The player from Germany has requested a withdrawal almost three months ago. It has been pending since. We ended up closing the complaint as ‘unresolved’ because the casino stopped responding and the player still hasn't received his winnings.
Maximal Wins Casino - Player’s withdrawal has been delayed.
Black points: 206
Amount: €3,500
Maximal Wins Casino
Safety Index:Very lowSafety Index
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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
Delayed payment, status unknown
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello
how nice I have often played in the maximal wins casino and have played with a deposit bonus. After successful sales, I requested a payout of 3500 €. This was the case on June 1st, 2021. My payout is still being processed today! After several inquiries in the live chat, I got the same answers every time, namely that I had to wait because there are currently a high volume of inquiries being made to the finance department.
Also a standard answer is that there is a high volume of emails and that there are fewer employees available due to Corona.
The live chat often told me that the person had sent a reminder to the finance department and made my request urgently.
I already paid out there a few weeks beforehand and everything went smoothly. It took 3 weeks but finally the money arrived.
now it would be very annoying if I just didn't receive this payout and for absolutely no reason.
Maybe I can be helped here 🙂 best regards
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3 years ago
Dear Bastianbaum,
Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for nearly three months.
Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you? Could you please advise which payment method you have opted for?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three 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
Translation
Hello yes, that's right, my payment that I requested on 06/01/21 has not yet been processed. When asked in the live chat, I was repeatedly told I would have to wait because the finance department has a lot of work to do.
The normal payout time would have been 3 weeks.
I would like to send you screenshots of the payment and the status of the payment
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3 years ago
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The payment method I have chosen is bank transfer
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3 years ago
Thank you very much, Bastianbaum, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
PS: You can forward any supporting evidence and relevant communication to peter.m@casino.guru.
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3 years ago
Hi Bastianbaum,
I looked at your case and understand the situation. I will contact the casino and see if I can help. As mentioned above, you can send all supporting evidence to my email address. I would like to invite Maximal Wins Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
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Hello Peter that would be wonderful
I would like to send you all receipts, but the maximalwins page has not been available for days so I cannot log into my account 🙁
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3 years ago
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Hello Peter I was able to reach the casino after all and send some screenshots to you thanks for the help 🙂
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3 years ago
Hi Bastianbaum,
Thanks for the email. I completely understand your frustration. The casino can't blame COVID-19 for a 3-month delay in your withdrawal.
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3 years ago
Translation
Hi Peter
yes there is a different excuse every time it is Covid 19 times there are currently a lot of inquiries to the finance department open another time a high email is received. The answer at the end is always the same: I have to wait, the payment should be made soon ... I hope you can somehow help me. If there is anything else I can do, please let me know 🙂 thank you
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3 years ago
I see, well 3 months is way too long by any standard. At the moment, we need a statement from the casino so that we can make some progress.
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3 years ago
Hello, after investigating the case we notice there is an issue with the players withdrawal. We are looking into it and we will inform the player accordingly.
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3 years ago
Thank you Maximal Wins Casino for the reply, we are looking forward to hearing from you. I will set the timer to seven days.
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3 years ago
Dear Maximal Wins Casino,
Has there been any news regarding the player's withdrawal?
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3 years ago
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I only received an email that the problem was passed on to the finance department via email.
I have been told this in the live chat for weeks 🙁
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3 years ago
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Hello, my payout has now been canceled by the casino and the money has been transferred back to my casino account. I do not understand this step now. I asked in the live chat and he said he had sent an email to the finance department and I should pay out the money again. A payout there usually takes 3 weeks, but I'm not really ready to wait another 3 weeks! I have requested the payout again and am hoping for a quicker solution
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3 years ago
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Hello maximalwins casino, thanks for the answer I was surprised that the money was first booked back and then I had to pay out again then I hope that the money will arrive in my account soon. And that is the end of it
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3 years ago
Hi all,
Thank you for your replies. I hope Bastian's withdrawal has a priority since he's been waiting for it for 3,5 months. That is way longer than any standard withdrawal time.
Dear Bastian,
I hope you will get back to me soon with good news.
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3 years ago
Translation
Hello, everyone
today my payment was changed from "accepted" to "in progress".
Under the payout you can see the cancellation by the casino.
Not like the employee here said before that the money was paid out and not canceled. Again, I absolutely do not understand this step why the payment is only accepted but not paid out and is set to "in process" again after just under a week.
I also don't get any replies to emails to the support department.
I hope that I can get an answer here and I hope that the payment will finally be made soon!
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3 years ago
Hi Bastian,
To be honest, I don't understand that either.
Dear Maximal Wins Casino team,
Could you please throw some light on the matter?
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3 years ago
We would like to ask Maximal Wins Casino to reply to this complaint. We are extending the timer by 7 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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3 years ago
Translation
After a long wait, I got an email saying that the payment should be processed soon. The same thing every week in the live chat.
I just hope that the time will come soon and that the payment will reach me.
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3 years ago
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Hello Peter at the moment unfortunately not only the info by email that I should be patient and the payment should be processed soon (but only after several questions from myself).
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3 years ago
Thank you Bastian for your email, I will set the timer to 14 days and we'll see if you get paid by then.
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3 years ago
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Hi Peter
no, unfortunately not, the payout is still being processed and I don't get any replies to my emails 🙁
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3 years ago
Hi Bastian,
Unfortunately, it seems that the casino stopped responding entirely. The problem is that the casino has no valid license and doesn't refer to any ADR service, so there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. All you can do now is wait and see what happens. 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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
