The player from California had had an issue with Max Vegas Casino where he had signed up for a bonus promotion with a specific wagering requirement. The casino had unexpectedly increased these requirements, which had caused trouble for the player who had already completed the initial requirement with a balance of $3,300. Despite having communicated with the casino, the player had only been able to withdraw $1,000, the maximum amount per transaction, with the rest of the winnings still pending. We had contacted the casino and invited them to join the conversation, but no resolution had been reached. The complaint had been extended multiple times due to the player's lack of response. The player had later reported receiving the second $1,000 payment but had had trouble receiving the final payment. Despite our efforts to contact the casino, there had been no response, leading to the complaint being marked as 'unresolved'.
Max Vegas Casino - Player's withdrawal is delayed due to changed wagering requirements.
Black points: 513
Amount: $2,800
Max Vegas Casino
Safety Index:LowNo reaction, passive regulator
UNRESOLVED
Case summary
So I signed up with this casino and I have been playing their promotions and welcome bonuses.
About a week ago I deposited and selected their step 5 welcome bonus. This is a 250 percent match min deposit 150 rollover times 40. No max cashout. A photo of the bonus is attached.
When I began the promotion the wagering required amount was 25960 as you can see in photo number 2. I began playing slots and in the middle of the promotion from the wagering amount changed to 38940. I immediately let them know via chat and they said they would fix the issue.
Well I continued playing and completed the initial rollover over amount of 25960 with a balance of $3300 which should all be withdrawable. Well I can withdraw because they haven't fixed the issue. It's been several days and I think they are intentionally screwing me please help!
Hello keithganzenmuller,
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? Can you also please forward a screenshot of the increased wagering requirement? When did you contact the casino with this issue and when was the last time they responded to you regarding the case?
Looking forward to your answer.
Regards,
Nick
they told me I didn't need to verify my account since its a Bitcoin deposit. I attached the photos before but I would include them again. I first let them know about the issue 3 or 4 days ago. I contacted them via chat a couple hours ago and they said that they are still working on it. Seems hard for be to believe that they are doing anything since it should be a very simple fix.
They fixed the rollover issue and allowed me to request a $1000 dollar withdraw their maximum per transaction. I am awaiting payment
Hello keithganzenmuller,
Be sure to wait at least 14 days for the payout to be processed and let us know in case of any update.
Dear keithganzenmuller,
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.
still waiting on my withdraw to be processed. I contacted them through player chat and they said it should happen soon. The withdraw has been pending since 2/6.
my Withdraw still hasn’t been approved after 15 days. I contacted chat they said they Would look into it for me.
Thank you keithganzenmuller for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello keithganzenmuller,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Max Vegas Casino to join the conversation and participate in the resolution of this complaint.
Dear Max Vegas Casino, could you please provide an update on the payment status?
Kind regards,
Dominika
Casino.Guru
They paid me first $1000… hopefully it doesn’t take too long to get the rest!
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.
Hello keithganzenmuller, do you have any updates regarding the withdrawal, please?
They paid me my first $1000. I requested my next thousand a week ago it’s pending.
Still waiting on my second $1000 payment. I requested it on 3/2. Contacted chat they said it has been approved but I still haven’t received it. They are looking into it and will get back to me
trying to get paid from this casino has been extremely challenging. My withdraw was confirmed by their system like a week ago and still haven't received my payment. I took pictures of the Bitcoin address in case the try to say they already sent it. I have talked to chat the last 2 days. this has been a complete nightmare trying to get paid from them.
Dear keithganzenmuller, thank you for the information, please continue to keep us updated regarding the rest of the amount.
Dear keithganzenmuller,
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.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
We have received a reopen request from the player:
‘I am still waiting for my final withdraw payment. I have been going back and forth with them on customer service. So far it’s taking several months to withdraw my money from this casino.’
So I requested my most recent $1000 dollar withdraw on 3/25. I contacted chat on 4/5 to get info on the status of the payment. The person I chatted with stated that the payment had been approved in the system and that I should receive it at the end of the day. It’s been 2 weeks and u still haven’t received the payment. I’ve Contacted chat every couple days for status updates. I attached pictures. 
Dear keithganzenmuller, let me contact the casino once again in order to investigate the matter.
Dear Max Vegas Casino, could you please provide an update on the payment status?
They no longer have their online chat available. They either disabled it from my account or have gotten rid of it all together. I sent them an email I dont expect them to respond
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.
They’re not going to respond. This casino is a complete joke. Chat is no longer available and they haven’t responded to my emails.
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,
Dominika
Casino.Guru
