MaxiBet Casino - Pelaajan voitot on takavarikoitu.

Hello,

I was shocked to see that €791 was just removed from my account without receiving any notification or message.

I chose a bonus and completed its wagering requirements. I initially deposited €250. Once the bonus requirements were fully met, I requested a withdrawal, which is still active.

Unfortunately, now the entire remaining amount of €791 has been deducted from my account. According to support, it's because after a bonus, all money must be withdrawn at once, and no further bets can be placed. What kind of absurd reasoning is that?

And now the kicker:

My deposit method was Jetonbank

However, there is a withdrawal limit with Jetonbank, which is set at €250!

So, I can't withdraw all my winnings at once.

To me, this is fraud.

The casino is now withholding my money, and it seems I will only receive my initially requested withdrawal of €249 back...

As a result, I am missing €791 that I rightfully won and will probably not receive it...

Hallo,

ich habe gerade große Augen gemacht, als ich gesehen habe dass 791€ einfach von meinem Konto entfernt wurden ohne eine Nachricht oder Mitteilung erhalten zu haben.

ich habe einen Bonus gewählt und diesen umgesetzt. Ich hatte ursprünglich 250€ eingezahlt. Als der Bonus komplett umgesetzt war habe ich eine Auszahlung benatragt, diese ist auch noch aktiv.

leider wurde mir nun das komplette restliche Geld von meinem Konto gestrichen in Höhe von 791€. Nach aussage vom support, weil man nach einem Bonus alles Geld direkt aufeinmal auszahlen lassen muss und keine weiteren Wetten tätigen darf. Was ist das für eine absurde Begründung.

Und jetzt der Hammer:

meine Einzahlungsmethode war Jetonbank

es gibt allerdings bei den Auszahlungen ein Limit über Jetonbank: dieses liegt bei 250€!!!

ich kann also garnicht meine kompletten gewinne aufeinmal auszahlen lassen.

das ist Betrug in meinen Augen.

das Casino behält nun mein Geld ein und ich bekomme lediglich meine erste angefragt Auszahlung (249€) zurück anscheinend…

somit fehlen mir 791€ welche ich korrekt erspielt habe und werde diese wohl nicht bekommen..

Hello Bastosh98,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MaxiBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is it possible to use a different withdrawal method which has a higher limit?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

my account has already been verified since November 5, 2024.

Bank transfer and crypto are also available as withdrawal methods with higher limits. However, I only know that you have to make a withdrawal using the selected deposit method, which is why I wanted to make the withdrawal via Jeton.

I have never experienced anything like this before, where you can simply take the money away from the player if you don't pay out everything at once.

This morning I contacted the casino with a statement on this case. Of course, they just referred me to the terms and conditions without giving any more details. I was also told that you are not allowed to continue playing with the bonus after you have wagered it. I didn't understand any of this because the fact that you are not allowed to continue playing with the money you have won and that you have to pay it all out at once makes little sense to me and is misleading.

Thank you for your help!

Hallo,

mein Konto ist bereits verifiziert seit dem 5 November 2024.

Es gibt Banküberweisung und Crypto ebenfalls als Auszahlungsmethode mit höheren Limits. Allerdings kenne ich es nur so, dass man mit der gewählten Einzahlungsmethode auch eine Auszahlung vornehmen muss, deswegen wollte ich die Auszahlung über Jeton vornehmen.

Sowas habe ich noch nie erlebt, dass man dem Spieler dann einfach das Geld wegnehmen kann wenn man nicht alles aufeinmal auszahlt.

Heute morgen habe ich das Casino kontaktiert mit einer Stellungnahme zu diesem Fall. Es wurde natürlich nur auf die AGBs verwiesen ohne etwas genaueres zu nennen. Mir wurde ebenfalls noch gesagt dass man mit dem umgesetzen Bonus danach nicht mehr weiterspielen darf. Ich habe das alles nicht verstanden, weil für mich die Tatsache dass man mit den gewonnenen Geld nicht weiterspielen darf, sowie dass man alles aufeinmal auszahlen muss wenig Sinn ergeben und es irreführend ist.

Vielen Dank für Ihre Hilfe!

Hello Bastosh98,

Would it be possible to forward your deposit, bonus and betting history along with the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Looking forward to your response.

Regards,

Nick

Hi Nick,

I have written you an email about this.

Thanks!

Hi Nick,

ich habe dir eine Mail hierzu geschrieben.

Danke!

Hello Bastosh98,

Thank you for the e-mail provided.

Can you please confirm whether it was a fully sports betting bonus?

Also, do I understand it correctly that you have requested the withdrawal of 250€, which is paid out and the remaining balance from the account was removed?

Thank you for the clarification.

Regards,

Nick

Hello Nick,

it was a pure sports betting bonus, exactly.

My payout was over 249€ as I saw.

Unfortunately, the remaining money, amounting to €791, was simply removed from my account.

I know someone else who told me something similar about this provider. His money was also withheld based on completely unrealistic claims. Unfortunately, this site seems to be known for doing such brazen things.

Hallo Nick,

es war ein reiner Sportwettenbonus, genau.

Meine Auszahlung war über 249€ wie ich gesehen habe.

Das restliche Geld wurde mir dann leider in Höhe von 791€ einfach von meinem Konto entfernt.

Ich habe nochmals jemanden im Bekanntenkreis wo mir nun ähnliches über diesen Anbieter erzählt hat, bei ihm wurde ebenfalls aufgrund von ganz utopischen Behauptungen Geld einbehalten. Diese Seite scheint leider dafür bekannt zu sein so etwas dreistes zu machen.

Thank you Bastosh98 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

I would like to inform you, that in case that your balance was confiscated for breaching the bonus rules, we will be forced to close the complaint as we deal only with casino related issues.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Bastosh98 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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.

Hello,

Unfortunately, still no response from the provider. First this action and now no reaction.

Unfortunately, I am still missing my money.

Hallo,

leider weiterhin keine Antwort vom Anbieter. Erst diese Aktion und nun keine Reaktion.

Mir fehlt leider weiterhin mein Geld.

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. 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. The regulator states that it will not handle individual disputes between players and operators, but if you want to try and contact them anyway you can do so here: (https://www.gamingcontrolcuracao.org/contact) 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