The player from Germany has requested withdrawal a month ago. It has been pending since. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Black points: 259
Amount: €1,300
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
Public
Public
2 years ago
Translation
I applied for payment on December 31, 2021... Like last time, more than 1 month has passed. And in the chat you are put off with the same phrases as last year with my last payout in this casino..
Example of a chat session....
Tobias
What about my payout 🙏
jane
Hello, welcome to our live chat.
Please let me check your account.
Tobias
The 21 working days are over
jane
As I can see, there hasn't been an update yet, the status is pending. Your payout will also be verified. I'll send a reminder about funding just in case. Don't worry, every process has its end.
Tobias
Why is this taking so long
What else is there to check I didn't use a bonus nothing..
And it's been 1 month now
jane
Colleagues in our finance team are currently dealing with a large number of inquiries, so delays may occur.
Tobias
Is that how you justify it?!
The last payout also took 5 or 6 weeks, that was last year and now I get the same silly statements as a year ago.....
jane
Unfortunately there is nothing I can do to speed up the process as live chat operators have no control over the process.
We can only send a reminder to the finance department.
Tobias
So I'm wondering what's going on there, that's your business, of course you have a lot of inquiries because a lot of people are paying in....
But then I ask her personally!? Something like that can't be that I put off my customers with such phrases every time....
Whoever takes must also give....
But OK. Have a good time
jane
Have a great day!
8:57:38 AM
Automatic translation:
Public
Public
2 years ago
Dear rookitobias,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been fully verified already? Is the delay an internal casino system issue, or it’s related to your account only? Do I understand it correctly that payment is still pending inside your account without being processed?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.
Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible.
Lastly, could you please confirm that the withdrawal from your last submitted complaint has been received?
Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
My account is fully verified. And that's in this casino hallway and admit that you have to wait at least 4 weeks for a payout, and it's not just me here this time, like last time, but other players also have this problem
Automatic translation:
Public
Public
2 years ago
Dear rookitobias,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Maximal Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate https://casino.guru/maximal-wins-casino-review#tab=js-tab-reputation. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Maximal Wins Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
