The player from Germany has requested a withdrawal a month ago. Unfortunately, it has not been received yet. The complaint was closed as 'unresolved' as the casino failed to reply.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Black points: 93
Amount: €810
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
Ladies and gentlemen.
My payout went out on October 28th and my account was also verified. I asked several times in the chat. I was advised to be patient, which I did. But now the 7-21 days are up and nothing happens. There is no reaction to emails and the chat does not say any more details either.
Automatic translation:
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3 years ago
Dear Cfbounty,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.
However, 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
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3 years ago
Translation
Hello Patronela,
my payout is still waiting. However, I have not violated any guidelines and I do not receive any information about it. The support just tells me it will be processed soon and has been for a month.
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3 years ago
Thank you very much, Cfbounty, 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 Cfbounty,
I have reviewed your case and understand the situation. I will attempt to contact the casino and see if I can help.
We would like to invite Maximal Wins Casino to join the conversation and participate in the resolution of this complaint.
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3 years ago
Translation
Hello Adam,
many thanks for your help. Hopefully that will be cleared up. 😁
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3 years ago
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.
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3 years ago
Hello Cfbounty,
It is our usual procedure to attempt to contact the casino twice and give them 7 days to answer each time. Unfortunately, there is not much that can be achieved without their cooperation.
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3 years ago
Dear Cfbounty,
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 cooperation from them.
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
