Maximal Wins Casino - Withdrawal of player's winnings has been delayed.

I made a 20.87eur deposit with a bonus code. I wagered the bonus and according to the casino's terms, I could make only a x10 withdrawal. I requested 200.29 eur on 1st September 2022 at 10:23am. 48 processing hours, after that 21 working days - this is the maximum time they pointed to me. It has passed already, and online support responds to me:

"As I can see, there was no update yet, the status is still pending. I'll send a reminder about funding just in case. Don't worry, every procedure has its end.

Thank you for contacting our support team.

If that would be all, I wish you a lovely day!"

Please look into my case, I'm really concerned about receiving my winnings.

Maciej

Dear korno,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear korno,

Have you received your withdrawal from the casino yet?

I still haven't received my withdrawal. I requested the withdrawal on the 1st of September 2022, so I'm waiting over 6 weeks now. I chat with them every few days, but all I hear from them is that "my withdrawal's status is Accepted", that another reminder is being sent to the finance department, "You should receive the money in a few days", etc. But it's not happening...

My account is fully verified and according to the transactions history on their website, my withdrawal is already accepted.

Dear korno,

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.