Maximal Wins Casino - Player’s winnings have been reduced.

Almost 3 weeks ago, I played on this casino. I had some good wins, and I done a 1000 pound withdrawal request. On the withdrawal form was writed down 24-48 hours waiting time. After my account was verified, they asked me all my bank details. They told me to wait 7-21 days. After 8 day's, my withdrawal was accepted, approved, but they told me will be another 7-21 day's for be paid. After another week, they just cancelled my withdrawal, for some term and conditions, but that was AFTER MY WITHDRAWAL WAS ACCEPTED. They gave me 200 pounds in casino account, cancelling the 1000 withdrawal. Of course when I asked if I can get at least those 200 pounds, again I was informed to wait another 7-21 day's. Of course I realise that was a scam, I lost those 200 pounds credit in no time, but I want to receive the rest of 800 pounds

Dear Mihai,

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. Could you please advise if you have accumulated your winnings with or without an active bonus? Do I understand correctly that the withdrawal of £1,000 has been approved but capped later? Have you been advised why your winnings were reduced?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Dear Mihai,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

My winning was without any bonuses, and that's correct, my withdrawal was accepted 8 day's after I made the enquiry, and 1 week after that, time where they told me that I will receive my money soon, when I asked again where is my money, they told me that my 1000 pound withdrawal was declined, because in their policies were a term, that allowed 10x maximum withdrawal from lifetime deposits. When I made the withdrawal I was deposited 15 ponds, after that I made another deposits around 300 pounds. Finally they put me 200 ponds in the casino account, telling me if I want to withdraw that amount, will be another 7-21 day's. So I understood I was scammed

I understand now, Mihai. Could you please confirm that the following term has been used to cut down your winnings? https://www.maximalwins.com/en/termsandcondition.html

"8.3.1 If a player's accumulated life time deposit is not greater than 200 €/£/$, then the player will be allowed to withdraw only up to x10 his last deposit up to maximum of 500 €/£/$. (Any excess amount will be forfeit)"

Could you please clarify how much was your last and lifetime cumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru. Thank you very much in advance.

That term was invocated by them, but AFTER, my withdrawal was accepted. Why they didn't tell me that in the first place? So about the deposits, First one was 15 ponds, and I had that winnings, so I made a withdrawal request. In those 2 weeks of waiting, I made another few deposits, around 300 pounds. So now I can't log in în the casino, because I requested to be out of that casino. I could understud if they were telling me about those terms when I made the withdrawal request, but no, they was pushing me waiting, then telling me my withdrawal was accepted and I should receive the money soon, so knowing that I made a payday loan of 900 pounds, knowing that I will pay it back in a few days. Now I have to pay for that loan 3.600 ponds because the 14 day's when I could withdraw form credit agreement, is gone.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory when it’s applied to a real money game.

Could you please clarify if you have received the approved withdrawal of £200 or the funds were played and lost? Thank you very much.

I lost that 200 pounds, because I was sick of them, and I played that amount. Was lost in no time, without having any single bonus in those few game's that I played. Pure robbery

Since you have played your winnings, I’m afraid, there is not much we can do for you. As I mentioned earlier, please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Dear Mihai,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

So I understud that you can't help me if I lost that 200 pounds, but how about the rest of the winning those 800? Because my withdrawal was 1000,and they gave me just 200.I don't know if you will help me with this problem, but I strongly suggest you investigate that casino, because I'm sure it's a scam

Dear Mihai,

We are fully aware of this rule in the casino's T&Cs and we mentioned it in our review to warn the players https://casino.guru/maximal-wins-casino-review#tab=js-tab-detail-homepage:

Unfortunately, since you have lost your active balance we are not able to help you. Please understand, if your withdrawal was still pending, we could try to get the casino's standpoint and argue for the entire amount. Unfortunately, the balance has been played and lost before we could intervene.

I would kindly ask you to contact us next time before it's too late as we stand no chance if the funds have been lost already. Sadly, I have no other option now just to reject your complaint. I wish I could be of more help. Thank you in advance for your understanding.