Mirax Casino - Player’s withdrawal is delayed.

I have 2200 in eth stuck in this website. I need to get it out to pay rent, they say the withdrawl is under review but i dont hear back about my situation. Very sad day it seems.

Dear bretts710,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you submitted your withdrawal request?

Have you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals before?

Could you kindly advise if you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

UPDATE: Casino claims

THEY STOLE 1255 from my balance. I rightfully wagered through the bonus requirements PUT MY OWN MONEY up to start gambling and won some more but have told me im "only allowed to win 10x" Provided that I didn't dip into then NONE of my winnings resulted from the bonus, ergo, x10 doesn't apply.

I need help to get my coin back as this is an outright scam

They have withdrawn accepted and processed a withdrawl of 995 but have stolen the remaining funds due to the claim they made in the above chat screenshot. They are really stealing

I would like to emphasize that according to our Fair Gambling Codex, we consider the imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

Could you please clarify when exactly the casino capped your winnings? Was it immediately after you finished wagering, or did you continue playing after completing the wagering requirements for your bonus without your winnings being capped? Were your winnings capped only when you attempted to request a withdrawal?

Dear bretts710,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.