The player from Germany has trouble with a casino after making a deposit and reaching the minimum withdrawal amount of $300. He submitted all necessary KYC documents, but the verification process has exceeded the stated three days without any updates or progress on his pending withdrawal.
BetMaximus Casino - Player’s withdrawal is delayed due to KYC issues.
Opened
Current status
Waiting for player to reply
6d 11h 18m 12s
BetMaximus Casino
Safety Index:Above averageCase summary
Discussion
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2 days ago
Hello. Unfortunately, I am having quite a lot of trouble with this casino. I made my first deposit a few days ago and was initially shocked to find that the minimum withdrawal amount is $200. Luckily, I managed to get it up to $300. Immediately afterwards, I submitted all the KYC documents, which stated that the verification process could take three days. So far, nothing has happened with the KYC and the money is still pending.
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12 hours 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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12 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided, and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share with me your communication with the casino? 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 in advance for your reply.
Best regards,
Tomas
