BetMaximus Casino - Player's payment is delayed.

Casino is delaying payment of my withdrawal. I cannot receive my winning since the beginning of November. The withdrawal request was rejected twice. As they stated there was technical issue. The last request I placed on 06.01. but still there is delay.

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Dear vicentecv198086,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please attach a screenshot of your pending withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

I didn't have any withdrawal before. This is my first withdrawal.

Yes, I uploaded requested documents to my profile.

I completed wagering, used bonus and deposited my own amount also.

Please see the screenshot of my pending withdrawal:

Dear vicentecv198086, thank you for your response. Have you reached out to the casino in relation to this issue? If so, could you please share your communication? You can reach me via email at attila.g@casino.guru, or attach screenshots here.

Thank you for your patience and cooperation.

Hello,

I forwarded communication that I have on my email. Unfortunatelly casino didn't reply.

Dear vicentecv198086,

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, Lala (jean.s@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

Hello vicentecv198086,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetMaximus Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Hello vicentecv198086 and Lala,

I hope you are both well.

I have reviewed the player’s account and can confirm that the account is flagged for additional verification.

Player was asked to provide some additional documents, which we are currently waiting to received.

Should you require any further clarification or assistance, please do not hesitate to contact us.

Kind regards,

Nadia I

Dear BetMaximus Casino,

For transparency and to move this case forward efficiently, could you please clearly specify which exact documents are still required from the player? This will help ensure there are no misunderstandings and that the verification can be completed without further delay.

Dear vicentecv198086,

Please make sure to provide the casino with any documents they request. Once you have submitted them, kindly update us here in the thread so we can continue assisting you and monitoring the progress.

Thank you both for your cooperation.

Hello,

I sent requested documents to the casino and uploaded them to my profile as well.

Best regards

Hello vicentecv198086 and Lala,

To proceed with the review, the player is required to submit documentation confirming the source of the funds used for deposits made at the casino.

This documentation must include a signed declaration outlining all income sources, specifying the respective monthly amounts, along with a clear statement explaining the origin of the funds deposited into the casino account. Supporting evidence must be provided to substantiate this information, such as bank statements, employment contracts, payslips, or other relevant financial records.

Please note that the review cannot be completed until the requested documentation has been received and verified.

Kind regards,

Nadia I

Dear vicentecv198086,

The casino has now specified the exact documentation needed to proceed with their review. They require evidence confirming the source of the funds used for your deposits.

Please gather and submit these documents to the casino at your earliest convenience. Additionally, if you are comfortable doing so, I would appreciate receiving the same documents to help mediate the case more efficiently should any issues arise. You can send them to my email at jean.s@casino.guru.

Once everything has been submitted, please update us here in the thread so we can continue tracking the situation and provide further assistance if necessary.

Thank you for your cooperation.

Dear vicentecv198086,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint. The player can reopen this complaint at any time.

Best Regards,

Lala