The player requested a withdrawal months ago, but it has not been processed. 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: 65
Amount: €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
Good evening,
I've been waiting 4.5 months for my payout - the first attempt (mid-December 2021) was booked back to my player account after 3 months of processing by the casino - I didn't receive any information from online support or by email - the second attempt is still working ago in progress - now 1.5 months ...
Automatic translation:
Public
Public
2 years ago
Hello Andreas,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise if you have passed the verification? Have you accumulated your funds with or without an active bonus, please?
Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello Kristina,
thank you very much for your support...
I played with a deposit bonus and won - however, the bonus was not touched - but the prescribed WAGER was played and wagered in full - no payout would have been possible before that either...
I then paid out for the first time on December 19th, 2021 - I often asked about the status by email or in live chat - but I was put off with different statements or put off - on March 8th, 2022 the payment by the casino was canceled without any reason my player account booked back - later in the chat I found out that there had been a technical error here... Then on 08.03. paid again - since then status is still pending - live chat excuses are the same...
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Andrew
Automatic translation:
Public
Public
2 years ago
Dear Andreas,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, 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, we have no other choice since 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 to resolve 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.
