The player from Iowa had requested a withdrawal less than two weeks prior to submitting this complaint. Despite meeting all bonus terms and playthrough requirements, his withdrawal had not been processed and he had not received his winnings. The player also had several other pending withdrawals and over 100,000 in his casino account. He had been told by the casino that the delay was due to a high volume of withdrawal requests. We had attempted to contact the casino multiple times but received no response. Since the casino operated without a valid license and didn't refer to any ADR service, there was no gaming authority to turn to. The complaint had been marked as 'unresolved'.
Gamblemax Casino - Player believes that their withdrawal has been delayed.
Black points: 6006
Amount: $130,000
Gamblemax Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.3
Gamblemax Casino has a Safety Index of 0.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
10 months ago
Sensitive attachment
Sensitive attachment
11 months ago
The casino stated that it would be completed in 24 to 72 hours however those hours have came and went then they ask for more deposit to speed up the process and I told them that I wasn't depositing anymore money they responded with please be patient and wait I attached the conversation with the agent as well.
Public
Public
11 months ago
Dear cjcave1979,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
11 months ago
I had this conversation today with Janet and she just up and quit talking to me . This all seems very sketchy and if you notice the 4 other complaints on here with casino guru they all have the same response.
Sensitive attachment
Sensitive attachment
11 months ago
No I have several pending
And also over 100, 000 on my account still
Public
Public
11 months ago
All of my withdrawls are quite a large sum. I am wondering if they will not pay them out cause they can't. Should I cancel them all and try a couple small withdrawals or just wait?
Public
Public
11 months ago
Thank you for your reply, cjcave1979. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Public
Public
11 months ago
Everything I've been asked to do to make a withdrawal has been completed I have not completed any withdrawals from this casino. All of the bonus terms have been met play through has been met. Their excuse to me why the payments have been delayed is there are a lot of people waiting it will take a long time to complete.
Public
Public
11 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
11 months ago
I believe that all the correspondence I had with the casino I have given to Kristina already. Thanks so much!
Public
Public
11 months ago
Okay, I assume that the attached screenshots were your only communication with the casino.
I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
11 months ago
Hello cjcave1979,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Gamblemax Casino to join the conversation and participate in the resolution of this complaint.
Dear Gamblemax Casino,
Can you please provide an update on the payment status?
Thank you.
Kind regards,
Tomas
Casino.Guru
Public
Public
10 months ago
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.
Public
Public
10 months ago
Dear cjcave1979,
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 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. I am sorry we could not be of more help on this occasion.
Best regards,
Tomas
Casino.Guru
