Mirax Casino - Player's withdrawal keeps getting rejected.

Hello , id like to report a "scam"

1. I used a no deposit for mirax (20 free spins) with a 40x wager (not sure i think it was 60) , and max win of 0.0007 btc
2. I won around 30$ and had to wager 0.044 Btc, i did that with around 200$ left but after i finished my wagering i got down to 0.00072 btc
3. I deposited some btc (0.0003ish) and started to gamble
4. At some point i made a withdrawal of 0.01 btc (got rejected)
5. I got asked to do my KYC (ID and Selfie i did ) got said that everything should be fine now.
6. Withdrawal got rejected again , i contacted support they asked me for more information , ( i couldnt provide with a bank statement as im not part of a bank , nothing is in my name so i dont have comunal payments under my name (i did provide with ulitiy that have my lastname on it and my adress) so i also did that a selfie with the mirax casino anme writen
7. Withdrawl still Pending at this point , jsut to come back tommorow to be reduced to 0.0007 btc, so i spoke with support and they gave me a TOS of no deposit that im only allowed to win that amount.

So my Complain is taht is this a thing? like i did my gambling after i wagered the no deposit , after i did my deposit as my game history should say so, (as mirax only has last 50 games and i didnt know this oulw happen so i didnt take any screenshots or snything similar.)

Withdrawal Amount is 0.02 Btc as im gonna just enter 1 as the sistem wont allow it haha

Im just salty tbh , as i did waste my time there + my deposit + the hassle of docs that they require like im buying a house or something.

Dear agusholli123,

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. 

• Do I understand correctly the deposit (0,3 mBTC) was a prerequisite for you to be able to withdraw your winnings from the no-deposit free spins?
• Do I understand correctly, that after you completed the wagering of the bonus you continued to play and reached approximately the threshold for the maximum win from the bonus?
• If there is any relevant communication between you and the casino where the casino justifies its decision, kindly forward it to my email at 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

Hello ,

Do I understand correctly the deposit (0,3 mBTC) was a prerequisite for you to be able to withdraw your winnings from the no-deposit free spins? > Yes , 0.3Mbtc was deposited after i wagered (i did not do a withdrawal at that point).

Do I understand correctly, that after you completed the wagering of the bonus you continued to play and reached approximately the threshold for the maximum win from the bonus? > I got the no deposit , i wagered the req they had (i had around 200$ prior to finishing the wager i did that , and got credited 0.0007 btc (if not mistaken) , at this point the bonus is wagered , and i have a deposit into my account. I did play after i deposited , i also played after they rejected my firts withdrawal (i made more moeny i guess haha).

f there is any relevant communication between you and the casino where the casino justifies its decision, kindly forward it to my email at tomas@casino.guru

I dont have teh logs however they did point out a casino clause? that the max amount you can win from no deposit is 0.0007btc (and that is correct) however i did gamble and deposit my own money after that.

Thank you very much, agusholli123, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello agusholli123,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Mirax Casino to join the conversation.

Dear Mirax Casino,

Can you please provide more information on why the player's withdrawal request is being repeatedly rejected?

Dear agusholli123,

Thank you for sharing your thoughts with us. We would like to address your inquiries regarding the verification, winnings, and withdrawing process on our platform.

First of all, let us inform all the parties that the initial withdrawals were canceled due to the requirement for document upload. While we understand that providing documentation can be a bit cumbersome, it is a standard procedure implemented to ensure the safety of our players and protect against fraud and money laundering. To our deepst regret, some of the documents provided by the player did not match the criteria of our Casino. Our team was unable to approve them in a quick manner which caused canselations and additional delays.

Secondly, it's crucial to emphasize that the adjustment was made solely in accordance with the terms and conditions of the no deposit bonus. The maximum winnings (after completing wager requirements) that will be paid out resulting from No Deposit Free Spins will be 0.00072 BTC. Any winnings exceeding this amount will be forfeited. You can review this information at the following link: https://www.miraxcasino.com/bonus-terms-and-conditions.

In alignment with this rule, our system automatically corrected your balance after completing the wager requirements, ensuring adherence to the specified limit. While we acknowledge that this adjustment may be disappointing, it's vital for the integrity of our promotions and to guarantee a fair experience for all users.

Next thing is that in order to successfully withdraw winninngs gained by a no deposit offers the players need to activate their payment method. As it is clearly stated in our Bonus Terms: "For Registration bonuses, extra spins, free spins and free bonuses which require NO deposit, note that no winnings at all may be withdrawn/transferred until you have transferred at least 0.00036 BTC into your Player Account.". You may get acquainted with this rule using the fillowing link: https://prnt.sc/VEm4sj6uHoMc

Our Casino does not hide any Terms and we believe that is player's responsibility as well to read and accept the rules. Unfortunately, the deposit made by the player was not enough to fulfill the requirement.

Furthermore, we want to highlight the fact that after adjusting the funds player's balance retained both the winnings and the initial deposit. While we were auditing bets of Mr. "agusholli123" it has come to our attention that deposited money were used for gaming activity before the player created his first withdrawal. All of the following winning bets were made solely by playing with the bonus funds. As was mentioned before, the Bonus has it's own conditions, therefore the exceeding amount was forfeited. From the Casino's side, everything was proceeded in strict accordance with the rules stated on our site.

Should you have any additional questions or concerns, please don't hesitate to contact our customer support team via the email support@miraxcasino.com. We appreciate your understanding and thank you for your continued participation in our gaming community.

Best regards,

Mirax Casino team

First of all, let us inform all the parties that the initial withdrawals were canceled due to the requirement for document upload. While we understand that providing documentation can be a bit cumbersome, it is a standard procedure implemented to ensure the safety of our players and protect against fraud and money laundering. To our deepst regret, some of the documents provided by the player did not match the criteria of our Casino. Our team was unable to approve them in a quick manner which caused canselations and additional delays.

Fair enough , as i said i do not have anything in my name and i can see that would be a problem however i was working with the document team when i got the funds reducded.

In alignment with this rule, our system automatically corrected your balance after completing the wager requirements, ensuring adherence to the specified limit. While we acknowledge that this adjustment may be disappointing, it's vital for the integrity of our promotions and to guarantee a fair experience for all users.

Yes it do that.

Furthermore, we want to highlight the fact that after adjusting the funds player's balance retained both the winnings and the initial deposit. While we were auditing bets of Mr. "agusholli123" it has come to our attention that deposited money were used for gaming activity before the player created his first withdrawal. All of the following winning bets were made solely by playing with the bonus funds. As was mentioned before, the Bonus has it's own conditions, therefore the exceeding amount was forfeited. From the Casino's side, everything was proceeded in strict accordance with the rules stated on our site.

Bets were made with no deposit funds after they were wagered and after the system reduced me to the 0.0007btc.

Also when i spoke with the support team they stated that i should have withdrawn the money then deposited again to be able to "play them again i suppose for whateevr reason" hoowever it doesnt make sense as if you include the min deposit you are stating to be able to withdrawal from a no deposit (0.00035btc (deposited) + 0.0007btc (won from no deposit) = 0.00105 btc right? however your min withdrawal on btc is 0.002.

Next thing is that in order to successfully withdraw winninngs gained by a no deposit offers the players need to activate their payment method. As it is clearly stated in our Bonus Terms: "For Registration bonuses, extra spins, free spins and free bonuses which require NO deposit, note that no winnings at all may be withdrawn/transferred until you have transferred at least 0.00036 BTC into your Player Account.". You may get acquainted with this rule using the fillowing link: https://prnt.sc/VEm4sj6uHoMc -

I spoke with the team and it said everything is alright and only needed documents , i also did a smaller deposit 0.00027

12 Nov 2023, 00:10

DepositCryptoprocessing

Accepted

271.27 μBTC

Also when you took away my funds you also took my deposit away with it.

I just dont get how this is legit ? you are making people withdrawal your no deposit (as it seems you cant make any bets without withdrawal firts as any winnings will get voided). However you limit them on the withdrawal minimum.

Also the amount disputed is 0.02 btc not 0.01 btc.

Dear agusholli123,

Thank you for providing us with your feedback.

Our team would like to reiterate that when analyzing a player's bets, the deposited funds were used for gaming activities before the player's first withdrawal. Our team did not debit the player's transaction - he played it himself and, to our regret, eventually lost it. This means that all subsequent winning bets were made exclusively with bonus funds. It is also important to note that real funds are spent first when playing with the bonus.

You can check this information at the following link: https://www.miraxcasino.com/bonus-terms-and-conditions or on screenshot: https://prnt.sc/mC70aDjF02Xv

It is worth mentioning that our system is set up in such a way that the amount higher than the specified one in the Bonus Terms will be forfeited. The maximum payout for winnings (after fulfilling wager requirements) generated from no deposit free spins is set at 0.00072 BTC. Therefore, all the winnigs gained by using bonus funds are going to be limited by this exact rule, unfortunately. Detailed information on this matter can be found using the following link: https://www.miraxcasino.com/bonus-terms-and-conditions or here:https://prnt.sc/4Oggw1Y_52w7

We understand that this case may have upset or disappointed you, however we have to follow the rules of our casino as well.

If you have further questions or concerns, feel free to reach out to our customer support team at support@miraxcasino.com.

Sincerely hope for your understanding.

Thank you for clarifying the situation, Mirax Casino team.

Dear agusholli123,

Please correct me if I'm wrong, but do I understand correctly that you have deposited 0.00027 btc instead of 0.00036 btc, which was the required minimum deposit to withdraw or transfer the winnings from the no-deposit bonus? Another thing the casino team mentioned is that it is important to note that real funds are spent first when playing with the bonus. This means that you lost your real money funds before the actual wagering of the bonus was fulfilled, and thus, when playing with bonus funds, the maximum payout for winnings (after fulfilling wager requirements) generated from no deposit free spins was correctly applied at 0.00072 btc. Could you kindly confirm the source or basis for the disputed amount of 0.02 BTC?

Dear agusholli123,

Please correct me if I'm wrong, but do I understand correctly that you have deposited 0.00027 btc instead of 0.00036 btc, which was the required minimum deposit to withdraw or transfer the winnings from the no-deposit bonus? Another thing the casino team mentioned is that it is important to note that real funds are spent first when playing with the bonus. This means that you lost your real money funds before the actual wagering of the bonus was fulfilled, and thus, when playing with bonus funds, the maximum payout for winnings (after fulfilling wager requirements) generated from no deposit free spins was correctly applied at 0.00072 btc. Could you kindly confirm the source or basis for the disputed amount of 0.02 BTC?

No , i had a no deposit , i had to wager 40x (if not mistaken) , i did do that and got credited 0.0007 later on i did a deposit worth of 0.0002. I Might have gambled before i did my deposit however i was done with my wagering requirment. Yes it was reduced to 0.00072. I did do a deposit of 0.00027btc (as i wasnt aware of their tos i just had some on my wallet. however i wasnt informed by the support team that would be a problem nor did they ever mention.

Their thing is that i should have done a withdrawal before i started to play with the nodeposit "wagered" bonus. as the max you can win is 0.0007 however they make it impossible as you need to deposit around 3x to be able to withdrawal due to their min withdrawal , and i jsut dont get it how someone is able to withdrawal the no deposit? as im sure when you deposit there will be a other clause.

Last two are my withdrawals they are just made into 10 as i gambled again and won so i withdrew 10 more.

Dear agusholli123,

So if I understand correctly you have not fulfilled this requirement of the no-deposit bonus T&Cs, right?

3. For Registration bonuses, extra spins, free spins and free bonuses which require NO deposit, note that no winnings at all may be withdrawn/transferred until you have transferred at least 0.00036 BTC / €10 / $10 / A$20 / C$20 / 120 NOK / 1560 JPY / NZ$20 / 45 PLN / 0.0059 ETH / 0.041 BCH / 0.11 LTC / 167.61 DOG / 23.43 XRP / 10 USDT / 138.27 TRX / 38.28 ADA / 0.046 BNB into your Player Account.

The casino support team could have informed you about this requirement, but if you have not asked about it it is expected that every player is aware of this. Players should read and understand the bonus terms and conditions before they claim any bonus. This requirement is clearly stated there, so the casino team had no reason to specifically point this out.

As you mentioned: "Their thing is that i should have done a withdrawal before i started to play with the nodeposit "wagered" bonus. as the max you can win is 0.0007 however they make it impossible as you need to deposit around 3x to be able to withdrawal due to their min withdrawal , and i jsut dont get it how someone is able to withdrawal the no deposit?"

Well, according to the bonus rules, even if your winnings from a no-deposit bonus would be much higher than the minimum withdrawal amount, you still have not fulfilled the minimum deposit requirement. This or a very similar rule or requirement is quite usual in a lot of casinos. Although I understand that it might not seem reasonable from your perspective, but especially when it comes to no deposit bonuses such rules are very common. It is in place as a measure to minimize bonus abuse. Is the disputed amount still from the initial no-deposit bonus?

Well, according to the bonus rules, even if your winnings from a no-deposit bonus would be much higher than the minimum withdrawal amount, you still have not fulfilled the minimum deposit requirement. This or a very similar rule or requirement is quite usual in a lot of casinos. Although I understand that it might not seem reasonable from your perspective, but especially when it comes to no deposit bonuses such rules are very common. It is in place as a measure to minimize bonus abuse. Is the disputed amount still from the initial no-deposit bonus?

The minimum deposit requirment could have been sorted as i had no idea. Its not that i wouldnt do it however i wasnt informed of it , nor was that the problem at the start.

Is the disputed amount still from the initial no-deposit bonus? - Well at this point im not sure however there should be some of my funds into it. As i managed to make 20 mbtc from 1mbtc.

Their whole thing is that im not allowed to gamble with no deposit funds i have wagered. How is this legit?

The maximum winnings (after completing wager requirements) that will be paid out resulting from No Deposit Free Spins (eg. Registration Free Spins) will be 0.00072 BTC / €20 / $20 / A$35 / C$35 / 235 NOK / 3120 JPY / NZ$35 / 90 PLN / 0.012 ETH / 0.082 BCH / 0.22 LTC / 335.23 DOG / 46.86 XRP / 20 USDT / 276.55 TRX / 76.55 ADA / 0.093 BNB, unless otherwise stated. Any winnings exceeding this amount will be forfeited.

11 Nov 2023, 22:3712 Nov 2023, 22:37Aff Bonus 20 FS on Dig Dig Digger734.5 μBTC

Wager done44.07 / 44.07 mBTC wagered

12 Nov 2023, 00:10

DepositCryptoprocessing

Accepted

271.27 μBTC

Dear Mirax Casino team,

Could you kindly offer additional clarification on the current situation and provide an explanation to the player regarding the utilization or subsequent handling of the no-deposit funds?

Dear Michal and agusholli123,

Thank you for your inquiry and the opportunity to review the situation. We have noted your comments and have a few clarifications.

Our team can confirm that the player indeed has fully completed the wagering requirement of the bonus before making a deposit. However, when real funds appeared on balance, they were used first in accordance with our T&C. To our regret, real funds did not bring winnings to the player. Afterward, the player proceeded with his session using bonus funds only, which, regrettably, are limited by a maximum withdrawal amount, which caused the deduction. Our team understands that this may pose certain disappointment, but this rule is in place to ensure fairness and balance in the gaming process.

We emphasize that we are only responsible for providing information upon the player's request. All the rules and conditions governing our platform are clearly outlined on our website, and we strongly encourage players to thoroughly familiarize themselves with these terms prior to completing the registration process. By registering, the player explicitly agrees to adhere to the stipulated terms of use.

It is important to clarify that our casino does not impose restrictions on the utilization of bonus funds for gaming activities. In fact, players are fully entitled to leverage these bonuses for enhanced gaming experiences. Mr "agusholli123" has known that, since after a failed withdrawal attempt he used the funds and continued to make bets. 

If you have any further concerns or questions, please do not hesitate to contact our customer support team via support@miraxcasino.com. Our team will be more than happy to assist you.

Best regards,

Mirax Casino team

Dear agusholli123,

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.

Dear agusholli123,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru