The player from Germany hasn’t received his withdrawal. He has been waiting since September. The complaint was closed as 'unresolved' as the casino failed to respond.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Black points: 250
Amount: €3,300
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
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Dear Julian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have made successful withdrawals before? Could you please confirm that you have passed the KYC verification?
What is the status of your withdrawal request, please? Is the transaction marked as pending or processed in your account?
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
I sent you emails and chat histories. My account is verified. Furthermore, maximalwin never asked for anything. And I've followed up often enough. I also know that it is not the largest casino and that they would pay out later would be ok for me. But this has to be done after 21 working days at the latest.
Automatic translation:
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2 years ago
Thank you very much Julian 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 Julian,
I have reviewed your case and understand the situation. I will attempt to contact the casino and see if I can help.
We invite Maximal Wins Casino to join the conversation and participate in the resolution of this complaint.
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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 10 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
Dear Julian,
I tried to contact 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 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 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
