The player from Germany has requested withdrawal a month ago. Unfortunately, it has not been received yet. 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: 142
Amount: €1,500
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
Public
Public
2 years ago
Translation
Made a deposit at Maximal Wins Casino with a bonus and met the wagering requirements.
Didn't play higher than allowed stake and ended up winning €1500.
Have on 02.03. requested a payout and I've been told for weeks that your payout has the status "pending". According to my calculation, the 21-day processing time will end tomorrow. How should I behave?
Automatic translation:
Public
Public
2 years ago
Dear Ivonne,
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 almost a month is unusually long time.
However, I hope that you will receive your winnings eventually. Thank you in advance for your reply.
Best regards,
Petronela
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Additional comments from the player:
"Thanks for the answer.
I don't know where the problem lies.
I was always told in chat or email the process can take 7-21 days and the verification process would take some time.
But today it's 21 days and still no decision."
"I tried asking again in the chat and I sent the answer in the attachment.
Thanks
R********** Ivonne"
Automatic translation:
Public
Public
2 years ago
Dear Ivonne,
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 in 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. 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.
