Maximum Casino - Player’s winnings haven’t been granted.

A new casinò on line Maximum casinò, doesn't want to pay my won. They said I'm Italian citizens they doesn't accept player from Italy, but I libe In UK. I have sent them all my documents and proof of address as well. I think this is a scam casino. I want everyone has to know and no one has to risk his money in this russian scam casino. Thanks

It's not Vulcan maximum casino, but I can't find mine.

Dear Superbotta,

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. Could you please advise if you have submitted United Kingdom as your country of residence when completing the registration form?

Additionally, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.  

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

I opened my account from UK. I used normal connection normal browser. They said me they don't accept Italian citizens wherever they play from. This is their terms and conditions: (The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, Spain, Ukraine, France, Netherlands and Italy. This list can be updated by the Company without prior notice any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions.)

I thought it was meant people player from Italy and not Italian citizens in general... I think with this terms and conditions they're right but I think it's a strange writing.

Anyway I now I won't have any refund but I would like to let people know that they are not a safe and friendly casino online. They will always find a way to don't pay no one when they write in terms and conditions that they can change the rules without say nothing.

Could you please advise which country is your permanent residency in? 

I actually live in London. Uk. I've sent them all documents they needed. Proof of address as well.

And the strange thing they still didn't close my account and the 500€ whitdraw was delete but they leaved on my account 10€. They still sending me bonus and free spins actually and still sending promotion emails. They are very ridiculous and I'm sure a scam casino, but this is only my personal opinion

Dear Superbotta,

Is there any relevant communication that could be forwarded to petronela.k@casino.guru?

Thank you very much in advance.

They didn't send any email. You can only chat and speak at phone with this fake manager, sorry, personal manager that is always care about you. He called me every Friday night to ask if I was happy with them and he knew I was Italian. I didn't register the called anyway.

Thank you very much, Superbotta, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Superbotta.

I completely agree that the rule is very strange because the player country of residence matters not the nationality. It depends too what information you used for registration. 

Could you please provide me information on how did you fill the profile info in your account?

I can see that Italy is there too.

I used by country of residence. Uk. There's also Italy in their choice because they stole money no racism. Trey are a scam no racism casino. That's good

I want to invite the casino representatives into the discussion.

I understand that something is written in Terms and Condition, but the casino should not create the illusion that the players from restricted countries can play.

Exactly. Maximum casino has to decide which nation stole money. I'm agree. I looking forward the response. I'm curious...

The ridicolus fact is that they still sending me emails with bonus and free money to let me play. This is very ridicolus. Maybe it's a robot scam casino. Maybe there's not human behind this casino. Maybe it's a computer scam ahahaha. Very ridiculous that they can stole money without be controlled

We would like to ask the Maximum 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

We can only hope that the casino reopen this case later and fix the problem. Meanwhile, your complaint will be published and reputation of this casino decreased.