MaxCasino.io - Player's winnings have been confiscated.

The casino cited a violation of Rule 12.10 in very vague terms and confiscated my winnings.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MaxCasino.io.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you successfully completed verification in the casino? Which document were you asked to provide, if any?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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 very much in advance for your reply.

Best regards,

Tomas

I would like to provide an important update regarding my complaint against Max Casino.

On September 24, 2026, I sent a further formal email to Max Casino regarding my unresolved dispute, including the cancellation of my €1,000 withdrawal and the removal of my remaining balance.

Max Casino had previously informed me that its decision was final. Nevertheless, I contacted them again on September 24 in order to give them an opportunity to respond and to resolve the matter.

As of today, September 26, 2026, I have received no response whatsoever from Max Casino.

I would therefore kindly ask Casino Guru to record the following facts in this complaint:

I have actively attempted to resolve the matter directly with Max Casino.

My latest formal communication to Max Casino was sent on September 24, 2026.

Max Casino has not responded to that communication as of September 26, 2026.

The dispute remains unresolved.

I do not consider the issue resolved and therefore will not click the "Issue resolved" button.

I remain willing to provide any additional documents or information that Casino Guru considers relevant to the case.

I kindly ask Casino Guru to take note of Max Casino's lack of response and continue handling the complaint based on the evidence provided.

Kind regards,

Yu Ming

Dear Tomas,

Thank you for your message and for taking the time to review my complaint.

Please find below my answers to your questions regarding my complaint against MaxCasino.io.

1. Is my player's account accessible?

No. My MaxCasino.io account is currently not accessible to me.

After I requested a temporary account pause/self-exclusion while the verification issue was being handled, my account became inaccessible. MaxCasino subsequently cancelled my €1,000 withdrawal and confiscated the remaining balance.

Before the account became inaccessible, my balance was approximately €1,904, with an additional €1,000 withdrawal pending. The total amount in dispute is approximately €2,904.

2. What games did I play?

I played casino games, including slots and live casino games.

On 18 September 2026, I deposited a total of approximately €380 using my own bank accounts.

During my play, I won approximately €1,400 from a slot game and subsequently approximately €1,000 through First Person Blackjack / roulette.

My balance reached approximately €2,000, and I requested a €1,000 withdrawal on 19 September 2026 because the casino had a daily withdrawal limit of €1,000.

I can provide screenshots and my correspondence showing the deposits, withdrawal request, balance and subsequent communication.

3. Did I successfully complete verification?

No. The verification process was not successfully completed.

On 19 September 2026, MaxCasino requested identification, proof of address and a bank statement.

I provided my passport and bank transaction documentation.

Regarding my S-Pankki bank statement, the bank did not provide the particular document in the requested PDF format through the normal online banking interface, so I converted the available official bank document into PDF format before submitting it.

The information and transactions contained in the document were genuine and belonged to me.

MaxCasino subsequently rejected the verification/documentation and referred to Rule 12.10.

However, I was not provided with clear evidence identifying which specific part of Rule 12.10 I had allegedly violated.

4. Did I use a bonus?

No.

I did not use a casino bonus to generate the disputed winnings.

My deposits were made with my own funds, and I did not claim or use a bonus in connection with the disputed balance.

5. Communication with MaxCasino

I will send you my correspondence with MaxCasino to your email address, including the relevant emails concerning:

- My deposits;

- My winnings and account balance;

- The €1,000 withdrawal request;

- MaxCasino's KYC/verification requests;

- The documents I submitted;

- My request for a temporary account pause;

- The cancellation of my withdrawal;

- The confiscation of my balance;

- MaxCasino's reference to Rule 12.10;

- My requests for clarification and evidence;

- MaxCasino's statement that its decision was final;

- My subsequent attempts to obtain clarification, which have not received a substantive response.

I would particularly like Casino Guru to examine whether MaxCasino has provided sufficient and specific evidence to justify the confiscation of my winnings.

MaxCasino stated that its decision was based on Rule 12.10, but the explanation provided to me was very general. I have not been given clear evidence showing that I used a VPN, submitted forged documents, abused a bonus, committed fraud, or otherwise violated a specific provision that would justify confiscating my winnings.

I am therefore asking Casino Guru to review the matter based on the complete correspondence and evidence from both sides.

For clarity, I am not disputing that MaxCasino may carry out KYC/AML checks. I understand that the casino has the right to verify a player's identity and source of funds. My concern is that my winnings were confiscated while the verification process was still disputed, without a sufficiently specific explanation or evidence of the alleged violation.

I am happy to provide any additional documents or screenshots that you may require.

Thank you again for reviewing my complaint. I hope Casino Guru can help clarify the specific basis for the confiscation and determine whether MaxCasino has provided sufficient justification for withholding my winnings.

Kind regards,

***** Yuming

Player at MaxCasino.io

Complaint ID: 231966

Dear kimi1569,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello kimi1569,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will attempt to contact the casino team to see if I can assist you. However, I must inform you that MaxCasino.io has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We want to invite MaxCasino.io to join the conversation.

Dear MaxCasino.io,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello Michal,

Thank you for taking over my complaint and contacting MaxCasino.

As the casino confiscated my winnings of €2,524.59, in addition to returning my original deposits of €380, I would like to request a clear explanation of the next steps if MaxCasino fails to respond within the deadline.

I have not received any convincing evidence explaining which specific terms I allegedly violated. I therefore ask Casino Guru to request verifiable evidence from the casino, including the specific terms allegedly breached and the relevant account or game records.

If the casino fails to cooperate or provide sufficient evidence, please let me know how this will affect the assessment and final outcome of my complaint.

I do not consider this issue resolved, and I am seeking the return of my confiscated winnings.

Thank you for your assistance.

Kind regards,

kimi1569

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kimi1569,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru