Bet maximus are the most unhelpful sarcastic company

Hi there my user name on there is missxxx I recently won some money, to which nw 3 weeks later they still are refusing to cash out. I explained to them I have mental health conditions which I have been diagnosed with.

This is what the financial team have requested from me

 clear images and recent images of your Passport. Please note that blurry images or old images cannot be accepted;

- clear and eligible photos (in colour) of the front and back of the card used to deposit (ending in *6897), showing the name of the card holder (if applicable), the expiry date, the first 6 digits, last 4 digits of the card and the issuing bank. Please note that blurry images or old images cannot be accepted;

I sent that all in, to then every time being rejected, as they then say it has to be metadata. Which I had no clue. And then was told by an agent when asked what it was her response was do I look like Google I have emailed and emailed and emailed and asked to speak to a higher ranking member of staff on live chat and was told no. I've begged for help in helping me how to verify myself correctly. They keep emailing me saying it's to blurry.

In that statement above it does not state anything bout metadata. The customer support have actually laughed at me refuse to help me after begging and begging due to not understanding as good due to my mental health and have had no response. Been ignored. And has affected my mental health now and ha made me feel so very depressed and stupid and thick and has sent me into a depressive manic state due to lack of empathy or kindness. How do I make. Formal complaint can anyone please help

If it's been three weeks and you haven't gotten anywhere, and the casino can't help you with this, then I would file a complaint.

You can do so here at this link 👈

I see that they gave you blurry as the reason for rejection. Don't you think that's the case? Is that the only reason why they kept rejecting you? 

They said my photos are blurry to which they are not what so ever,they mention about metadata which is a picture of where is was taken ut the the problem is I am unable to download it so have to screenshot it and they won't accept it

Have you tried to scan the document and send it to them, perhaps?

I believe that it is the best way to do this, actually. 🤔

Please can you help me understand what you mean by scanning them as I don't know what you mean please, I have sent them over 25 emails to not even 1 reply back not 1... And it's starting to sffect my mental health noe it's 250 pounds they are not willing it seems to send me and in all honesty it's getting in my last nerve. I have no one to help me.. I cnt take screen shots of the metadata but I don't have an option to send it either. And it's affecting my mental health in a serious way

Try to calm down, please. I know that it must be frustrating for you, but you need to relax a bit, for sure.

By scanning the documents I mean that you scan your passport, or your ID, or whatever document they ask for on a scanner and send it to them in a PDF format. That should be ok, and the casino should approve documents in this format.

By making screenshots of those, it is completely understandable that they won't take it, as it is not of good quality.

Also please know that you won't receive your money without passing the verification process, so you have to finish it first.

Hi there I have asked them this to which their reply was certainly not, I have explained I have mental health and need their help and support to which they don't what so ever , 40 emails have been sent to customer support with no reply, I have people telling me different things such as I need the location and other information of the photo to be shown where another has said I need to send a normal photo. I been spoken to Rudly. Sarcastically snd even laughed at. My photos have not been blurry as your able to see all information required and letters are visible. No one has helped from that casino

Also the bank card that I used they have accepted my bank statement which has my card details on with my name IBAN number sort code account number which is exact on the card picture. I feel due to my vulnerability I'm being for whatever reason that they are trying not to pay me I've sent ever thing that they have requested all in focus and yet it's still to blurry. And what more can I possibly do?? It's 10p I've won it's £250.

In this case I really hope that our complaint team will be able to help somehow in your case.

Please try to be patient.

Hi Romi I understand what your saying. And it's now coming up to 4 weeks and I think that is extremely patient, I have sent over 40 emails to customer support explaining about my mental health needs. I am not using this as an excuse and I am trying my best as I am all I have. I have no friends nor close family. Am I able to show you the photos I have sent in.. I have now done this process over 10 times plus more, also romi when a casino customer agent laughs at you, mocks you, and makes sarcastic comments such as i am not Google go snd look yourself ss i am not explaining... And I then ask for details for there DSR service details I get told to look on the website to which I replied where can I find it. To be replied oh I don't fully understand what you mean. I have explained as I said regarding my mental health and I feel I am being taken advantage of.. there is absolutely nothing wrong and why should I have to wait longer. It is my money. They should make you get verified at the beginning.. the thing is an agent named Louis told me and laughed at me saying that the documents I sent wouldn't be passed by any casino at all. To which I made a point of opening an account and those exact documents and pictures were accepted. I feel I'm tlbeing taken for an idiot.

I surely get your point here, and I'm really sorry that you have found yourself in such a situation.

I would strongly suggest leaving the whole online gaming thing if you feel this way after you hopefully get all this sorted out.

One of our members will shortly inform you what you need to do next, and if you'll be asked to provide any pictures or documents, you will have to do so within the complaints thread.

I don't have a problem with anyone else the only problem I have is just with this casino that's all. But I do value your help I really do.. I just want this sorted tbh

Hello team. I have an update but please may I leave this open until it is finalised.

After all the complaints all the sentence documents. I have just received an email stating they have accepted the documentation I had sent in, and have finally released my money to my bank account, it hasn't quite yet cleared but finally!! But the absolute madness of this situation is the documents I sent in via email after just looking at them properly myself are in an absolute worst state then the first original pictures I sent in the first time .. ss soon as my money is cleared. I will be closing the account permanently and will never play with this company ever again, and have left a review . But thank you to each and every single person here who took their time to help me. Sincerely thank you

I am really glad that things have moved forward.

We will surely keep your complaint open until you confirm that you received your withdrawal.

Hopefully it won't take long. Keep us updated, please.