The player from Switzerland faced a pending withdrawal of 240 euros that remained unresolved for 9 days, despite confirmed KYC. He experienced poor communication from the casino, which cited a high volume of payouts as the reason for the delay, while expressing concern about similar issues at another affiliated casino. The issue was resolved after the player marked the complaint as resolved, indicating that the withdrawal had been processed. We acknowledged the player's cooperation and confirmed the successful resolution of the matter.
BetMaximus Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €240
BetMaximus Casino
Safety Index:Above averageCase summary
Discussion
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7 months ago
Translation
Dear CasinoGuru Team,
Unfortunately, I once again need your valued help with this casino.
I have made a lot of deposits and withdrawals here, KYC has been confirmed for a long time but now a relatively small withdrawal of 240 euros has been pending for 9 days.
Unfortunately, the chat only serves as a reassurance, and there's no active communication from the casino. The casino's terms and conditions and previous experience stated three business days, but in exceptional cases, it has even taken five. Unfortunately, I have little hope of receiving my relatively small winnings without external help (I've lost quite a few deposits before, so my balance there over the past few weeks is certainly negative).
I have screenshots of the chat, but all you get is the standard response that they've had a lot of payouts at the moment (???). I find that a bit odd for a casino, and they don't proactively inform you, and my request to let me know when I can expect the payout was unfortunately not responded to via the chat either.
Worryingly, I have the same problem at my sister casino, Goldwin, which uses the same software and where I've also made numerous deposits and withdrawals.
It's also quite noticeable that the casino only has 3-4 providers available (both). While all the well-known ones are still listed, when you access their slot overview, none are listed. Evolution Live is also no longer playable, and as far as I can tell, this affects almost all providers except Play N Go and Pragmatic Play.
It would be great if you could check with the casino representative to see why these unusual things are happening.
Thank you very much
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Public
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7 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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7 months ago
TranslationHello Veronica,
Well, the casino doesn't adhere to its own terms and conditions, and 80% of the slots are no longer available... I know you've listed a lot of casinos here, but if you give this one such a good rating, I think these two points are reason enough to ask what's going on, before others don't receive their winnings because they trust your rating.
As requested, I will post here again on Friday (= 14 days) and ask you again.
David
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear hugbearli,
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,
Veronika
