The player from Germany had their account blocked after requesting a withdrawal of No Deposit bonus winnings. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Maximal Wins Casino - Player’s account has been disabled.
Black points: 20
Amount: €100
Maximal Wins 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
1 year ago
Public
Public
1 year ago
Translation
I signed up as a new customer at this online casino some time ago through the NO DEPOSIT LINK For 22 free spins I think it was on Reelrush 2 now I played and had a run and played around the necessary turnover conditions... I had real money Balance of 1000 - 1200 euros I gambled away 1000 euros and then made a withdrawal request of 200 euros on my BTC. Walled because I thought it would be faster that way. At the same time, I verified my user account completely.... Now I've been waiting for my money since February 6th, I kept trying to get in touch and was put off every time and I was told it would take a little longer because it was from an extra security team has to be processed last but not least I could also log in now unfortunately that's no longer the case unfortunately... And when I asked why I can't log in, I was told that it was a decision by the security management... Well I'm speechless because you've been waiting for 3 months and in the end the account is blocked because I got 200 euros... I feel slightly cheated and I'm glad I didn't make a deposit on this platform!
Automatic translation:
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1 year ago
Dear Marvone93,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited any funds into your account, or you’ve accumulated winnings from a free bonus entirely? Did you receive any explanation from the casino why your account has been blocked and winnings confiscated?
Meanwhile, I have checked the general bonus terms and conditions, and this is what I found:
"Bonus Terms and Conditions
...
Withdrawals of winnings generated through free, no-deposit bonuses, or free spins awarded with no qualifying deposit are limited to 100 €/£/$. Any remaining cash balance will be forfeited."
Therefore, I have corrected the disputed amount from €200 to €100.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
Hello, Yes, that's right. I hadn't made a deposit, but only used the new customer bonus for registering with them and then successfully implemented it and then after €200 (100)* the payout was requested I didn't get any information after my log was blocked, let alone I wasn't told that I had to pay in before I could/may pay out....
Best regards
Automatic translation:
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1 year ago
Dear Marvone93,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Maximal Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Maximal Wins Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
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