Maxi Bet Casino - Player's winnings are partially confiscated.

Dear Sir/Madam,

I am writing to submit a complaint regarding the unfair treatment I have experienced as a player at Maxibet Casino (www.maxibetcasino.com).

On 24th July, I was playing casino's 3rd Welcome Bonus offer and won a total of €2,066.30. According to the terms and conditions, I understand that the maximum allowable win is capped at 10 times the deposit amount, or €3,000. As I deposited €200, the cap should have applied at €2,000, which my win was within.

However, after I requested a partial withdrawal of my winnings, I received an email from Maxibet Casino stating that only the first part of my withdrawal would be processed, and the remaining balance would be confiscated in accordance with their terms and conditions.

I find this action to be unfair and inconsistent with standard practices. The winnings were legitimately obtained while following all stated rules. Players should be able to withdraw their funds in parts if necessary — especially in cases where there may be banking transaction limits or other personal financial considerations. Once the winnings are converted to real (cash) balance, I believe it is unreasonable for the casino to impose restrictions on the manner in which they are withdrawn.

I respectfully request a thorough review of this matter, and I seek a fair resolution that includes the reinstatement and release of the remaining balance of my winnings.

I appreciate your attention to this complaint and look forward to your response and a just outcome.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MaxiBet Casino. I have checked the promotional offer on the website, and you are right, the maximum cashout amount is 10x the original deposit or 3,000€.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please confirm if you were notified about the successful completion of the wagering requirement?  Or was there a progress bar that indicated a 100% wagering?
• Do I understand correctly that the winnings were not capped right after the wagering was finished?
• Were all your winnings from the bonus transferred to your real money balance?
• Please specify what was the amount of your withdrawal request. Was the payment processed by the casino?  
• Have you had any previous issues with withdrawals of bonus winnings at the casino?

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,

Natalia

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Hello.

1. I wasn't notified, I was checking the wagering progress myself as I was playing . Once the wagering bar showed 100% completion, I reloaded the page and checked my balance. The whole win was transferred into cash balance.
2. Yes the winnings weren't capped after wagering completion.
3. Yes, after the wagering was completed all the funds were transferred into cash balance.
4. The withdrawal amount was €1066.30 + they took €5 fee for processing the withdrawal. This part of my win I received.
5. I have never had any issues as it was my 1st win with them.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello. Here are our communication screens I had with them. They just kept telling the same thing again and again.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you user3456 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MaxiBet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello. Thank you, I am looking forward to a swift solution on this matter.

Hello. Is there an update on this case? Thank you for your answer.

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 user3456, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you very much. I am looking forward to hearing from you.

Dear user3456,

I have tried to contact the MaxiBet Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter