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Hello, on August 19th I requested a withdrawal. Since then, I was repeatedly told that something was missing for verification. I have provided everything to the casino, but now I haven't heard anything from the casino for days.

Hallo ich habe am 19 August eine Auszahlung beantragt seit dem wurde immer widda gesagt das was bei der verfizierung fehle habe alles dem Casino bereitgestellt jezz Höhre ich seit Tagen nix mehr vom Casino

Dear florianbachhofer1987, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino regarding your verification?

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

Best regards, 

Veronika

Hello, so it is like this, it has already been approved, then the casino would write that they want a selfie with my ID and address sweat with selfie, I also made

It only fails because of the selfie with passport. They always say that it doesn't fit. The last message from the finance department was on 28.08.

Hallo also es ist so es wurde auch schon genehmigt dann würde vom Casino geschrieben wollen doch noch ein Selfie mit mein Ausweis und Adressenschweiß mit Selfie habe ich auch gemacht

Es scheitert nur an dem Selfie mit Reisepass es wird immer gesagt das es nicht passt die letzen Nachricht der Finanzabteilung war am 28.08

Could you please specify why your selfie with the passport was not approved?

When uploading photos for verification, there are several things you have to keep in mind:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Have you made sure that your selfie fulfills all of these requirements?

Hello, it is always said that the data is not recognized but I have also verified myself elsewhere and it was approved without any problems. I think I have now sent 30 pictures to the

Hallo also es wird immer gesagt das ma nicht die Daten erkennt aber ich habe mich auch wo anders Verifiziert und da würde das ohne Probleme genehmigt ich habe denke mittlerweile 30 Bilder an die Geschickt

Please forward me the photographs you sent to the casino at veronika.l@casino.guru.

Have you also sent a separate photo of your passport? If so, was the passport photo approved?

Yes, everything in the passport was accepted except for the selfie. I also asked what the problem was but you always just get a standard email if something is wrong and they would change it straight away...

I'll send it to you

Ja Reisepass wurde alles anerkannt nur mit dem Selfie nicht ich habe auch gefragt was das Problem ist aber da bekommt man immer nur Standart Mail wenn was falsch ist würde es ja direkt ändern...

Ich schicke Sie dir

Thank you very much, florianbachhofer1987, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear florianbachhofer1987,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetMaximus Casino representative to join this conversation and participate in resolving this complaint.

Dear BetMaximus Casino,

Could you describe why the player's selfie gets rejected?

Thank you in advance for providing the information.

Hello Stefan & florianbachhofer1987,

The player's account is still pending verification.

The selfies uploaded on 26/08, 28/08 and 02/09 were rejected as they were blurry.

The selfie uploaded on 04/09 isn't yet checked by our team and the player will be updated accordingly.

With appreciation,

Nadia I.

Dear BetMaximus Casino,

Thank you for your response and the information provided.

Please keep us updated regarding the selfie uploaded on the 4th of September.

I'll be awaiting your reply.

What I wanted to mention is that there was already an email from you on 21 August, copy it to me

Hi jlobabe,

Your casino account has been successfully validated.

For any questions regarding your account, please do not hesitate to

contact our customer support team via chat or e-mail at

Regards,

Finance team

Was noch erwähnen wollte es gab scho eine Email an 21 August von euch kopiere diese mal mir rein

Hi jlobabe,

Your casino account has been successfully validated.

For any questions regarding your account, please do not hesitate to

contact our customer support team via chat or e-mail at

support@betmaximus.win

Regards,

Finance team

Hi dear Casino guru team, something has happened and the selfie has been approved. Now you have written to me, so it doesn't matter where it is verified, I have never had this before, is this a normal process?

• a screenshot of the personal data of the linked Gmail address

Your casino account. You can find this at the top right of

the Gmail website > Manage your Google Account > Personal info.

Hi liebes Casino guru Team es hat sich was getan und zwar wurde das Selfie gehnemigt jetz haben Sie mir das geschrieben also egal wo verifiziert habe das habe noch nie gehabt ist das ein normaler Vorgang?

• einen Screenshot der persönlichen Daten der verknüpften Gmail-Adresse

Ihr Casino-Konto. Dies finden Sie oben rechts auf

die Gmail-Website > Ihr Google-Konto verwalten > Persönliche Daten.

Hello Stefan & florianbachhofer1987,

I can confirm that the last selfie sent was accepted.

Player was asked for additional clarifications related to the details provided upon registration.

With appreciation,

Nadia I.

Please just close this I have requested the deletion of my account

Bitte schließe das einfach ich habe die Löschung meines Accounts beantragt

Dear BetMaximus Casino,

Could you state if there is any reason you are requiring a screenshot of the personal data of the linked Gmail address? I have checked the registration form and there is no option to register with the Google account.

I'll be awaiting your reply.

Dear florianbachhofer1987,

Are you sure you want to close this complaint? There is a disputed amount of 2000€. Please, reconsider this.

Hello Stefan & florianbachhofer1987,

Indeed there is. The e-mail address used shows a different person's name than the one provided for the account details upon registration.

The player doesn't have any funds remaining in the account and the account has been closed per the player's specific request on 13/09/2024.

With appreciation,

Nadia I.

Hi Stefan, thanks for your help but I have now had my account deleted. It was made very clear to me in the chat that I had violated something and that they would definitely not pay me the money. After I sent the screenshots of the email they wanted an explanation as to why the email was called that.

That was too much for me, I gambled it away and that's it. But I have to say that I don't recommend the casino

Hi Stefan danke für eure Hilfe aber habe mein Konto mittlerweile löschen lassen mir wurde un Chat ganz klar gemacht das ja gegen irgenwas verstoßen habeb soll und die auf keinen Fall mir das Geld ausbezahlen nachdem ich die Screenshots der Mail gesendet habe wollten die ne Erklärung haben warum die Mail so heißt.

Das war mir dann zu viel habe es verspielt und gut ist. Aber muss sagen das nicht zu empfehlen das Casino

Hello florianbachhofer1987,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear florianbachhofer1987,

I am sorry to hear that you lost your funds. As there is no disputed amount and you asked to close your account, we have no option but to close the complaint as rejected.

Kind regards,

Stefan, Casino.Guru