The player from Mexico was experiencing withdrawal issues and was unable to access games on his casino account. Despite multiple attempts to reach customer support, there had been no resolution. The player had attempted to verify his account and meet the wagering requirements, but received no response from the casino. We had attempted to contact the casino multiple times without success. Since the casino was operating without a valid license, we marked the complaint as 'unresolved'. We advised the player to choose casinos based on their reviews and ratings in the future to avoid similar issues.
Max Vegas Casino - Player's withdrawal is delayed and games are inaccessible.
Black points: 188
Amount: $247
Max Vegas Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
5 months ago
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6 months 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:
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6 months 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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6 months 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...
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5 months 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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5 months ago
Translation
I understand and appreciate the attention provided...
Thank you...👍
Edited
Automatic translation:
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5 months 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 months 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
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5 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.
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5 months ago
Translation
Sincerely...
Casino guru
I thank you in advance for the attention given on your part.
But the truth is that I doubt that my case will be resolved or that the casino will give any response...
Since a few days ago I tried to access the same page but without success (I don't know it just happened to me but the page doesn't even open or load anymore) Although the emails continue to arrive normally.
That's why I doubt I have any answer...
I say goodbye but not before thanking you again for your attention...
Atte: "monchosmox"
Automatic translation:
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5 months ago
Dear monchosmox,
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
