Maximal Wins Casino - Player’s withdrawal has been delayed.

Hello I have requested a withdrawal from the above Casino for 960euros on the 12th February last, according to their terms and conditions, it should take 21 days.....I have now been waiting for 28 days..... I have previously made a withdrawal from this Casino and it took 3 days..... During the 26 days I have had to verify my account again.... I have emailed several times but they keep stating that the transaction will be processed in a couple of days...... I feel that they are not playing fair...... can you advise me as to what to do please.

Dear banjolilly,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand it correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Which payment method you have opted for?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela, thank you for coming back to me.... I made the request on the 12th Feb.... Yes payment is still 'awaiting' or pending in my account , numerous emails from the Casino state the same thing, they have to check game history, etc. before it can be processed. The first few emails stated that it normally takes upto 21 days to process, which I completely understand, but I had a very successful withdrawal from this Casino in January that took 3 days, which is why I continued to play with this Casino........ The emails now are stating .....

We truly apologize for the delay, sometimes the withdrawal procedure takes a bit more or a bit less than 21 day, all depending on the current withdrawals volume and the bank procedure. There is a whole withdrawal procedure to be followed and certain steps that cannot be skipped so it takes time to check each game, account history and compare them with our terms and conditions page in order to check whether they've been followed from the very beginning. And then, there is the bank procedure that unfortunately, we cannot accelerate.

Please, stay patient, your withdrawal should be processed soon enough.

We appreciate your understanding.

I accumulated the winning using a bonus...

Thank you for your help.... 960euros is a lot of money, but I feel that I could be left waiting and waiting....

Kind regards

Catherine

Thank you very much, Catherine, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Thank you.

Catherine

I will now try to contact the casino and let them know about your issue.

That's great Nick, thank you. I have been waiting for 32 days now and I think they are giving me runaround.....

Kind regards

Catherine

Unfortunately, we haven't receive any answer from the casino yet. Please not, if we won't get any respond from the casino within the next 7 days, we will be forced to close the complaint as unresolved.

Ok, I understand, do you know where this Casino has it's licence from.... perhaps I can contact them to make a complaint...

Kind regards

Catherine

Morning Nick, I have had a deposit for the full amount of 960.00euros deposited into my bank account this morning from Maximal Wins Casino.... I am absolutely over the moon. I cannot thank you enough.......

Whoa......

Kind regards

Catherine

Dear banjolilly,

Thank you for letting us know that you have received your money, we gladly hear that. Please do not hesitate to contact us if you will come across any trouble in the future. The complaint will now be closed as resolved.

Best regards,

Nick

Casino.guru