Mirax Casino - Player's withdrawal is limited and funds are confiscated.

Hi,

i deposited using their so called Welcome Package and got bonus and spins. Meet all the wagering requirement and tried to withdraw and only to be told that maximum withdraw is $200. Why would i deposit $190 to win $200? Also, the deposit code is provided automatically on website from welcome package. They have stopped responding. Even their standard terms stated that atleast i would be able to withdraw 10x of my initial deposit. And all other welcome package on website suggest wothdrawal limit of $2000 but they only allowed me to withdraw $200 and voided $2300.

Dear acis39p,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mirax Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is this the bonus you accepted and played with?

• Did the casino justify it's decision to cap your winnings citing any rules?
• Could you please share your interaction with casino support regarding the issue? My email is tomas@casino.guru

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

Best regards,

Tomas

Dear acis39p,

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.

Hi,

Thank you for looking into this. Yes, i deposited by clicking 1st deposit Welcome package as advertised in their website and deposited in XRP that was converted around AUD$190. Somehow, they are claiming i got some other deposit bonus(which is not possible from my side as i clicked on 1st deposit welcome package and 2nd and so forth deposit bonus were still active). I will send you the interaction to your email ASAP.

Regards,

Ashish

Thanks for your message.

Is your casino account available to you? Are you able to take a screenshot of your bonus history or provide other proof for us to determine which bonus you accepted?

Thanks in advance for your reply.

Dear Casino Guru team and Mr. Ashish,

Thank you for informing us about this situation. We always strive to ensure that our users’ experience is both fair and enjoyable.

Our team have recently reached out to Mr. Ashish personally and provided a detailed explanation regarding the situation. The amount of funds that was mistakenly subtracted has been fully returned, and the player has withdrawn his winnings.

For additional assurance, kindly ask Mr. Ashish to confirm the accuracy of the information we have provided.

Moving forward, we will make every effort to prevent similar situations or any inaccuracies in the process of player sessions. We hope that our response contributes to the successful resolution of this complaint.

Should you have any further questions or require additional clarification, don’t hesitate to contact us via support@miraxcasino.com. We wish you a pleasant day and the best of luck!

___________

Best wishes,

Mirax Casino Team

Thank you for your reply. Mirax casino has fixed issue after complaint to Casino Guru and they have honoured welcome package deposit as advertised and i have been credited with $1709 and able to withdraw the cash. Thank you

Dear acis39p,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru