The player from Germany had been waiting for his winnings for almost three months before submitting the complaint. The casino later informed us the player's funds had been confiscated due to a violation of the Bonus Terms and Conditions. The casino failed to provide any further details or relevant evidence. The complaint was , therefore, closed as 'unresolved'.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Black points: 2375
Amount: €4,000
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
Insufficient evidence from casino
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Since June 19, 2021 my payout mode is "in process"
Had all the requirements met.
In response to my inquiries, someone wrote to me in the chat:
- this can take up to 21 working days.
After the 21 working days I was told:
- wait until you get an email from us.
I'm waiting for that until today.
PS: Uploading attachments does not work.
What can I do ?
LG. Peter-C
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3 years ago
Dear Peter-C,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Thank you very much Peter-C for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Dear Peter-C,
I’m sorry to hear about your delayed withdrawal. I’ll contact the casino and try my best to resolve the issue.
I would like to invite Maximal Wins Casino to join this thread.
Dear Maximal Wins Casino,
Can you please state the reason why Peter-C’s withdrawal has not yet been processed?
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3 years ago
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Hi dear guru team,
as I can see, "MaximalWin" did not respond to your answer. Seems to be one of their business models too. 🤷♂️🤦♂️
For me an absolutely dubious behavior. In order to protect us players, one should call a "black list" into being, where the seriousness of providers is marked with a "🟢🟡🔴".
🟢 - recommended
🟡 - questionable
🔴 - not recommended
Now you could say that would be detrimental to business ... 🤔 I disagree.
"This is competition"
Whoever cheats his customers damages his company!
This has been around for a long time in Germany and is called "SCHUFA". Schufa is the central information point about the seriousness of customers. Also works with this traffic light system. 🟢🟡🔴
"MaximalWin" would get 🔴 from me
Kind regards, Peter-C
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3 years ago
Thank you, Peter-C, for your input. Unfortunately, we haven’t yet received any response from the casino.
In regards to your remarks, I would like to mention that as you might know, every casino we review receives a certain reputation from us. Reputation and casino rating are based on multiple factors. For example, we consider playing in casinos with ‘Perfect’ or ‘Very good’ reputation to be safe, therefore, only casinos with such reputation are recommended.
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’.
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3 years ago
Dear Peter-C,
Please be informed that we managed to get in touch with the casino representative. Unfortunately, they are refusing to provide any details regarding your case unless we provide the information you submitted for your identity verification (a photo of both sides of your ID and a proof of address).
This is quite an unusual request, but if you agree, please forward the information to my e-mail address andrej.p@casino.guru, or you can post it here (the post will be marked as ‘Private’).
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3 years ago
Translation
Hi Andrej,
I sent you the data by email.
Kind regards . Peter-C
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3 years ago
Thank you, Peter-C, for your cooperation. I'm forwarding the provided information to the casino representative. I'll keep you informed about any news regarding the issue.
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3 years ago
Dear Peter-C,
Unfortunately, we have not yet received any new information from the casino.
We would like to ask Maximal Wins Casino team to reply in this complaint thread or provide the relevant proofs. 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
The player played against the bonus terms and condition, therefore his cashout on hold and will not be processed. The casino decision is final in that matter and we cannot disclose any additional information to prevent any other
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3 years ago
Translation
Hello Andrej,
I can hardly find words for such mendacity from MaximalWin.
And with such a reason they come after more than 3 months.
It's funny that they haven't told me directly.
In a court of law, MaximalWin would be under burden of proof with this accusation.
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3 years ago
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Hello Andrej,
now MaximalWin has blocked my access at the same time. What heroes !!!!!
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3 years ago
Dear Maximal Wins Casino,
Please provide additional details and relevant evidence to prove your claims. You can forward the relevant information to my e-mail address andrej.p@casino.guru.
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3 years ago
We would like to ask Maximal Wins Casino to provide the requested information. 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
Dear Peter-C,
We were informed by the casino representative that the casino needs more time to gather the relevant evidence, therefore, as per the casino’s request, we are extending the timer by 7 days.
If the requested information is not provided within the set time frame, this complaint will be closed as ‘unresolved’.
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3 years ago
Translation
Hi Andrej,
The burden of proof must be huge. 🙈🙈
Not that I still get visitors. (with handcuffs and such 👮♂️)
🤦♂️🤦♂️🤦♂️
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3 years ago
Dear Peter-C,
Please be informed that the casino failed to provide the relevant evidence or provide a more detailed explanation. Unfortunately, this means we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I can't be of more help, 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 will never come across a problem like this again.
The casino can reopen this complaint anytime.
