The player from Latvia had requested a withdrawal over a month ago but continued to face account verification issues despite having submitted all required documents. His recent withdrawal had been pending since December 3, 2025, with the finance team remaining unresponsive for the past eight days. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries and reminders. The player retained the option to reopen the complaint if he chose to resume communication.
BetMaximus Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,261
BetMaximus Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
On 6th November I have made deposit worth 1362.40€. Played for couple of days and decided to withdraw part of balance, then started issues with casino. More than a month passed, but they still haven't verified my account, even though all documents were sent. Finance team don't answer for 8 days already.they have cancelled withdrawal several times.last one is pending since 03.12.2025
Public
Public
2 months ago
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.
Public
Public
2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which documents did you send to the casino for verification, and when exactly did you send the most recent one?
- Have any of your documents been reviewed and approved by the casino's relevant department?
- Have you selected a Latvian bank account for your withdrawal as requested by the casino? Have you been asked to provide any documents confirming that you are the sole owner of this account?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 months ago
Dear Reinik,
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.
Public
Public
2 months ago
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,
Veronika
Casino.Guru
