The player from Germany has requested a withdrawal almost two months ago. It has been received.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Amount: €3,000
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
On the 5th of july a payment is requested constantly, the customer service is only put off and there is no trace of the payment being processed.
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3 years ago
Dear Alfyvonne3107,
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 two months is unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Thank you very much, Alfyvonne3107, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Thank you, that's nice and of course it would be great if it works and I finally get my winnings
Lg Yvonne
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3 years ago
Hello Alfyvonne3107,
I looked at your complaint and will do my best to help you. I would like to invite Maximal Wins Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
The client's deposits were flagged as fraud by our banking security system. It is now cleared and payment was approved.
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3 years ago
Dear Alfyvonne3107,
let me know when you'll receive your winnings, please.
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3 years ago
Translation
Ok I will let you know when the money will go into my account. How long does something like this take on average? So that I pay attention
Lg Yvonne
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3 years ago
Dear Alfyvonne3107,
it depends on many factors like payment provider, finance team, etc.
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3 years ago
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At least that's what it says when I click on transfer 
but let's see when it arrives for me.
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3 years ago
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There is still no money in my account. And the payout should have happened 5 days ago.
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3 years ago
Dear Alfyvonne3107,
Casino stated that payment was approved 5 days ago, it doesn't mean that it was released. Please, wait at least one week and if you'll not receive your payment we'll investigate further.
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3 years ago
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Today is the first week and so far I have not received any money.
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3 years ago
Hello,
As we can see this withdrawal should be sorted soon.
Have a nice day.
Kind regards,
Alex
Customer Support Team
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3 years ago
Translation
This means? And what do you mean to wait 2 months soon?
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3 years ago
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What should I answer, please? I already mentioned that no money has been received.
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3 years ago
Dear Alfyvonne3107,
please, see my last response and wait at least week.
Thank you for understanding.
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3 years ago
Translation
Unfortunately, there is still no money in my account
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3 years ago
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I have just received the money on the account
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3 years ago
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Thanks for everything you guys are really great. It's good that you exist. Keep it up
Lg Yvonne
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3 years ago
Dear Alfyvonne3107,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
