BetMaximus Casino

Case summary

The player from Liechtenstein experienced 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 learned that his payout had failed, and he was frustrated by the lack of communication and proof of payment. He formally requested assistance in resolving the issue. The complaint was ultimately marked as resolved after the player confirmed that the issue had been addressed. We closed the case with an invitation for the player to reach out again if any future problems arose.

Discussion

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hugbearli

Platinum

Liechtenstein

Sensitive attachment

1 month ago

Original

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

Liebes CasinoGuru Team,

ich versuche für einmal, mich möglichst kurz zu fassen und machs in Stichpunkten:

offener Betrag wie erwähnt 262 Euro
Casino KYC seit langen bestätigt, sicher um die 100 Einzahlungen und dutzende Auszahlungen, mit Ausnahme von verspäteten Zahlungen immer alles geklappt bisher

Nun habe ich wiederum am 18. März eine Auszahlung beantragt. Wie immer in letzter Zeit über Jeton Wallet, womit ich auch schon Xmal ein und auszahlte.

Leider spielt das Casino hier irgendwelche unnormalen Spiele, wo ich noch nie erlebte - leider. In den AGB sagen Sie ja 3 Werktage bis zur Zahlung aber es geht gerne auch mal 2 Wochen. Diesmal hab ich 3 Wochen (!) gewartet und dann mal an einem Samstag im Chat nachgefragt, woraufhin mir der Agent sagte es wird kurzfristig bezahlt werden.

3 Tage später fragte ich per Mail, woraufhin das Casino behauptete, die Auszahlung sei bereits vor über einer Woche getätigt worden. Ich habe 100% nichts erhalten und vorallem hatte ich ihnen auch direkt einen Screenshot vom Chat am Samstag geschickt, wonach ihr Agent ja selber sagte ist noch offen und wird kurzfristig bezahlt. Also ich fand das schon etwas plump von Ihnen vorallem als Sie ernsthaft noch Jeton Kontoauszüge von dem Tag wollten statt meine Bitte zu erfüllen, MIR doch einen Transaktionsbeleg aus ihren Jeton Payment zu senden. Auch wurde natürlich ignoriert, warum Ihr Mitarbeiter mir dann selber am Samstag sagte es sei offen etc... Wirklich leider total mühsam 🙁

Nachdem 4 Tage Funkstille war kam dann eine Sytem email von Ihnen, die "Auszahlung sei fehlgeschlagen" und das Guthaben war wieder im Konto. Ich wurde per E-Mail gebeten die Auszahlung neu zu beantragen und man werde diese kurzfristig erledigen.

Nun, das war vor 1 Woche. Ich finde es auch wirklich mühsam das man wegen einer so geringen Summe solche Spiele auffährt und dann wenn Sie eine Zahlung angeblich leisteten mir keinen Beleg liefern. Auch wäre es ein leichtes die angebliche Zahlung nicht neu anfordern zu lassen durch mich sondern mit manueller Bearbeitung innert 24h dem Kunden manuell zu senden.

Ich bat das Casino mit Nachdruck um eine Zahlung, finde aber nicht dass ich da noch mit rechnen kann nach dem ganzen Theater und Spielen.

Ich füge hier Screens der Haupt Kommunikation an, bevor Sie fragen 🙂 Sobald von euch der Bearbeiter fest steht, sende ich die Mails gerne auch wieder nochmals per Mail.

Man sieht ja auch die angeblich "Successful" Withdrawal vom 18.03.

Es wäre wunderbar, wenn Sie das Casino hier überzeugen könnten, seinen Verpflichtungen etwas seriöser nachzukommen.

Herzlichen Dank

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Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

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.

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

1 month 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

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hugbearli

Platinum

Liechtenstein

Public

1 month ago

Original

Translation

Hello Veronika

As you can see in the screenshot on the casino website, I requested this over a week ago using the same method as always. Specifically, a token wallet, which I've used at least 10 times before, and which has worked without any problems at six other casinos in recent weeks.

I'm reluctant to disagree with you, but you're right that payouts can take longer for some. However, if the casino states a 3-day payout period in its terms and conditions and then blatantly lies to the customer beforehand (claiming payment is complete, while later admitting it "failed"), I find that unacceptable and unprofessional.

Warm regards

Automatic translation:

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

1 month 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

BetMaximus Casino - Player's withdrawal request has been cancelled.

Case closed

Amount: €262

Case summary