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I made my withdrawal on May 27th & successfully completed my KYC. I didn't violate any bonus conditions and wagered the deposit 50 times. The support told me that it would take 7-21 days for the payout to be processed, which seems extremely long to me and I would rather consider it a delaying tactic. To this day I have not received anything. I have requested the Bitcoin withdrawal method.

best regards

Ich habe am 27.Mai meine Auszahlung getätigt & meine KYC erfolgreich abgeschlossen. Ich hab gegen keine Bonusbedingungen verstoßen und den deposit sauber 50x gewagert. Der Support sagte mir dass es 7-21 Tage dauern würde bis die Auszahlung durchgeführt wird, was mir extrem lange erscheint und ich eher als Hinhaltetaktik einschätzen würde. Bis heute ist nichts bei mir angekommen. Ich habe die Auszahlungsmethode Bitcoin angefordert.

Liebe Grüße

Dear JMS21,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you ever made a successful withdrawal before, or was this your first attempt?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Hello Kristina,

Thank you for processing my request quickly.

This is my first payout, I have just contacted customer support because 21 days have now passed. Now I have been told that it is "working days", which was not mentioned in the past, but I am ready to wait. That would be the 25.6.21 exactly in one week.

best regards

Hallo Kristina,

vielen Dank für die schnelle Bearbeitung meiner Anfrage.

Dies ist meine erste Auszahlung, ich habe soeben den Kunden support kontaktiert, weil inzwischen 21 Tage verstrichen. Jetzt wurde mir mitgeteilt, dass es "working days" sind , wovon in vergangenheit nicht die rede war, aber ich bin bereit zu warten. Das wäre dann genau in einer Woche den 25.6.21.

Liebe Grüße

Thank you for your reply, JMS21. Since you are willing to wait for a little longer, I will extend the timer for 4 additional days and I will get back to you on 25.6. If there is no development within this time frame, we will intervene. Please, let us know if there is anything new in the meantime.

Hello JMS21,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Good Morning,

Unfortunately, I have not yet received my desired payout.

Guten Morgen,

leider hab ich meine gewünschte Auszahlung noch nicht erhalten.

Antwort des Supports:

We really apologize for the delay. Sometimes the withdrawal process takes a little longer or less than expected time, depending on the current withdrawal volume and the banking process. There is an entire withdrawal process to be followed and certain steps cannot be skipped, so it will take some time to review all of the gameplay. If everything seems fine, the relevant department will compare it to our Terms and Conditions page in the order listed to verify that they have been followed up from the start. And then there is the banking process, which unfortunately we cannot speed up.

Please be patient, your withdrawal should be processed early enough.

Thank you for your understanding.

Thank you very much JMS21 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello JMS21,

I looked at your complaint and will do my best to help you. I would like to invite Maximal Wins Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

I have just received the following email:

Hello,

I will contact you regarding your withdrawal from our casino.

It should be cleared up soon.

The delay was due to the situation in the crypto market.

I'm sorry for keeping you waiting for so long.

Have a nice day.

With best regards,

Maximum wins customer service

Folgende Mail habe ich gerade erhalten:

Hallo,

Ich kontaktiere Sie bezüglich Ihrer Auszahlung aus unserem Casino.

Es sollte bald geklärt werden.

Die Verzögerung war auf die Situation auf dem Crypto-Markt zurückzuführen.

Es tut mir leid, dass ich Sie so lange warten ließ.

Einen schönen Tag noch. 

Mit freundlichen Grüßen, 

Maximal Wins Kundenservice

Due to technical issue the clients cashout has been stuck in the system. The issue is now resolve and the client’s payment is underway. We apologize for any inconvenience and appreciate the patience and understanding

Dear JMS21,

let me know when you'll receive your winnings, please.

Hello Villiam,

I've just received the payout.

Thank you for your generous help in solving u !!

best regards

Hallo Villiam,

Ich habe soeben die Auszahlung erhalten.

Vielen Dank für ihre großzügige Hilfe bei der Problemlösung u!!

Liebe Grüße

Dear JMS21,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru