The player from Germany has been waiting for a withdrawal since October. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Black points: 189
Amount: €2,204
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
2 years ago
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2 years ago
Translation
I have been waiting for my withdrawal request to be processed in the amount of € 2204 since October 20th, 2001 and am always being put off by customer support
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2 years ago
Dear ralleralleralle,
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 passed the KYC verification?
What is the status of your withdrawal, please – is it pending or processed?
Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can 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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2 years ago
Translation
Hello Kristina
First of all, thank you for accepting my problem
To 1.) It is my first payout at MaximalWins
To 2.) My account is verified
To 3.) According to Maximalwins, the withdrawal request is being processed
Kind regards
Ralf
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2 years ago
Thank you very much ralleralleralle for your reply and email. I will now transfer your complaint to my colleague Peter 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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2 years ago
Hi ralleralleralle,
I have looked at 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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2 years ago
Translation
For two days I have been sending around 4 emails asking for a payout for maximum wins and I don't get any more answers from them
Sincerely, Ralleralleralle
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2 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.
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2 years ago
Translation
I am noticing that there will be no answer from MaximalWins. Sad but true
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2 years ago
Hi ralleralleralle,
I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. 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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
