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

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

Black points: 36

Amount: €200

Maximal Wins Casino
Safety Index:Very low
Submitted: 29 Aug 2021 | Unresolved : 19 Oct 2021
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

3 years ago

The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed. Casino didn't respond.

Public
Public
3 years ago
Translation


Hello


I received a bonus (received by email) - received free spins and converted the amount won from them - when I then wanted to pay out 200 euros - this was canceled - for the reason:

Sorry Monika, but the rules are clear. We recommend you make a deposit first and then you can get 200. lift up


On 08/24/21 I then (for the first time) deposited 20 euros in paysafe into my already verified account and then paid out the 200 euros as set out in the terms and conditions 1x.


Since then, this payout has the status: in process

I have already been informed on request that this can stay up to 7 working days until everything has been checked ...

I'm a little early with my request to you guru * but I have an uncomfortable feeling about this payout story,

I have adhered to all rules and conditions (there are many and I am sure that everything went correctly on my part - screenshots from the chat + emails are available)

May I ask you kindly for advice

Thanks very much

LG

Mon

Automatic translation:
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Public
3 years ago

Dear Moatline,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

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

 

Best regards,

Petronela

Private
Private
3 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

I fully understand your frustration, Moatline. I will set the timer for additional 6 days and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

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Public
3 years ago
Translation

Unfortunately nothing has changed and please take this into your hand now

Automatic translation:
Public
Public
3 years ago

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

I looked at your complaint and will do my best to help you. I would like to invite Maximal Wins Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

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Public
3 years ago

We would like to ask the 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’.

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3 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

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