The player from the United Kingdom had requested a withdrawal of €2,000 on the 20th, following a previous withdrawal of €2,000 after a week, but the latest request had remained pending for two weeks. He had not received any updates or timelines regarding the status, which caused him significant concern. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. No further investigation or resolution was possible without the player's cooperation. The player could reopen the complaint if he chose to resume communication.
BetMaximus Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: £2,000
BetMaximus Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
I have won a total of €37000 and it allowed me to withdraw the first 2k after one week. I then asked for another withdrawal of 2k on the 20th . This has not been done and has been pending since. I have mot been given any timescales they just keep saying it is pending and giving me no more information. It is really effecting my mental health as i dont think i am going to be able to get the mo ey i have won
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5 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.
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5 months ago
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.
- Is your player's account verified? Have you submitted any documents for the verification process to the casino?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue?
- Could you please share a screenshot of your pending payout request with me?
- 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
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4 months ago
Dear Jasonm06455,
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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4 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,
Tomas
Casino.Guru
