The player from Germany has been waiting for a withdrawal for 6 weeks. The casino then stated that the player was in breach of the terms and conditions. The complaint was closed as 'unresolved' as the casino failed to respond.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Black points: 101
Amount: €900
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
Hello
I've been waiting here for 6 weeks for my payment to be processed! And here, too, I'm just being put off in the chat and put off ... you don't even react to emails as soon as I address the subject!
that's the same crap as in my other complaint about 24casino1 .... here it's only 6 weeks but I'm confident that the status has not changed after 10 weeks, just like in the other casinos where I wait 2.5 months ... because everyone works under the same group and this fraud is deducted from several! Unfortunately, I informed myself too late about these casinos and now I'm chasing after my money!
lg Daniel
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2 years ago
Dear sturm9883,
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?
If there is any relevant communication between you and the casino, please, forward it 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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2 years ago
Translation
Hello Kristina .... Yes, the kyc certification was successful ... Before I would not have been able to make the payout ... In addition, I voluntarily sent them all the necessary documents, I don't know whether they were accepted ... There They always replied that my account is verified by the kyc process, they supposedly don't need it .... But experience shows that they still need it, otherwise my payment will be canceled due to missing documents ... And the processing is already there I sent everything to them straight away for 1 month! Otherwise I would have no email communication with them ... Since they never answer me anyway or only get a copy paste answer ... see the day before yesterday I wrote an email ... Of course there was no answer ... Otherwise I only have in the chat Written with them ... And there you only hear that I should be patient ... And when you speak to the truth that I don't get my money and you just lie to me and hold out ... The chat is simply ended
Oh and no that was my first payout and definitely my last!
Lg Daniel
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2 years ago
Thank you very much sturm9883 for your reply. I will now transfer your complaint to my colleague Adam 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
Hello sturm9883,
I have reviewed your case and will now attempt to contact the casino to see if I can help.
I would like to invite representatives of Maximal Wins Casino to join the conversation and participate in the resolution of this complaint.
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2 years ago
Hello sturm9883,
Thank you for sending me your latest communication with the casino via email.
The casino has now said that your withdrawal has been delayed due to a breach of the Terms and conditions, is that correct?
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2 years ago
Translation
Not quite .... The delay has nothing to do with it ... I only heard about it now ... Apparently only noticed after 7 weeks ... Before that, the chat was always exactly the same as at 24casino yes also the same people) ... Now suddenly they come around the corner with something like that .... In my opinion they just want to buy time .... because I have never been contacted by email from the finance department ... .
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2 years ago
Hello sturm9883,
The term the casino is saying you have breached is the following:
"If a player's accumulated life time deposit is not greater than 200 €/£/$, then the player will be allowed to withdraw only up to x10 his last deposit up to maximum of 500 €/£/$. (Any excess amount will be forfeit)"
We consider this rule to be unfair and believe that you should be paid your winnings in full.
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2 years ago
Translation
I do not consider this rule to be unfair, but rather a fraud ... If, for example, you deposit 50 on the first deposit and immediately win 2000 or 3000 thousand ... Can't you just let the rest forfeit ...
OK, I've only deposited a total of 175 so far and I was very lucky that I won the last one ... but should I deposit over 200 first so that I can withdraw my winnings? What do they think ...
I have never heard of such a rule and I have already played in many online casinos ...
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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
OK then I already know what is going to happen ... They don't answer anyway .... And I never see my money with either of them .... 🤬🤬🤬
Well it was worth a try ... Although I knew from the start that they wouldn't react .... They don't care about the assessment as long as they are not closed, they just keep cheating ... If they are closed, they just open a new one carry on their deception .... 🤬🤬🤬
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2 years ago
Dear sturm9883,
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 achieved 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
