BetMaximus Casino - Player’s account verification is delayed.

Betmaximus are trying the same old tricks Mr West did over a year ago regarding KYC documents to prevent account verification so I can withdraw.

I signed up to Betmaximus through your site. I didn't notice they were linked to Mr West. Kudo helped me finally verify my Mr West account 6 months ago here - https://casino.guru/complaints/mrwest-casino-player-s-withdrawal-is-severely-delayed

Betmaximus are claiming the same reasons. Passport and proof of address pictures sent without metadata changed. So I forwarded the same email I sent to MrWest of my passport and selfie (which in the MrWest complaint was finally accepted, as I took the picture on my phone and uploaded straight to email). I also sent Betmaximus my proof of address, pic taken on my phone and uploaded straight to email. I recorded my phone screen doing this and sent the email (same thing I had to do for MrWest last year).

I also sent in a video of my passport to Betmaximus showing all four corners etc and turning the ID in my hand (same thing I did for MrWest).

Same copy and paste response back from Betmaximus regarding metadata (Not possible for Metadata to be changed when taking pics on your phone and uploading straight to email, also documents were accepted by MrWest last year).

Perhaps Kudo could help again as it is ridiculous to be happening again with another casino run by the same company, for the same reasons even though I have used the same documents that were accepted by Mr West or using same method MrWest accepted to ensure no Metadata was changed (in case of the proof of address) so everything is in date.

*Can email all evidence as video files are too big.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello

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 takes 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? 

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, 

Attila

Hello,

If you see the previous complaint link you will see the lengths I went to with Kudo's help from your team with Mr West (Another casino in this group). It took 6 months.

In this instance I have detailed extensively above what has been provided above, so i'm not sure why you are asking this again when the answers have already been provided.

As I said above, if you provide your email I will send you the extensive documents that have already been provided and videos.

Could this be passed to Kubo

Casino Analyst & Complaint Specialist

He helped me with Mr West complaint in this group and was legendary.

Betmaximus are doing the exact same as MrWest. It seems like ignorance and/or deliberate obtuseness.

They have been sent

• Passport pic/email that Mr West approved last year - SAME COPY AND PASTE RESPONSE (Attached)
• Proof of address - Video of me taking the picture of the proof of address and uploaded direct to email - SAME COPY AND PASTE RESPONSE REGARDING METADATA (Attached).
• Passport picture - Video of me taking the passport picture and uploaded direct to email - SAME COPY AND PASTE RESPONSE REGARDING METADATA (Attached).
• Proof metadata cannot be changed if the picture is taken and directly uploaded straigh to email (attached).
• Proof I went through all this with Mr West and was verified in the casino group by doing all the above (Ignored).

I can send all the videos & attachments (some are too big as I haven't resized them so as not to change metadata) and emails once I receive an email from my complaint handler.

As expetced after sending the picture taken of the proof of address and recording my screen whilst doing it and instantly uploading (Twice) and the same for the passport I get the below back on email.

It's completely deiberate and done as profiling. Other then posting my physical documents there is no way of doing this.

Dear Player,

Thank you for your response.

Could you please forward all of the documents you provided to the casino for verification? You can reach me at attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I have forward you 9 emails.

Including the videos of me recording the screen as the proof of address and passport pics are taken then uploaded straight to email and sent in (Impossible for metadata to be changed).

If you could speak to your colleague Kubo he will let you know that this group did the same to me last year with Mr West showing they did the exact same. I eventually got verified.

Dear sageirsword,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear sageirsword,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BetMaximus Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello Jana,

Did you see all the evidence emailed to Attila. This included the following:

Passport pic/email that Mr West approved last year - SAME COPY AND PASTE RESPONSE (Attached)

Proof of address - Video of me taking the picture of the proof of address and uploaded direct to email - SAME COPY AND PASTE RESPONSE REGARDING METADATA (Attached).

Passport picture - Video of me taking the passport picture and uploaded direct to email - SAME COPY AND PASTE RESPONSE REGARDING METADATA (Attached).

Proof metadata cannot be changed if the picture is taken and directly uploaded straight to email (attached).

Proof I went through all this with Mr West and was verified in the casino group by doing all the above (Ignored).

You may want to talk to Kudo from your staff. He helped me last year with Mr West and it was the same behaviour from them.

I have forwarded the complaint to Betmaximus to make them further aware. Obviously ignored.

Hello Sageirsword and Jana,

I hope this message finds you well.

Following a detailed review of the player’s account, I can confirm that the submitted photos have been declined by our verification team.

To ensure the verification process is completed without unnecessary delays, the player must strictly adhere to the requirements previously communicated. Only the specifically requested documents should be submitted. Providing additional or unrequested photos or videos may prolong the review process.

Additionally, the player indicated that the documents submitted were photographed last year. Please note that, in line with our verification policies, we do not accept outdated images. New, current photos of the documents must be taken and uploaded directly through our platform.

All submitted images must be original files captured by the player’s device, without any modifications (including resizing or editing). It is important to be aware that some mobile devices may automatically alter image size when sending via email; therefore, we strongly recommend uploading files exclusively through the platform.

Furthermore, all images must retain complete metadata, clearly indicating the date and time of capture, as well as the device used.

Should you require any additional clarification or assistance, please do not hesitate to reach out.

Kind regards,

Nadia I.

Casinoguru have been forwarded the emails which refute most of this absurd statement. But to clarify -

1. Yes - ONE OF THE EMAILS - Which was forwarded contained images taken last year when Mr West was verified - See complaint here (https://casino.guru/complaints/mrwest-casino-player-s-withdrawal-is-severely-delayed) - Kudo helped me deal with this where the casino from the same group pulled all these absurd tricks back then. This email with the attachments was sent to prove the process used to verify Mr West (Same group as Betmaximus) with my documents would be followed below. *Note this concept of the pictures being taken too long ago for betmaximus is absurd as the documents don't change and this isn't listed anywhere in their terms.

1. As per ALL the forwarded emails to Casinoguru which have been sent to Betmaximus, new pictures (Taken on the day of the emails being sent) follow the exact process as I did above to verify Mr West last year. I also attached videos of the images being taken. These included X2 pictures of a proof of address, taken and then uploaded straight to email and being sent to the casino (IT IS IMPOSSIBLE TO CHANGE METADATA AT ANY POINT WHEN DOING THAT). x3 plus pictures taken of ID uploaded directly to email and sent to Betmaximus and a video me doing it all live and emailed as proof (AGAIN IMPOSSIBLE TO CHANGE METADAT AT ANY POINT WHEN DOING THAT). I have also attached an explanation of the fact it is impossible to change metadata in that process.

So the reality we have here is MY KYC has already been verified in this group over a year ago, I have followed the same process in the taking of the pictures and uploading as I did for Mr West. The casino is exhibiting the same behaviour as Mr West as copy and pasting responses regarding metadata etc that have no foundation in reality. The videos of me taking the picture and uploading directly to email without me compressing anything or changing the name shows very clearly no metdata is being changed. The casino is either doing this by design or due to their ignorance. The fact this is a common behaviour from others in their group and led to them having their MGA license removed suggests the latter.

Casinoguru has all this evidence and I also sent a live video of my passport.

There's nothing else a player can do here. Betmaximus, I bet, will also provide no evidence of anything being changed (Mr West didn't last time)

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino replied above with the same copy and paste responses as above.

I have tried to bring in @kubo who helped last time and emailed the caisnoguru support (jana) regarding everything. Last time with West Kubo only got and progress by talking to the casino outside of the thread. COuld you maybe drop him an email as he was good last time.

Dear Sageirsword,

I´m sorry to announce that the casino has stopped responsing to the above message and I must now close the complaint as unresolved. Kubo, our resolver, is currently on sick leave and is unable to help in this matter.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of BetMaximus Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Sageirsword and Jana,

Thank you for reopening the thread.

We are still awaiting updated documentation from the player, specifically:

• A valid (unexpired) government-issued ID, such as a passport or national identity card. Please provide clear images of both sides of the document.
• A recent utility bill (e.g., electricity or water) or a bank statement displaying the player’s residential address, issued within the last three months.

Please ensure that all submitted photos are high-resolution, with all details clearly visible and in focus. The images must be newly taken and sent as original files directly from the player’s smartphone or camera, without any edits or alterations. Metadata must remain intact so we can verify the date the photos were taken and the device used.

Kind regards,

Nadia I.

It’s the same copy and paste rubbish a before.

caisnoguru have seen everything that has been sent and the live videos of taking the pics and sending them.

This is ridiculous

Dear sageirsword,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

• A valid (unexpired) government-issued ID, such as a passport or national identity card. Please provide clear images of both sides of the document.
• A recent utility bill (e.g., electricity or water) or a bank statement displaying the player’s residential address, issued within the last three months.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

You’re a moron

I will only deal with kubo as you seem to be terminally stupid and ignoring everything that has been sent (which has been ignored by both u and the casino) and ignoring past issues with casino from the same group west.

everything has been sent x2 with live videos of me taking the pics and uploading them.

The same copy and paste responses are then sent from the casino with no basis in reality.

I am not dealing u with anymore. Either kudo takes over or head of complaints.

you are absolutely useless and negligent.

Dear sageirsword,

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Then I would recommend this be transferred to someone who is more qualified.

your performance has been diabolically shocking and I will not engage with you after your last response.

i request this now be passed to kubo or head of complaints.

i will be sharing your performance online and on the forum.

i won’t engage with you anymore as will be liable to ‘insult’ you.

poor

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Jana

Casino.Guru