The player from Mexico is experiencing withdrawal issues. Despite multiple attempts to reach customer support, there has been no resolution. Additionally, the player is unable to access games on their casino account.
Max Vegas Casino - Player's withdrawal is delayed and games are inaccessible.
Amount: $247
Max Vegas Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for casino to reply
1d 11h 20m 54s
Case summary
5 days ago
Public
Public
1 week ago
Translation
I requested a withdrawal on 27-04-24 for the minimum of $50 USD in Bitcoin, but as of 7-05-24, I've received nothing.
I tried to get in touch with customer support but I'm getting no response.
Now, my casino account won't even let me open the games...
I'm currently waiting on a withdrawal for $247.00 USD.
Automatic translation:
Public
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1 week ago
Hello monchosmox
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Max Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 week ago
Translation
I tried to verify my account from 04-23-24 to send my documents but I did not receive a response from the casino so on 04-27-24 I sent them again
But I never got any response.
At first I used a welcome bonus but after meeting the wagering requirements I guess it would be real money...(Photo)
The casino never responded in the live chat, they just said that they were not available at the moment.
And I never received a response by email.
So you could say I never spoke to them...
Automatic translation:
Public
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5 days ago
Hello monchosmox and thank you for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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Public
5 days ago
Translation
I understand and appreciate the attention provided...
Thank you...👍
Edited
Automatic translation:
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5 days ago
Hi monchosmox,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Max Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the documents from the player? What is the status of their verification? Is the unfinished KYC the only obstacle before processing the withdrawal request?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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5 days ago
Translation
Greetings...
I thank you very much in advance for your help.
I will explain my case a little
•My account is not verified...
(I submitted documents for KYC verification but did not receive any response from the casino)
•I tried several times to contact him/her but I did not receive any response...
❌(@Mail - Live Chat)
•The profits were obtained...
By meeting the specified wagering requirements...
(Bond)
•After a few days when I accessed my account and tried to play slots or Live Casino...
This did not open any of the games
Automatic translation:
Max Vegas Casino has 1d 11h 20m 54s to reply
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