Gamblemax Casino - Player’s winnings haven’t been received yet.

Was told from website all payouts take 5 to 15 mins, then told 24 to 72 hours, now being told there is a high volume of payouts and I can deposit 30 more dollars to make my payout a higher priority.

Dear mayavirupa,

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

Thank you!

Dear mayavirupa,

Have you received your withdrawal from the casino yet?

No

Thank you for your reply, mayavirupa. 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?

No, and how would I confirm passing the KYC verification, this casino has never asked to verify my identity with them. My winnings were not accumulated with any active bonuses as well.

If this helps any abt a KYC verification...

Could you please advise us on the current status of your withdrawal request? Is it still marked as pending?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The status still says pending. Here is the latest conversion I had with support from the website.

I followed the instructions exactly as told, was just told I will receive ALL payout requests in 24 hours from now. I will submit an update in 24 hours.

With the 3rd withdrawal request I made, it makes the total amount I requested $200,821.28

After waiting 24 more hours this is what I'm told...

Thank you very much, mayavirupa, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thanks!

Hi mayavirupa,

I've reviewed your case and am sorry that you came across such a problem at Gamblemax. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Gamblemax Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please specify how much time is needed to process the pending withdrawal requests?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Thanks

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.

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,

Natalia