The player from Switzerland had faced difficulties with the KYC process at the casino, which she believed was being abused to deny her a payout that did not exceed her total deposits. Despite having completed the KYC process successfully at many other casinos, she repeatedly received messages that her submitted documents were blurry, even after resending them multiple times in high resolution. She sought assistance in resolving this issue and was frustrated with the casino's refusal to accept clear evidence of her identity. We engaged with the casino to clarify their requirements and reviewed the submitted documents, advising the player on proper submission methods. After extensive communication and multiple document submissions, the casino finally confirmed the KYC verification, and the player’s withdrawal request was processed. The complaint was then marked as resolved following confirmation from the player.
BetMaximus Casino - Player’s payout is being delayed due to KYC issues.
Case closed
Amount: 200 CHF
BetMaximus Casino
Safety Index:Above averageCase summary
Translation
Dear Casino.Guru Team,
Based in part on the solid reviews here and the absence of any unresolved complaints directly related to this casino, I have placed my trust in this casino and have made deposits several times in recent months.
Please note that I am not an inexperienced player and am familiar with the KYC processes and their importance. I have never had any major problems with verification, which is also due to the fact that I read reviews here, on AskGamblers, and on Trustpilot before every deposit at an unfamiliar casino.
I have completed the KYC process without any problems at approximately 40 casinos, but this casino is abusing the KYC to refuse me a payout that doesn't even exceed the total amount of all deposits.
I am 10000% certain that this casino is abusing the KYC process and therefore ask for your help in persuading the operator to practice fair play.
While the address and payment methods have been confirmed by the casino, it has been claiming for weeks (approximately 10 times) with the same text that my pictures are "blurry", i.e., out of focus.
I have checked these 100 times and, as mentioned, these images have not been objected to anywhere before.
I've also experienced some abusive situations that never occur in a KYC process otherwise. For example, the casino states that the photos should be taken "after sending this email." What's the point of this if the identity documents are valid until 2030? Nevertheless, I took new photos of my ID and passport, all corners visible and in sharp focus. Despite this, I'm rejected every time with the same message.
So you can see that the casino is lying, I'm uploading my identification documents here. You can see that everything is legible and all corners are visible.
I even went so far as to send an 8-second video, with my ID card tilting, etc. No chance.
I can't include this one here, but you can be sure it's just as sharp as the photos.
This casino and its sister casino Goldwin also use this game, always with the same text.
Although, I have to correct myself: After it always said "new and clear photos of your national identity card (front and back side) or a valid image of your passport showing both pages (page upper and lower), in high-resolution. Blurry documents or low quality images cannot be accepted"
After I sent the 8-second video, the word "video" was added. " Keep in mind that cropped documents, videos, blurry images or old images cannot be accepted."
Also "high resolution" etc., I'm attaching the images here specifically so you can see directly that everything is fine, legible, 7mb in size, etc.
In line with this, the casino repeatedly ignored my offer to conduct a verification video call.
I absolutely cannot understand this behavior, especially given that it is a small amount and I have already made several deposits over several months.
I have little hope that you can convince the casino of fair play, but perhaps in the medium term, if there are enough unresolved complaints, it will help and the casino will change such practices.
May I ask if you have any experience with whether filing a complaint with https://anjouangaming.com/players/? makes any sense? I read your site carefully and know that, for example, the licensing authority in Curacao is not helpful; I also read your article here:
https://casinoguru-en.com/licensing-authorities/comoros-license
Unfortunately, apart from 1-2 posts in the forum, there is little information, and I fear that, like Curacao, they will respond little or not at all?
Out of a sense of justice alone, I will try everything possible here, especially if necessary (should this complaint remain unresolved) to inform my payment providers (MiFinity etc.) and the slot providers about these practices.
Warmest regards and thank you for your support
Martina
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 negative experience with BetMaximus Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Did the casino for you to take selfies?
- Could you please share with me your communication with the casino regarding the verification to support your complaint, where the reasons for rejection are specified? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
TranslationDear Tomas,
The casino offered absolutely nothing, and the same text, which I included above, always follows. I'd be happy to forward you the emails with all the attempts; I hope it's alright if I forward them without comment. This applies to Betmaximus; as mentioned, I have the exact same issue with Goldwin from the same casino operator—same texts, etc., and the same number of attempts.
As you can see on AskGamblers, for example, here
https://www.askgamblers.com/casino-complaints/betmaximus-casino-i-have-been-in-the-verification-process-for-2-months
As you can read, the casino often operates this way. I deliberately included the documents so you can see that the alleged lack of clarity is unfounded. Unfortunately, as you can see from the link, such player complaints remain unresolved on platforms like AskGambler, which is why I'm writing to you directly. AskG automates 99% of the processes, and the link clearly demonstrates how the casino can repeat the same thing 100 times without their colleagues there ever having to express their own opinions.
Regarding her selfie question, as mentioned, the casino offered nothing except the standard text, and I had also tried that and uploaded a current photo from mlr with ID in hand, face, elbow - no chance, always the same text.
Thank you in advance for your assistance.
Dear msg1992
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, Romi (romana.r@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,
Tomas
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the BetMaximus Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear BetMaximus Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
Hello msg1992 & Romi,
I have reviewed the case, and the player is required to provide a high-resolution photo of their National ID card or passport. The image should be taken in good lighting, with the entire document clearly visible and all details in sharp focus.
The previously submitted photos were of insufficient quality and did not meet our verification requirements.
All the best,
Nadia I.
TranslationHello Nadia,
My images are 4608 x 3456 pixels, which is 3 times larger than any PC monitor displays.
There are probably very few mobile phones that offer a higher resolution.
This doesn't conform to any industry standard, which presumably suggests buying a 100-megapixel DSLR camera. And it makes absolutely no sense; it doesn't result in any noticeable improvement.
Lighting conditions are completely standard, even in daylight.
That's exactly why I included the pictures above.
Kind regards
Thank you, BetMaximus Casino, for the update.
Dear user,
Could you send those pictures to my email address (romana.r@casino.guru), please, so we can check if the quality is alright?
Thank you.
Respectfully,
Romi
TranslationHello,
I've forwarded this to you again (some were already included in the original post). Please let me know if the emails weren't delivered due to the size of the attachments.
Martina
Dear user,
Thank you for those documents.
I have to admit that I can understand what the casino actually means by saying that the pictures are not really clear and also that some light is changing the whole picture.
What I would suggest is to scan those documents on a scanner and not take pictures of the documents. I believe then they will be in the right format and of good quality, as the casino requires.
If the requirement is to take pictures of the documents only, please make sure that everything is clearly visible and the lighting doesn't change the whole picture.
Could you please do that?
Thank you for your cooperation.
Respectfully,
Romi
TranslationHmm... The photos were never objected to in 100 casinos plus all sorts of services like sumsub.
So I'm actually a bit speechless right now, even when I think about the video where all the angles are shown.
Could the casino representative please briefly confirm that a scan of the passport/ID is accepted? If so, I will take care of this on Thursday.
Hello msg1992 & Romi,
Please note that scanned documents are not accepted. The player must provide clear photographs of the original documents, taken using a smartphone or digital camera.
We recommend that the photos be taken in good natural lighting (preferably daylight), ensuring that all details are clearly visible and in focus. The images should be uploaded in their original format, without any alterations such as resizing, cropping, or editing.
Kind regards,
Nadia I.
TranslationHello,
I have never edited identity documents for KYC, cut anything out, etc. That's obvious.
The situation is that a Google search on AskGambler will quickly turn up dozens of affected users who are experiencing the same thing with this & Goldwin Casino.
I would like to summarize:
- I offered a video call for verification, but did not respond.
- My identity has already been sufficiently verified through MiFinity and official documents; it makes little sense to me to then want to see a minimal blurred area somewhere on an ID.
- These exact ID photos had previously been accepted without issue at 50-70 casinos. However, this casino requested (also without explanation) "photos taken after this email was sent," which I provided, but which were rejected along with a selfie and video.
Unfortunately, the casino representative does not suggest any alternative, nor does he provide any explanation as to why, for example, a scan should not be okay.
I own a standard two-year-old mid-range Android phone, like probably at least half of the world's internet users. I could take 100 photos in all sorts of lighting conditions or dig out photos from the past, showing different seasons, locations, and so on, but the casino will never accept them. Again, this is without suggesting any alternatives, such as the industry-leading provider Sumsub or other similar providers. Many casinos use these automated KYC providers, which check all security features of the photos, etc. The cost is sometimes less than a dollar, so compared to the time and effort involved, it's definitely cheaper and saves the operator time. However, if a casino checks manually, they naturally have the "advantage," as in this case, of being able to reject photos arbitrarily.
I remain surprised by your statement (Romy) on this matter, but of course I respect it. However, I hope you won't also agree that a reputable operator wouldn't offer an alternative. And I sincerely hope you agree that in this case, the casino is the only one that "wins," as the identity has already been strongly established through proof of address, offered video calls, and verified payment accounts. Especially when a casino then (automatically) compares the ID and a selfie, this shouldn't be circumventable. From a player's perspective, I also find it highly questionable to conduct a KYC check in this way, even though all payments were made with verified wallets and there is absolutely no risk of payment default.
Every casino player understands the need for KYC checks during payment processes, but handling it this way is, in my opinion, against all fair play, because the casino obviously wins in any case. It's regrettable to apply such an almost arbitrary approach without offering any constructive solutions.
@Romi: I'm afraid that because of the casino's stance, I'll have to write off my winnings as a bitter lesson learned. I have a strong sense of justice and had hoped the casino would act constructively here, especially since it hasn't had any unresolved complaints so far (betmaximus, its sister casino). Unfortunately, as you can see here, even with a minimal win and on reputable sites like your well-rated company, you're not safe and can end up with unfair providers, which leaves me very frustrated. There's nothing I can do except photograph these IDs a hundred times over, and I think it's understandable that players are convinced that this KYC process is being clearly abused in these and similar cases, especially when all other players in the market have had no complaints.
Unless you understandably lack the capacity/time to discuss this unconstructive, non-industry-standard action by the casino with a representative behind the scenes, and they suggest an alternative that doesn't involve rejecting the document every two days for 20 years, I have to drop this matter here. However, I hope that such practices will also be reflected in your rating of this provider.
Dear BetMaximus Casino,
As the player indicated, everything was already sent to you many times. We have reviewed those photographs that were actually in acceptable quality, and as soon as you don't accept scanned documents, I do not understand where the problem is.
Please explain the whole situation to me, as this is really taking way too long now.
Thank you in advance.
Regards,
Romi
Hello msg1992 & Romi,
Please note that the verification timeframe is dependent entirely on the player’s compliance with the requested documentation. From our side, all submitted documents are reviewed within 1–3 business days.
To complete the verification process, the player must upload a high-resolution photograph of a valid National ID card or passport. The image must be taken in good lighting conditions, show the entire document, and display all details clearly and in sharp focus.
Regarding the quality of the submitted images, we can only assess the documents that were actually uploaded on our platform. These submissions were rejected due to insufficient image quality. Should the player request it, we are able to provide examples of the rejected images for reference.
Once a compliant image is uploaded, the verification process can be completed without further delay.
Kind regards,
Nadia I.
TranslationHello!
I have provided approximately 5 photos on betmaximus and approximately 20 on goldwin, including what I consider to be a revealing video where I tilt my ID, etc.
It would be desirable if you, like any reputable provider here, offered an alternative. If you keep saying something is blurry and questioning what the problem is if a letter is only 90% sharp, you can't explain it. As I said, based on the photos and proof of address, plus, for example, verified paysafecard (bank license!!), Revolut (!!) and MiFinity, my identity is proven a hundred times over, even without ID verification. It's fine that you verify my ID, but please do it properly so that you can see the photo, name, and person in the selfie, ensuring it's the same as what the banks use.
I'll gather all the photos from my phone one last time and send them to you by email (only Betmaximus, not Goldwin). I'll post here next week whether we were able to resolve the issue or if this complaint remains unresolved due to a lack of alternatives like a video call or a thousand other options.
TranslationHello,
The casino has now confirmed the KYC verification (4 emails with approximately 30 attachments). I sincerely hope that the payout will be completed within the casino's specified timeframe (Friday, depending on the holiday/country, otherwise Monday) and will close this case as soon as I receive confirmation.
Thank you so much for providing your platform (once again) and to everyone reading this, I wish you peaceful and healthy holidays.
Martina
TranslationHello 🙂
Unfortunately, I can't report anything new yet. I will give another update here next Tuesday if there is still no news by then.
Once I have received both of my payouts, I will close the case without further comment.
Wishing you a healthy and less turbulent 2026!
TranslationHello,
Unfortunately, my withdrawal request remains unprocessed. Even taking the holidays into account, two weeks have now passed, and the casino itself states a processing time of 2-3 business days.
It would be nice if the casino representative could get in touch again and let us know if and when the matter will be processed.
Dear BetMaximus Casino,
Could you update us about the case, please?
Thank you.
Regards,
Romi
Hello msg1992 and Romi,
I hope you are both well.
I have reviewed the player’s account and can confirm that the withdrawal request for EUR 249 was successfully processed and paid on our end today.
As the withdrawal was made via MiFinity, the funds should already be reflected in the player’s MiFinity wallet.
Please do not hesitate to contact us should you require any further clarification or assistance.
Kind regards,
Nadia I
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear msg1992,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Romi
