The player's withdrawal is delayed for over a month. Casino didn't respond.
Maximal Wins Casino - The player's withdrawal is delayed.
Black points: 658
Amount: €4,700
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
3 years ago
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3 years ago
Translation
I've been waiting for my payout for over 1 month now, and I'm being put off again and again. In between, I was informed of a maximum waiting time of 21 working days, which unfortunately has already passed. I currently have a payment request of € 700 per Bitcoin pending, this is in process the whole time. I can't change anything about that myself, because I wanted to increase the amount to be paid out because I now have another € 4000 on the credit side. I definitely don't know what to do best now.
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3 years ago
Hello patboy,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Maximal Wins Casino. Please allow me to ask you a few more question before we would make any further steps as based on your description we can't even imagine what might be the issue.
Is your account verified in the casino? Did you ever make any withdrawal in the casino before? Did you use any deposit or no deposit bonus to earn your current winnings?
Also please send through all your communication with the casino or proof to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve the issue.
Regards,
Nick
Casino.guru
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3 years ago
Translation
Hello, my account is verified and I have already had my winnings paid out on this page. At the time, I was actually very pleased with how quickly and easily it worked. I took advantage of a deposit bonus, but took great care to adhere to the bonus rules. Unfortunately, I have not saved the chat history with the casino. I sent you my email history right away. I hope that I was able to answer your questions satisfactorily.
Lg Patboy
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3 years ago
Thank you patboy for providing additional information regarding the case. I'll now forward your complaint to my collegue Viliam who will be assisting you from now on.
Wish you best luck.
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3 years ago
Hello patboy,
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
We would like to ask the 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, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
Here I have a current update with my correspondence with the casino:
Maximal Wins wrote: Unfortunately we had to fight with technical problems, but thanks to our technical team we managed to get out of the way very quickly and to solve these problems.
So don't worry, we are all back!
As a small gift and compensation from us, we would like to credit your account with 20 FREE SPINS on "Starburst touch".
I wrote: Hello, if your technical problems have been resolved, then I don't understand why I haven't received my payout yet. I also asked to change my withdrawal request again because more money was added.
Maximal Wins wrote: According to our system, your withdrawal request is still pending. We will check with our finance department what is going on and let you know as soon as possible.
Unfortunately, we cannot add funds to your current withdrawal request. The only solution is to cancel the current withdrawal and then submit a new one.
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
