The player from Sweden had been waiting for a withdrawal to be processed for 2 months before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no any progress even two weeks after the casino was notified about the player's complaint.
Maximal Wins Casino - Player’s refunds have been delayed.
Black points: 168
Amount: €700
Maximal Wins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.5
Maximal Wins Casino has a Safety Index of 1.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Dear Sanna,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed refunds. Could you please advise which payment method you have used? Have you been given any explanation of what caused the delay?
It’s quite usual for transactions to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hi, they're just saying they take time. I have used my bank card
Automatic translation:
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3 years ago
Thank you very much, Sanna, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Sanna,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Maximal Wins Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Maximal Wins Casino, could you please state the reason why the player's withdrawal has not yet been processed and when can she expect his payment?
Thank you in advance for providing the information.
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3 years ago
We would like to ask Maximal Wins 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 will have a negative impact on the casino's rating.
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3 years ago
Dear Sanna,
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
