The player from Germany has requested a withdrawal three weeks ago. It has been pending since. Their account was also then closed for the reason of bonus abuse. The complaint was closed as 'unresolved' as the casino failed to respond.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Black points: 180
Amount: €2,000
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
Translation
Hello dear Caisno Guru team,
I have been waiting for my withdrawal for over 3 weeks (Sep 24, 2021), I am already verified and this is my second withdrawal. Unfortunately, not even the payout has been processed to this day. The support cannot give me any information about when I will receive my payment.
I hope you can help me
Thanks very much
Automatic translation:
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3 years ago
Dear JMS21,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
From your previous complaint, https://casino.guru/maximal-wins-casino-player-s-withdrawal-has-been-delayed-1 we learned already that withdrawals in this casino take a bit longer than they should.
Could you please advise if your winnings have been accumulated with or without an active bonus and which payment method you have opted for?
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello dear Casinoguru team,
I played with an active bonus, followed all the rules as always and requested a withdrawal via Bitcoin and deposited via Paysafecard. Since I have seen more and more open complaints on your side, as well as a downgrade of the reputation of Maximal Wins, I was worried about my payout, although I really like to play there and pay more.
Thank you very much for your effort
Warm greetings
JMS21
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3 years ago
Thank you very much, JMS21, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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 JMS21,
I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Maximal Wins Casino to the conversation to participate in the resolution of this complaint.
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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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Maximal Wins, can you please shed some light on the reason for the delayed payment?
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3 years ago
Translation
Hello, everyone,
Live support promised me to process my payout quickly today.
But I don't think so until the money is on my wallet, because you're constantly being put off. The unresolved complaints are currently increasing, so I no longer expect the payout, but maybe I'll be lucky. You can extend the timer by another 7 days, even if the casino does not respond
Kind regards & Thank you for your effort
Automatic translation:
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3 years ago
Hello JMS21,
Thank you for the update. I will extend the timer for another seven days as you have requested, please do let us know if you receive your payment.
If there is still no progress after that time, the complaint will become ‘unresolved.'
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3 years ago
Mein Account wurde heute oder gestern ohne Begründung deaktiviert.
Antwort des Support:
I can see that your account has been closed on the 8th of November by the choice of our management and you will therefore not be receiving the withdrawal in question.
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3 years ago
Maximal Wins Casino,
Please could you provide an explanation as to why the player's account has been blocked?
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3 years ago
Translation
I was accused of alleged bonus abuse, with no further details.
Automatic translation:
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3 years ago
Maximal Wins,
Could you please elaborate on the nature of the bonus abuse the player has been accused of?
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3 years ago
Dear JMS21,
I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without their cooperation.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.
I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.
I wish I could be of more help.
Best regards,
Adam
