The player from Liechtenstein experiences significant delays in withdrawing 262 Euros from the casino despite having verified his account and a history of successful transactions. After waiting three weeks, he learns that his payout failed, and he is frustrated by the lack of communication and proof of payment. He formally requests assistance in resolving the issue.
BetMaximus Casino - Player's withdrawal request has been cancelled.
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BetMaximus Casino
Safety Index:Above averageCase summary
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2 days ago
Translation
Dear CasinoGuru Team,
I'll try to be as brief as possible for once and do it in bullet points:
- Outstanding amount as mentioned: 262 euros
- Casino KYC has been confirmed for a long time, with around 100 deposits and dozens of withdrawals; with the exception of delayed payments, everything has always worked out so far.
I requested another withdrawal on March 18th. As always lately, I used Jeton Wallet, which I've used for deposits and withdrawals countless times.
Unfortunately, this casino offers some unusual games that I've never seen before – sadly. Their terms and conditions state 3 business days for payment, but it often takes up to 2 weeks. This time I waited 3 weeks (!) and then inquired via chat on a Saturday, whereupon the agent told me it would be paid shortly.
Three days later, I inquired via email, to which the casino replied that the payout had already been processed over a week prior. I definitely haven't received anything, and what's more , I had already sent them a screenshot of the chat on Saturday, in which their agent himself stated that it was still pending and would be paid shortly. I found their approach rather clumsy, especially since they seriously demanded my Jeton account statements from that day instead of fulfilling my request to send ME a transaction receipt from their Jeton Payment. They also completely ignored why their employee had told me on Saturday that it was still pending, etc. It's really quite frustrating 🙁
After four days of radio silence, I received a system email from you stating that the "payout had failed" and the funds were back in my account. I was asked via email to request the payout again, and they would process it shortly.
Well, that was a week ago. I also find it really annoying that you're making such a fuss over such a small amount and then, when you supposedly made a payment, you don't provide me with any proof. It would also be easy to not have me request the alleged payment again, but instead manually process it and send it to the customer within 24 hours.
I strongly requested a payment from the casino, but I don't think I can expect it after all the drama and gambling.
I'm attaching screenshots of the main communication here, before you ask 🙂 Once you've determined who will be handling your case, I'll gladly send the emails again by email.
You can also see the supposedly "Successful" Withdrawal from March 18th.
It would be wonderful if you could convince the casino here to fulfill its obligations in a more serious manner.
Thank you very much
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21 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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21 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
- Have you submitted a new withdrawal request after your attempt on 18 March was unsuccessful and the funds were returned to your casino account? If so, please specify when you submitted the new request and which payment method you selected.
Also, 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 a high volume of withdrawal requests, issues on the side of the payment provider, or account or gameplay review. 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.
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
