Xmax Casino - Player claims that payment has been delayed.

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Dear alzaabi30,

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

Dear Jean,

Thank you for your response.

I would like to clarify that this is not simply a standard delayed withdrawal case.

My XMAX account is already fully KYC verified. Since 23 August 2026, I have made repeated withdrawal attempts of USD 3,000 from the same available balance. Several of these withdrawals were rejected, while others remained pending.

XMAX informed me that my betting activity was placed under manual review due to what they described as a "profit limit". I was specifically told that this review would take approximately four working days, but that period expired without a decision.

More recently, XMAX support stated that the review is "not from us; it is from the parent company", but they have not identified that entity, explained the contractual basis for the restriction, or provided a definite completion date.

My current available balance displayed in my XMAX account is USD 87,400.

I have already escalated the matter formally to XMAX, IncorPlay Limited, and Anjouan Licensing Services.

Therefore, I kindly ask that this complaint be considered as an ongoing withdrawal restriction/manual review issue rather than only a routine payment-processing delay.

I am fully available to provide any further evidence required.

Kind regards.

Dear Casino Guru Complaints Team,

I request that this complaint be reopened immediately. The issue is not resolved, and a serious new development has occurred.

On 5 September 2026, at approximately 22:08 Gulf Standard Time (UTC+4), I attempted to log into my XMAX account "[redacted]" through xmax.pro. After completing the normal login process, the platform displayed the following message:

"تم حظر المستخدم، اتصل بالدعم"

Translation: "The user has been blocked. Contact support."

I received no prior warning, account-closure notice, written decision, contractual explanation, or email informing me that my account would be blocked.

The last recorded balance in my account is USD 87,400. Because my access has been blocked, I cannot verify the current balance or the status of my pending withdrawal.

Withdrawals have been restricted since 23 August 2026. During this period, XMAX provided several changing explanations, including a manual profit review, a review by an unnamed "parent company," an unspecified queue, alleged prohibited or incorrect bets, and most recently an allegation involving another account.

XMAX has not provided specific evidence, applicable contractual clauses, a bet-by-bet statement, financial calculations, or a final written decision.

I dispute that I own or control a second XMAX account. I have asked XMAX to identify the allegedly linked account, explain the exact nature of the alleged connection, provide its evidence, and identify the contractual provision it intends to rely upon.

I have attached a redacted screenshot showing the account-blocking message. I also possess the original unedited screenshot and a continuous 21-second screen recording showing the domain, the complete login attempt, and the resulting blocking message.

I can provide the original screenshot and video privately to Casino Guru upon request. I will not publish the recording because it contains personal information.

Please ask XMAX to:

Confirm the current account status and recorded balance.

Explain the exact reason and contractual basis for blocking the account.

Provide all supporting evidence and a complete account statement.

Restore access and process the withdrawal, or issue a reasoned final written decision.

Please confirm that this complaint has been reopened and advise how I can provide the original recording privately.

All rights and remedies are expressly reserved.

Sincerely,

[redacted]

XMAX username: [redacted]

I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share screenshots of your communication with the casino regarding the accusations made against you?

Thank you very much in advance for your reply.

Thank you for your reply, alzaabi30.

I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly.

I understand how frustrating this must be. And I apologize that we cannot resolve this for you.

After reviewing the available information, we must close this complaint.

Please don’t hesitate to contact us in the future if you encounter issues with casino gaming, and we will do our best to assist.

Best regards,

Jean