The player from Florida had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player confirmed she had met all withdrawal requirements and had not made any successful withdrawals before. The withdrawal request remained pending after almost a month. We had attempted to contact the casino multiple times but received no response. As the casino operated without a valid license and didn't refer to any Alternative Dispute Resolution (ADR) service, there was no gaming authority to address. The complaint was marked as 'unresolved', which may have negatively affected the casino's rating.
Gamblemax Casino - Withdrawal of player's winnings has been delayed.
Black points: 1000
Amount: $10,000
Gamblemax Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
Public
Public
10 months ago
Dear fourplewis,
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
10 months ago
Thank you for your reply, fourplewis. 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
9 months ago
Dear fourplewis,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
9 months ago
I have met all requirements and no I haven't withdraw before and I had 10.00no deposit sign up bonus but deposited a total of $50
Public
Public
9 months ago
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you tried contacting the casino regarding this issue? 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
9 months ago
I have meet all requirements and it has been almost a month since doing so and still I have no prossed withdrawal still pending
Public
Public
9 months ago
Thank you very much, fourplewis, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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
9 months ago
Hello fourplewis,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Gamblemax Casino representative to join this conversation and participate in resolving this complaint.
Dear Gamblemax Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
Public
Public
9 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
9 months ago
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,
Stefan, Casino.Guru
