Maximalbet Casino - Player faces delayed withdrawal for over six weeks.

Hello, I’m looking for help with raising a complaint about maximal bet, I cannot see the company listed on your site but was wondering if you would be able to help. I tried to withdrawal winnings on the 23rd of May, winnings were won off my own deposits without any bonuses/free spins etc. At first I was told 10 working days and that ID verification was required. I submitted my ID the same day and it was verified practically right away. I waited the time but still nothing so I got back in touch they then said it would be 20 working days due to an influx of withdrawals, I waited again and still nothing. I’ve been trying to contact them on live chat but it’s just robot so get nowhere. I’ve sent numerous emails and now I’m just being told that they have high volumes and can’t give a timescale, I’ve tried to respond saying I want to complain and asking for more details but everytime I am sent the same response copy and pasted from the previous. It’s getting really frustrating now and I feel they’re not going to pay me out my winnings I’m not sure where else to turn as I’m getting nowhere with them and it’s affecting my mental health the stress and aggravation it’s causing me, please can you help. I can’t take this much longer I have children I need to feed and I’m out of pocket because I deposited my own money too, I really need the money and I’ve waited 6 weeks and just says pending withdrawal

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.

Dear Huopertogic7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

No successful withdrawals from the casino only successful deposits no wins were ever won through bonus and I passed verification very early after opening the account

Dear Huopertogic7,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear Huopertogic7

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Maximalbet Casino to join this discussion and provide their comments regarding the matter.

Dear Maximalbet Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

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.

Huopertogic7

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba