Zdravo,
Pitam se da li mo?ete da mi pomognete u vezi sa mojom situacijom sa kazinom maxmillions, sajtom licenciranim u Velikoj Britaniji.
Otvorio sam nalog kod maxmillions u decembru 2024. godine, potpuno sam verifikovan korisnik i primio sam nekoliko isplata bez problema. 28. aprila sam uplatio dosta sredstava, poslednji depozit je bio u 18:30, a u 22:00 sam ?eleo da podignem svoj dobitak, 2418,00 funti. Kada sam pritisnuo dugme za podizanje, pojavila se poruka ?Trenutno nismo u mogu?nosti da obradimo ovaj zahtev za podizanje jer MO?DA ?emo morati da izvr?imo neke dodatne provere verifikacije na va?em nalogu, kontaktirajte podr?ku koja ?e vam mo?i pomo?i u zahtevanju podr?ke". Potra?io sam kako da kontaktiram sajt, ?askanje u?ivo nije bilo dostupno jer je dostupno samo od ponedeljka do petka od 9 do 17 ?asova, pa sam poslao imejl u kojem sam rekao da treba da kontaktiram podr?ku. Moje podizanje nije oti?lo na ?ekanje, moj zahtev za podizanje nije mogao biti obra?en. Uspeo sam da nastavim igru, samo je moj zahtev za podizanje spre?en. Na kraju sam nastavio igru, moj saldo je ostao na 201,00 funti. Slede?eg jutra sam oti?ao na sajt da kontaktiram ?askanje u?ivo, ?askanje u?ivo ne postoji, samo ?alje jo? jedan imejl podr?ci, poslao sam jo? jedan imejl pitaju?i ?ta se de?ava, u 22:00 te ve?eri jo? uvek nisam dobio odgovor, pa sam pomislio da poku?am da podignem preostalih 201 funtu. Ovo je obra?eno bez problema. Nisam dobio nikakvu komunikaciju sa sajta u kojoj bi se objasnilo za?to sam spre?en u podizanju novca, niti je bilo obave?tenje da su potrebne dodatne informacije/identifikacija. Napisao sam imejl ?albe podr?ci u kojem sam objasnio svoju celu situaciju i ?injenicu da moje povla?enje nije stavljeno na ?ekanje kako bi se za?titili moji dobici i tra?io sam da mi se vrati razlika izme?u iznosa spre?enog povla?enja i povla?enja koje je u procesu, jer nisam dobio nikakvu komunikaciju u kojoj bi se objasnilo za?to sam spre?en u povla?enju, ali je igranje dozvoljeno da se nastavi. Primio sam imejl 30. kao odgovor na jedan od mojih imejlova u kojem je pisalo ?Vidimo da ste primili isplatu nakon ?to ste nas kontaktirali". Primio sam jo? jedan imejl u kojem je pisalo: ?Kao deo na?ih regulatornih obaveza, sva ispla?ivanja podle?u standardnim proverama za spre?avanje pranja novca (AML) i bezbednije kockanje. Ovi protokoli se primenjuju i na nove i na postoje?e igra?e kako bi se osigurao integritet na?e platforme i za?tita na?ih igra?a."
?Na?alost, to zna?i da ne mo?emo da uplatimo sredstva u status ??eka se isplata" dok se verifikacija ne zavr?i." Odgovorio sam rekav?i da je moj nalog ve? u potpunosti verifikovan i ako su to ?regulatorne obaveze", onda je moj nalog trebalo da bude ograni?en kako bi se spre?ilo igranje, a ne samo isplate, a tako?e i ?injenica da me nisu kontaktirali da me obaveste da je moj nalog ograni?en ili za?to je ograni?en, ili da mi se zatra?e dodatne informacije.
Od 30. aprila sam poslao nekoliko imejlova tra?e?i da mi se objasni za?to mi je onemogu?eno da podnesem zahtev za povla?enje sredstava, ali je igranje dozvoljeno, i za?to nisam dobio nikakvu komunikaciju u kojoj bi se tra?ili dodatne informacije ili identifikacija. Uspeo sam da podignem znatno manji iznos manje od 24 sata nakon ?to sam ?eleo da podignem 2418 funti, ali sam spre?en u tome. Tra?io sam da mi se po?alju uslovi povla?enja i da mi se nazna?i gde pi?e da se povla?enje mo?e spre?iti, ali da se igranje mo?e nastaviti. Poslati su mi uslovi i odredbe. Nigde ne pi?e da bi se to moglo/desilo. Tako?e sam vi?e puta tra?io povra?aj novca. Komunikacija sa podr?kom je u?asna, odgovaraju na imejlove jednom u 1-2 dana, ja odgovorim, moram da ?ekam jo? 1-2 dana na odgovor. U jednom od mojih imejlova sam tra?io a?uriranje, dobio sam odgovor u kojem se ka?e da mogu da ulo?im ?albu na imejl za ?albe, to sam i uradio i dobio odgovor slede?eg dana u kojem se ka?e da je moja ?alba evidentirana i da ?u dobiti odgovor u roku od 8 nedelja. Nikakav razgovor putem imejla, nikakva obja?njenja za?to nisam mogao da podignem novac, nikakvo obja?njenje za?to me nisu kontaktirali da me obaveste o ograni?enjima i nikakvo obja?njenje za?to me nisu kontaktirali da bi me pitali za dodatne informacije/identifikaciju. Samo ?injenica da ?u dobiti odgovor u roku od 8 nedelja. I ovo smatram neprihvatljivim. Kazino Maks milions uop?te ne deluje zainteresovano ?to su, izgleda, prekr?ili sopstvene uslove i odredbe, kao i pravila koja je postavila komisija za kockanje, posebno pravila o dru?tvenoj odgovornosti, uslovima licence, nedostatku transparentnosti i bezbednijem kockanju.
Poslao sam imejl podr?ci/?albe kako bih ih obavestio da ?elim da mi se vrati neto depozit zbog kr?enja pravila, jer sada imam mnogo vi?e znanja nego ?to sam znao 28. aprila u vezi sa pravilima kojih se sajt mora pridr?avati, pravilima kojih se sajt nije pridr?avao.
Pitam se da li mo?ete na bilo koji na?in pomo?i da se ovo ubrza i re?i, ako vam trebaju dodatne informacije, javite mi.
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.
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