The player from Austria had submitted a withdrawal request less than two weeks before contacting us. The winnings had not been obtained up to that day. The delay in withdrawal processing was explained as possibly due to incomplete KYC verification or high withdrawal volume, which could take several days to weeks. The player was advised to wait at least 14 days after the withdrawal request before escalating the complaint. The issue was marked as resolved after the player confirmed the matter had been settled.
BetMaximus Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,700
BetMaximus Casino
Safety Index 6.8 Above averageCase summary
Discussion
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2 weeks ago
Translation
I've been waiting for my withdrawal for 5 business days, even though my account is verified, and the live chat is incredibly unfriendly! They always give the same answers – just tell me to be patient! I'm a VIP player and expect an immediate payout! This is all very unprofessional!
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2 weeks 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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2 weeks ago
Dear Stelo1994,
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 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
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2 weeks ago
TranslationHello Casino Guru Team,
I'm having a problem with my withdrawal at Betmaximus. My player account is fully verified. I requested my second withdrawal via bank transfer on Tuesday, June 23, 2026, at 3:40 PM.
The status has remained unchanged at "Pending" ever since. Based on my experience with my first withdrawal, I know that the casino's system often doesn't update the status and the money is processed in the background. As I urgently need this withdrawal, I am requesting that the casino complete the manual review immediately and release the funds.
Thank you so much for your support.
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1 week ago
TranslationAddendum to my case:
The outstanding amount for the withdrawal from June 23rd is exactly €2000. The funds remain in my casino account with the status "Pending," even though my account is fully verified. Please provide management with this information.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Stelo1994,
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,
Karla
