The player from Germany discovered that €791 had been deducted from his account without notification after he had completed the bonus wagering requirements. He faced issues withdrawing his remaining winnings due to the Jetonbank withdrawal limit and believed the casino's reasoning for the deduction was unfair, describing the situation as fraud. The Complaints Team attempted to address the issue by contacting the casino for clarification regarding the confiscation of winnings. After persistent efforts, the casino management decided to reinstate the player's winnings, and he successfully withdrew the amount via Jeton, leading the team to mark the complaint as 'resolved' in their system.
MaxiBet Casino - Player's winnings have been confiscated.
Amount: €791
MaxiBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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3 months ago
Translation
Hello,
I was shocked to see that €791 was just removed from my account without receiving any notification or message.
I chose a bonus and completed its wagering requirements. I initially deposited €250. Once the bonus requirements were fully met, I requested a withdrawal, which is still active.
Unfortunately, now the entire remaining amount of €791 has been deducted from my account. According to support, it's because after a bonus, all money must be withdrawn at once, and no further bets can be placed. What kind of absurd reasoning is that?
And now the kicker:
My deposit method was Jetonbank
However, there is a withdrawal limit with Jetonbank, which is set at €250!
So, I can't withdraw all my winnings at once.
To me, this is fraud.
The casino is now withholding my money, and it seems I will only receive my initially requested withdrawal of €249 back...
As a result, I am missing €791 that I rightfully won and will probably not receive it...
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3 months ago
Hello Bastosh98,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MaxiBet 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?
- Is it possible to use a different withdrawal method which has a higher limit?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Hello,
my account has already been verified since November 5, 2024.
Bank transfer and crypto are also available as withdrawal methods with higher limits. However, I only know that you have to make a withdrawal using the selected deposit method, which is why I wanted to make the withdrawal via Jeton.
I have never experienced anything like this before, where you can simply take the money away from the player if you don't pay out everything at once.
This morning I contacted the casino with a statement on this case. Of course, they just referred me to the terms and conditions without giving any more details. I was also told that you are not allowed to continue playing with the bonus after you have wagered it. I didn't understand any of this because the fact that you are not allowed to continue playing with the money you have won and that you have to pay it all out at once makes little sense to me and is misleading.
Thank you for your help!
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3 months ago
Hello Bastosh98,
Would it be possible to forward your deposit, bonus and betting history along with the communication between you and the casino regarding this matter to nikolas.b@casino.guru?
Looking forward to your response.
Regards,
Nick
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3 months ago
Translation
Hi Nick,
I have written you an email about this.
Thanks!
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3 months ago
Hello Bastosh98,
Thank you for the e-mail provided.
Can you please confirm whether it was a fully sports betting bonus?
Also, do I understand it correctly that you have requested the withdrawal of 250€, which is paid out and the remaining balance from the account was removed?
Thank you for the clarification.
Regards,
Nick
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3 months ago
Translation
Hello Nick,
it was a pure sports betting bonus, exactly.
My payout was over 249€ as I saw.
Unfortunately, the remaining money, amounting to €791, was simply removed from my account.
I know someone else who told me something similar about this provider. His money was also withheld based on completely unrealistic claims. Unfortunately, this site seems to be known for doing such brazen things.
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3 months ago
Thank you Bastosh98 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
I would like to inform you, that in case that your balance was confiscated for breaching the bonus rules, we will be forced to close the complaint as we deal only with casino related issues.
Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Hello there,
Thank you Bastosh98 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask MaxiBet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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3 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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2 months ago
Translation
Hello,
Unfortunately, still no response from the provider. First this action and now no reaction.
Unfortunately, I am still missing my money.
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2 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. 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 might 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. The regulator states that it will not handle individual disputes between players and operators, but if you want to try and contact them anyway you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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1 month ago
We’ve reopened this complaint at the request of MaxiBet Casino. I was in contact with the casino representative and was told that the confiscation of the funds was the result of the payment option used. As Jeton only allowed 250€ withdrawals you were supposed to make 4 of those and the cashier would join them together for you in the system. Were you in any way informed about this by the casino support? Thank you in advance!
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1 month ago
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Hello Peter,
no, I would never be informed about that.
On the contrary, I even requested another payout at the time, but this was then cancelled and the money was withheld.
I also received completely different answers from support each time; unfortunately, different support employees always gave a different excuse.
Maybe we can come to a reasonable solution if the casino agrees to it. But so far the casino is still holding onto my money.
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1 month ago
Thank you for the update Bastosh98, I discussed this case further with the casino representative and was told you were able to withdraw all the funds that you were entitled to after winnings. Can you let me know what amount of the winnings were you able to withdraw? Thank you in advance!
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1 month ago
Translation
Hello,
I only received €249. The remaining money, around €791 (your contact can definitely tell you the exact amount), was simply removed from my account and kept. Another withdrawal request was cancelled and the money was kept.
Afterwards, support told me the funniest things about it. Unfortunately, I was not helped any further; they just told me that the money would be kept.
I was never offered the opportunity to make further withdrawals, unfortunately.
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1 month ago
Translation
Here is further proof.
The withdrawal of €249 was accepted and the further withdrawal request was rejected and the money was then withheld. The remaining money was also withheld.
What the representative is saying is simply not true and he should see that if he were to take a look at my account.
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1 month ago
Thank you for the update Bastosh9. I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!
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4 weeks ago
Dear Bastosh98, the casino representative is firm on the casino's stance that they have acted according to their terms and conditions according to which players will only be able to make a one-time withdrawal when requesting bonus winnings and all surplus winnings will be forfeited. While this rule is okay in itself, mixed with the restriction from Jeton which only allows a maximum of €250 per withdrawal it created a situation where the winnings you were eligible for were confiscated as well. We believe this was a failure of the casino's system and thus all your winnings should be reinstated and you should be able to withdraw them with any payment option offered. If the casino refuses to pay out your winnings we will be forced to close this complaint as unresolved which may negatively affect their rating. I will keep you updated on the situation. Thank you for your patience during this time!
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4 weeks ago
Translation
Thank you very much for your effort!
This shows once again how the casino unfortunately contradicts itself. At first it was stated that the casino would pay out multiple requests, now it is again claiming that only one payout is possible.
I really hope that the operator of the casino comes to his senses; other customers certainly don't want to fall for the same thing.
I hope a solution can be found.
Thanks!
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4 weeks ago
Dear Bastosh98, the casino representative has informed that a decision to reinstate your winnings has been made by the casino management. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. Thank you in advance!
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4 weeks ago
Translation
Hello Peter,
Thank you for always sticking with the case!
The money was back in my account now. I requested the withdrawal and have already received the money via Jeton!
That would be the end of the case for me.
Thanks!!
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4 weeks ago
Dear Bastosh98,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
