BetMaximus Casino - Withdrawal of player's winnings has been delayed.

I am submitting this complaint regarding an unresolved withdrawal issue with BetMaximus.

On Tuesday last week, I submitted all required KYC documents, including:

A clear utility bill (as proof of address), which was confirmed and accepted;

A photo of myself holding my passport next to my face;

A photo of myself holding the same utility bill next to my face.

Despite this, BetMaximus has now rejected my documents, claiming:

That the photo of my passport with my face is not acceptable (though it clearly shows all details);

That the proof of address is "different" from the one previously submitted – which is untrue, as I submitted the exact same document they already approved.

This appears to be a deliberate delay tactic to avoid processing my €1800 withdrawal, even though all requirements have been met. I also have written confirmation from their team that the documents were previously accepted.

I kindly ask that you investigate this issue, as I believe BetMaximus is acting in bad faith and violating fair conduct expectations for licensees.

Please let me know if you require any evidence – I am ready to provide full screenshots and communication history

Dear player,

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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, 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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Also, what exactly are they now asking from you? Have you already provided the new information they are requesting now?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

On Thursday I received that my KYC was approved and until now it says "pending" next to my withdrawal, it's already the third working day and nothing has changed...

 I would like to add that the €1800 I won is urgently needed for rent and essential payments.

It has now been 3 full business days since my KYC was approved (on August 1st), and my withdrawal is still pending.

I kindly ask you to assist me in expediting this matter, as the delay is causing significant financial stress.

Thank you in advance for your understanding and help.

?

I submitted my €1800 withdrawal request at BetMaximus after completing KYC, which was approved on Thursday, july31

Today is the 5th full business day, and my withdrawal is still marked as "pending".

I have contacted the casino multiple times. Their support keeps repeating that it depends on "the queue", without giving any specific timeframe or useful update.

I urgently need this money for rent and essential expenses, and the delay is causing me serious problems.

I kindly ask Casino Guru to intervene and help resolve this case.

Thank you in advance.

Hello, today is the 6th of the month and I haven't received my winnings after the kyc confirmation.

After 6 for day im get that , I don't have crypto and I was told that the only way to withdraw money before was through a transfer, but it has now been removed, can anyone help me?

Dear player, could you please let us know whether you have been able to resolve the issue with the withdrawal method?

Is this now the only remaining problem, or are there still some unresolved issues with verification or other requirements?

Hello,

When I first requested a withdrawal, the Bank Transfer option was available, but now it has been removed. I was told that the only available methods are Crypto or MiFinity.

I chose MiFinity and was informed that I need to wait 5 business days for the withdrawal to be processed. However, I am concerned that after waiting, the withdrawal might again be cancelled for some reason, just like before.

I would like confirmation that this MiFinity withdrawal will be completed successfully after the waiting period, without any further delays or additional requirements.

Yes, the withdrawal method issue is resolved. I made a deposit via MiFinity, wagered the full amount, and submitted a withdrawal request.

As far as I know, everything with my account verification is fine. The only thing left is for the casino to approve and send the payment. But its to long im waiting 3weeks maybe... 🙁

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

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,

Dominika