Hello

I've been waiting here for 6 weeks for my payment to be processed! And here, too, I'm just being put off in the chat and put off ... you don't even react to emails as soon as I address the subject!

that's the same crap as in my other complaint about 24casino1 .... here it's only 6 weeks but I'm confident that the status has not changed after 10 weeks, just like in the other casinos where I wait 2.5 months ... because everyone works under the same group and this fraud is deducted from several! Unfortunately, I informed myself too late about these casinos and now I'm chasing after my money!

lg Daniel

Hallo

hier warte ich auch seid mitlerweile 6 wochen auf die bearbeitung meiner auszahlung!und auch hier werde ich im chat nur hingehalten und vertr?stet...auf emails reagieren sie garnicht erst sobald ich da thema anspreche!

das ist der selbe mist wie in meiner anderen beschrwerde über 24casino1 ....hier sind es zwar erst 6 wochen aber ich bin zuversichtlich das sich der status auch nach 10 wochen nicht ge?ndert hatgenau wie in den anderen casino wo ch 2,5 monate warte ...da alle unter der selben gruppe agieren und diesen betrug ja bei mehreren abziehen!leider habe ich mich zu sp?t informiert über diese casinos und nun renne ich mein geld hinterher!

lg Daniel

Dear sturm9883,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

If there is any relevant communication between you and the casino, please, forward it to [email protected], or alternatively, post it here.

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,

Kristina

Hello Kristina .... Yes, the kyc certification was successful ... Before I would not have been able to make the payout ... In addition, I voluntarily sent them all the necessary documents, I don't know whether they were accepted ... There They always replied that my account is verified by the kyc process, they supposedly don't need it .... But experience shows that they still need it, otherwise my payment will be canceled due to missing documents ... And the processing is already there I sent everything to them straight away for 1 month! Otherwise I would have no email communication with them ... Since they never answer me anyway or only get a copy paste answer ... see the day before yesterday I wrote an email ... Of course there was no answer ... Otherwise I only have in the chat Written with them ... And there you only hear that I should be patient ... And when you speak to the truth that I don't get my money and you just lie to me and hold out ... The chat is simply ended

Oh and no that was my first payout and definitely my last!

Lg Daniel

Hallo Kristina.... Ja die kyc-vertifitierung war erfolgreich... Vorher h?tte ich die Auszahlung garnicht machen k?nnen... Zus?tzlich habe ich denen freiwillig noch alle notwendigen Dokumente zukommen lassen, ob diese angenommen wurden wei? ich nicht... Da sie mir immer geantwortet haben das mein Konto verifiziert ist durch das kyc Verfahren, brauchen sie das angeblich nicht.... Aber die Erfahrung zeigt das sie es trotzdem brauchen sonst wird meine Auszahlung abgebrochen wegen fehlender Dokumente... Und da die Bearbeitung eh schon 1 Monat dauert habe ich denen alles gleich zukommen lassen! Ansonsten h?tte ich keinen Email Verkehr mit denen... Da sie mir eh nie antworten oder nur Sone copy paste Antwort bekomme...siehe vorgestern habe ich eine Email geschrieben... Kam natürlich keine Antwort... Ansonsten habe ich nur im Chat mit denen geschrieben... Und dort h?rt man auch immer nur das ich Geduld haben soll... Und wenn man mal die Wahrheit anspricht das ich mein geld nicht bekomme und ihr mich nur belügt und hinhaltet... Wird der chat einfach beendet

Ach und nein das war meine erste Auszahlung und definitiv meine letzte!

Lg Daniel

Thank you very much sturm9883 for your reply. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello sturm9883,

I have reviewed your case and will now attempt to contact the casino to see if I can help.

I would like to invite representatives of Maximal Wins Casino to join the conversation and participate in the resolution of this complaint.

Hello sturm9883,

Thank you for sending me your latest communication with the casino via email.

The casino has now said that your withdrawal has been delayed due to a breach of the Terms and conditions, is that correct?

Not quite .... The delay has nothing to do with it ... I only heard about it now ... Apparently only noticed after 7 weeks ... Before that, the chat was always exactly the same as at 24casino yes also the same people) ... Now suddenly they come around the corner with something like that .... In my opinion they just want to buy time .... because I have never been contacted by email from the finance department ... .

Nicht ganz.... Die Verz?gerung hat nichts damit zutun... Davon habe ich ja erst jetzt geh?rt... Haben sie anscheinend erst nach 7 Woche festgestellt...vorher verlief der Chat immer haargenau so ab wie bei 24casino.(sind ja auch die selben Personen) ...Jetzt auf einmal kommen sie mit sowas um die Ecke.... Die wollen in meinen Augen nur Zeit schinden....denn ich würde bisher auch nie per Email von der finanzabteilung angeschrieben....

Hello sturm9883,

The term the casino is saying you have breached is the following:

"If a player's accumulated life time deposit is not greater than 200 €/￡/$, then the player will be allowed to withdraw only up to x10 his last deposit up to maximum of 500 €/￡/$. (Any excess amount will be forfeit)"

We consider this rule to be unfair and believe that you should be paid your winnings in full.

I do not consider this rule to be unfair, but rather a fraud ... If, for example, you deposit 50 on the first deposit and immediately win 2000 or 3000 thousand ... Can't you just let the rest forfeit ...

OK, I've only deposited a total of 175 so far and I was very lucky that I won the last one ... but should I deposit over 200 first so that I can withdraw my winnings? What do they think ...

I have never heard of such a rule and I have already played in many online casinos ...

Ich halte diese Regel nicht für unfair sondern für Betrug... Wenn man zum Beispiel bei der ersten Einzahlung 50 einzahlt und gleich 2000 oder 3000 tausend gewinnt... K?nnen sie nicht einfach denn Rest verfallen lassen...

OK ich habe insgesamt erst175 bis jetzt eingezahlt und hatte viel Glück das ich bei der letzten gut gewonnen habe... aber soll ich erst über 200 einzahlen damit ich meine Gewinne auszahlen kann? Was denken die sich....

Von so einer Regel habe ich noch nie geh?rt und ich habe schon in sehr vielen onlinecasinos gespielt...

We would like to ask Maximal Wins 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

OK then I already know what is going to happen ... They don't answer anyway .... And I never see my money with either of them .... ??????

Well it was worth a try ... Although I knew from the start that they wouldn't react .... They don't care about the assessment as long as they are not closed, they just keep cheating ... If they are closed, they just open a new one carry on their deception .... ??????

OK dann wei? ich schon was passiert... Die melden sich eh nicht.... Und mein geld sehe ich bei beiden nie.... ??????

Naja ein Versuch war es wert... Obwohl ich von vornherein wusste, dass die nicht reagieren.... Denen ist die Beurteilung egal solang die nicht geschlossen werden betrügen sie einfach weiter... Wenn sie geschlossen werden er?ffnen sie einfach ein neues und führen ihren Betrug weiter.... ??????

Dear sturm9883,

I tried to get in touch with the casino repeatedly but without success.

Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be achieved without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I wish I could be of more help.

Best regards

Adam