every step of the way, here and with the direct contact with support and us direct with Pavel. A number of people here have spent a lot of time with you to try and iron this out. I don't get why you're intent on claiming we're a scam casino after all this.
We get that times are hard currently, especially this time of year, and people have various things going on in their private lives. However, and in all honesty now, gambling is not the answer to get you out of any hole. I get that it was a free chip, but we don't want you to push on further if funds are tight.
In relation to the terms, it's impossible to state every app that is not classed as a valid form of ID, it's just not feasable. What do say though, is players must provide the following when signing up or wishing to cashout...
- Photo ID - Driving licence, passport (photo and cover page) or a national ID card.
- Proof of Address - Bank or utilities statement, council tax, phone bill, etc., usually dated within the last three months
- Credit/Debit Cards - Photocopies of the credit/debit card used on your account (front and back)
A bank statement is more your bricks and mortar type bank, not an online app that allows you to hook a preexisting card into it.
You did mention you had an account with Sutton bank (not the Cash App account), do you have bank statements for this?
I'll try and them to send me one today I apologize to you and your staff for any and all trouble and I don't gamble I just started like 3 months ago playing online casinos and let's just say it's not been a pleasant experience
Honestly, I'm really sorry it's not been a pleasant experience. It shouldn't be like that, it should be fun.
Unfortunately with most online casinos there is a couple of hoops that need to be jumped through, but once cleared it's plain sailing after that, usually. These hoops aren't there to scam anyone either, they're in place to prevent being scammed.
Sorry you've not enjoyed your entry into online casinos. 🙁
choatejess18, hello!
Have you found a way to provide necessary documents?
Yes they never said anything so i messaged them their not gonna verify my address because the document wasn't deemed fit i think is how she put it I've been waiting almost 2 weeks for something they could've done in a day this goes back to the very beginning of this whole thing they are gonna give you the run around until you say screw it and walk away from you money they are scamming people by the millions they have wasted so much of my time its ridiculous is their some other way i can try and make contact because there isn't any reason the rental agreement should've worked
Hi Jess, honestly now if we were looking at scamming you, we wouldn't still be talking about this now. We've been very accomodating with you in order to try and get your account verified. However, without the correct documents issues will arise.
Speaking with the staff you've spoken with today you've stated "I'm not gonna give my bank statement to a casino". This suggests you have a bank statement and you're not willing to share it. We're not interested in your spending habits, it's purely a recent form of proof of address from an official source. If you're not willing to hand this over, maybe there is more to this than the innocent player getting "scammed" by a casino?
Things got a little more complicated with the two addresses you've presented, however we're just waiting for proof that you live at the address you've provided to the casino when you signed up.
I would think having a rental agreement, this would also mean you should have bills such as gas, electric, phone, internet, tax bills etc dated within the last three months. Something, or the bank statement as previously mentioned.
Without this, we're not going to be able to verify your account based on the information you've already provided.
It says in the rental agreement all bills are in the landlords name you havent even read the dang thing sir a rental agreement is accepted in every part of the world that has something to do with address verification except illegal casinos apparently
a tenancy agreement also know as a rental agreement can you read sir it says clear as day a legal contract between landlord and tenant
choatejess18, the problem with the rental agreement is that it is dated outside last three months, so, technically, it is possible that you could live somewhere else at the moment. Have you submitted the rental agreement as the last document or have you tried anything else?
No sir if you read the very first sentence it says this the date December 2 2023
CasinoMax, given that the rental agreement date is relatively recent (less than a month ago), could there be any other reason for it to be declined?
Besides they dont wanna pay me no sir its a legit contract it the contract i signed when i moved in we just basically renewed it to give them the documentation they are asking for
So for me this is where it's getting messy.
The player signed up on 10/26/2023 but presents a new rental agreement on 12/20/2023 stating that he lives at that address? The casino has already told the player they will not accept this to prove his address. We've previously been told it's month to month afreement but also he's lived there all his life.
I believe due to the conflicting information we're getting, the player needs to present a utility bill or bank statement and not a renters agreement as he's been told already. If this can be done, the player is paid.
Details found here https://casinomax.com/info/knowyourcustomer/
There isnt anything conflicting other than this shady casino i think you need to show me in your policy where a rental agreement isnt accepted nor a cash app isnt accepted think ive showed enough documents on my end show where anything you've said it wrote your disrespectful and i want to file a complaint with your boss or grievance or whatever you want to call it
The only reason i had the rental agreement drew up is because of this address verification to prove to you i live where i say i do you have a legal binding contract stating i live there
They denied my payout request again still saying my address verification has been rejected and as you see they still aint answered here can i have a email so my lawyer can contact you and let you know what hes fixing to do please and thank you
Look they use KYC for verification thats what they use this is what my lawyer gave me straight from KYC 
The very first one accepted by KYC is a rental agreement now ask them why they wont accept mine please
To sum it up casinomaxx has stated that they do not accept rental agreements but the documents i just sent states other wise a rental agreement is acceptable by KYC standards and if you read the last entry from the casino the guy states he believes i should have to well anyway let me stop you rite there i dont KCY dont and noone else cares what you believe sir by law witch im sure you dont care about because youve broken many times just in this case now you've lied many times in this case now for what ever your reason is for holding my winnings as its starting to feel like its personal or maybe you just dont want to amit your wrong and have done me wrong idk what it is but you have 48 hours to verify me and get my winnings processed or we will be carring this to court thank you have a blessed day
P.S. Mr Pavel will you please contact me on my email mail address thank you again for your time and everything else it is greatly appreciated
Ok you win its gonna cost way more but this casino is a scam as with any scam they have to appear legit so if you actually received your winning from this crappy casino consider your self lucky this casino has been a complete nightmare not once will they let you talk to a manager or even someone that could at least have a clue this place has been the worst experience of my life hands down they can prove nothing they cant show where there policy says cash app isnt accepted they cant show anything that can make sense other than hey give us your bank statement so we can rob you even faster thats all they want from you is your bank statement soon as they get is month goes by next thing you know you done applied for credit cards and bought shit all over the place thats what im going threw now with the last sorry casino that only thing they conveniently accept is your bank statement now some done bought all kinds of stuff stole my identity and you know where it all came back to a online casino please people beware of casinomax the customer service is snobby people with there heads shoved so far up their own well you get the point i would like to leave this review up as long as possible but we can close it because there not gonna pay and lawyer gonna cost minimal 2 grand and its just not worth it and thats what these people know that you cant afford to fight for what you won so they just take and take and take but with that being said i wish this opawn them for the ones who take from me shall there possessions of the martial and the passions of their happiness be take from them until they to feel how i feel until they to feel how i feel until they to feel how i feel and only the one who put this curse in its place have the power to remove it for thats how i see it for thats how it shall be
choatejess18, for now, all my colleagues are on holidays, and I cannot try to move this case further by myself, as I need to consult with them on a few details. I will return with the nest response after Christmas. I thank for your patience and wish you happy holidays!
Hello, choatejess18!
I have consulted with my colleagues and we have tried to find a way to resolve this issue. However, unfortunately, it does not seem that there is a way for us to help anymore. I have tried a way for you to verify your address, but casino's requirements are strict and your renter's agreement cannot be accepted. I am sorry that it took so much time with no result. I wish I could be more of help.
Respectfully,
Pavel K
Casino Guru Team
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