Maximalbet Casino - Player's withdrawal is delayed.

Hi, I’ve requested a withdrawal. I’m very skeptical about whether they’ll actually pay it out. I also have more funds in my balance that I’d like to withdraw. Live chat told me the payout process takes 7–21 days; that timeframe has passed, and I don't get the impression they’re going to go ahead with the payment. Please help me!

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Dear Lasoiri,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you contacted customer support regarding the delay of your withdrawal? If so, please post screenshots of your correspondence.

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

Best regards,

Jean

Dear Lasoiri,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Jean,

Thanks for your reply.

• i don't have a succesfull withdrawl yet, this withdrawl is my first.
• Yes i have passed the KYC verification.
• The winnings are without a bonus.
• Yes i had contact with the casino about my withdrawl i will attach the screenshots.
• 
  
• And further on, i would like to pay out my full balance of €23.341,5. but as you can see in the screenshot you can only make 1 withdrawl at the time. And if i cancel the withdrawl of €1.250 their 'procedure' will start all over.
• 
  
• 
  
• 

Dear Lasoiri,

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,

Jean

Dear Lasoiri

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its 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 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,

Munya Shumba