The player from Austria had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn’t been received yet. We explained that withdrawals could take time due to KYC checks or processing delays and asked her to wait for the standard period, but she did not respond to our follow-up messages. As a result, we were unable to continue the investigation and the complaint was closed for the moment due to lack of communication.
BetMaximus Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €2,000
BetMaximus Casino
Safety Index 6.8 Above averageCase summary
Discussion
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1 month ago
Translation
I've been waiting for my withdrawal for 5 business days, even though my account is verified, and the live chat is incredibly unfriendly! They always give the same answers – just tell me to be patient! I'm a VIP player and expect an immediate payout! This is all very unprofessional!
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1 month 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.
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1 month ago
Dear Stelo1994,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
TranslationTo this day, there has been no response from the casino, let alone any payment received!
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1 month ago
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As always, the same answers and simply no solution! I expect the casino to intervene immediately and urgently!
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1 month ago
TranslationI keep getting the same fobbed email – I urgently request help and that this case be handled with the highest priority! The live support is incredibly unfriendly, and the VIP manager doesn't reply for days, only to receive the same answer over and over again!
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1 month ago
Dear Stelo1994,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 weeks ago
Dear Stelo1994,
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.
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2 weeks 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,
Karla
Casino.Guru
