The player from Germany tried to withdraw her winnings. However, the request was canceled and part of her balance was deducted. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Maximal Wins Casino - Player's withdrawal was canceled.
Black points: 124
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
Had 500€ to be paid out, waited 21 days.
looked at maximum in transactions today, it said 500€ accepted.
now an email came from you that the payout is not accepted and it went back to my account.
Only it wasn't 500€ where there are now in my account, but only 200€. Have deducted 300 €.
Automatic translation:
Public
Public
2 years ago
Dear Elke,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Verification has been confirmed. Bonus was none and a payout was not previously made.
Only one came to my emails regarding the payment.
Automatic translation:
Public
Public
2 years ago
Dear Elke,
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.
