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Hello, I requested a payment of my winnings on October 8th, 2021, my account is verified! I'm still waiting for the payout. Whenever I ask employees why it takes so long, I get the same answer. I'm being put off again and again ... what should I do, please

Hallo ich habe am 08.10.2021 eine Auszahlung meiner Gewinne beantragt, mein Account ist verifziert! Ich warte noch immer auf die Auszahlung. Immer wenn ich Mitarbeiter Frage warum es so lange dauert bekommen ich dieselbe Antwort. Ich werde immer und immer wieder vertröstet...was soll ich machen bitte

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

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,

Kristina

Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice from Maximal Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep trying.

Dear Daniel,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. However, I have to warn you that the casino usually doesn't reply to complaints published on our website. I would like to invite Maximal Wins Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Maximal Wins 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Peter,

Thank you for your help. Unfortunately, I still haven't heard anything from the casino for the purpose of paying out.

the payment status has suddenly been "ACCEPTED" since 01/04/2022 before it was "PROCESSING"

I asked yesterday in the chat what that means, I was told that the payment was accepted by the finance department and only needs to be transferred. but I don't know if I can believe that

hallo peter,

vielen dank für deine hilfe. leider habe ich noch immer nichts vom casino gehört zwecks auszahlung.

der auszahlungsstatus ist aufeinmal seit dem 04.01.2022 auf "AKZEPTIERT" vorher war es auf "BEARBEITUNG"

ich habe gestern gefragt im chat was das bedeutet, man hat mir mitgeteilt das die auszahlung von der finanzabteiling akzeptiert wurde und nur noch ueberwiesen werden muss. aber ich weiss nicht ob ich das glauben kann

Hi Daniel,

Thanks for the update. It is good news that the status of your withdrawal changed to "PROCESSING". However, there is a high possibility that the casino won't be responding to the complaint so we will have to wait and see what happens.

hello peter the status of my payment has suddenly changed to COMPLETED since 01/19/2022.

what does that mean ?? that the payment was transferred or?

hallo peter der status meiner auszahlung hat sich seit 19.01.2022 auf ABGESCHLOSSEN geaendert auf einmal.

was bedeutet das ?? das die auszahlung ueberwiesen wurde oder?

Hi Daniel,

It's hard to say but if the status has changed to "ABGESCHLOSSEN" and the money didn't return to your casino balance, my guess is that the transaction should be successful. I hope you will receive the winnings soon.

Hi Daniel,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. If by any chance you receive your withdrawals, please let me know (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter