Hello,

I am wondering if you are able to assist with my situation with maxmillions casino, a uk licenced site.

I opened an account with maxmillions in December 2024, I am a fully verified customer, received a few withdrawals with no issues. On the 28th April I had deposited quite a few times with my last deposit at 6.30pm, at 10pm I wanted to withdraw my winnings, ￡2418.00. when I pressed the withdraw button a message popped up " we are currently unable to process this withdrawal request because we MAY need to carry out some additional verification checks on your account, please contact support who will be able to assist you in requesting the withdrawal" I looked at how I could contact site, live chat was not available as this is only available between Monday to Friday 9am till 5pm so I sent an email saying I was to contact support. My withdrawal did not go to pending, my withdrawal request was unable to be processed. I was able to continue gameplay, it was just my withdrawal request that was prevented. I ended up continuing gameplay, my balance was left at ￡201.00. the next morning I went onto the site to contact live chat, live chat does not exist, it only sends another email to support, I sent another email asking what was happening, at 10pm that night I still had not had a response so I thought I would try and withdraw the remaining ￡201. This was processed with no issues. I had received no communication from site to advise why I was prevented from withdrawing and no communication advising further information/identification was required. I wrote a complaint email to support explaining my full situation and the fact my withdrawal was not put to pending to protect my winnings and I asked for the difference between my prevented withdrawal amount and the withdrawal that was process to be refunded as I had received no communication advising why I was prevented from withdrawing but game play was allowed to be continued. I received an email on the 30th to a response to one of my emails which said " we can see you received your withdrawal after you got intouch" I received another email saying " As part of our regulatory obligations, all withdrawals are subject to standard Anti-Money Laundering (AML) and Safer Gambling checks. These protocols apply to both new and existing players to help ensure the integrity of our platform and the protection of our players.

Unfortunately, this means we cannot place funds into pending withdrawal status until verification is complete" I replied saying my account was already fully verified and if this was " regulatory obligations" then my account should have been restricted to prevent gameplay not just withdrawals and also the fact that I have not been contacted to advise my account was restricted or why it was restricted or the request for further information from myself.

Since the 30th April I have sent several emails asking to be told why I was prevented from raising a withdrawal request but game play was allowed, and why I have had no communication asking for any further information or identification. I was able to withdraw a far lower amount less than 24 hours after I wanted to withdraw ￡2418 but was prevented from doing so. I asked for the withdrawal terms and conditions to be sent to me and to point out where it states a withdrawal can be prevent but gameplay allowed to continue. I was sent the t&C's. No where does it state that this could/would happen. I have also repeatedly asked for the refund. Communication from support is appalling, they reply to emails once every 1- 2 days, I reply, I have to wait another 1-2 days for a response. In one of my emails I asked for an update, I received a response saying I could make to complaint to the complaints email, I done this and received a response the next day saying my complaint has been logged and I will receive a response within 8 weeks. No conversation through email, no explanations why I was prevented from withdrawing, no explanation on why I wasn't contacted to advise of restrictions and no explanation why I wasnt contacted to be asked for further information/ Identification. Just the fact I will hear back within 8 weeks. This I find also unacceptable. Max millions casino does not seem interested at all that they appear to have breached their own terms and conditions and also the rules set out by the gambling comission, In particular rules on social responsibility, licience conditions, lack of transparency & safer gambling.

I have emailed support/complaints to now advise I am looking to get my net deposits refunded due to breaches of rules as I have alot more knowledge than I did on the 28th April regarding rules site have to follow, rules that site have not followed.

I am wondering if you are able to assist in anyway to speed this up to help get resolved, if you need any further information please let me know.

Dear smithy1979ls,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Many casinos perform gameplay checks before processing larger withdrawals, which seems to be the case here, as the smaller payment was processed successfully. Sadly, since you have lost your winnings, I’m afraid there is not much we can do for you from our perspective. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we are not in a position to ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

No bother, thanks for taking the time to reply.

Regards,

Thank you for your reply and understanding, smithy1979ls. Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.