Hej,
Jag undrar om ni kan hj?lpa mig med min situation med maxmillions casino, en webbplats med brittisk licens.
Jag ?ppnade ett konto hos maxmillions i december 2024. Jag ?r en fullst?ndigt verifierad kund och har f?tt ett par uttag utan problem. Den 28 april hade jag gjort ett antal ins?ttningar, min senaste ins?ttning klockan 18.30. Klockan 22 ville jag ta ut mina vinster p? 2418,00 pund. N?r jag tryckte p? uttagsknappen d?k ett meddelande upp: "Vi kan f?r n?rvarande inte behandla denna uttagsbeg?ran eftersom vi KAN beh?va utf?ra ytterligare verifieringskontroller p? ditt konto. Kontakta supporten som kan hj?lpa dig att beg?ra uttaget." Jag tittade p? hur jag kunde kontakta webbplatsen, men livechatten var inte tillg?nglig eftersom den bara ?r tillg?nglig mellan m?ndag och fredag ??9.00 och 17.00, s? jag skickade ett e-postmeddelande d?r jag sa att jag skulle kontakta supporten. Mitt uttag hamnade inte i v?ntande l?ge, min uttagsbeg?ran kunde inte behandlas. Jag kunde forts?tta spela, det var bara min uttagsbeg?ran som f?rhindrades. Jag fortsatte spela, men mitt saldo var kvar p? 201,00 pund. N?sta morgon gick jag in p? webbplatsen f?r att kontakta livechatten, livechatten finns inte, den skickar bara ett nytt e-postmeddelande till supporten. Jag skickade ett nytt e-postmeddelande f?r att fr?ga vad som h?nde, men klockan 22 den kv?llen hade jag fortfarande inte f?tt n?got svar s? jag t?nkte att jag skulle f?rs?ka ta ut de ?terst?ende 201 punden. Detta behandlades utan problem. Jag hade inte f?tt n?gon kommunikation fr?n webbplatsen om varf?r jag hindrades fr?n att g?ra ett uttag och ingen kommunikation om att ytterligare information/identifiering kr?vdes. Jag skrev ett klagom?lsmejl f?r att f?rklara min fullst?ndiga situation och det faktum att mitt uttag inte hade skjutits upp f?r att skydda mina vinster. Jag bad om att skillnaden mellan mitt f?rhindrade uttagsbelopp och det uttag som behandlades skulle ?terbetalas eftersom jag inte hade f?tt n?gon kommunikation om varf?r jag hindrades fr?n att g?ra ett uttag, men spelet fick forts?tta. Den 30:e fick jag ett e-postmeddelande som svar p? ett av mina e-postmeddelanden d?r det stod "vi kan se att du har mottagit ditt uttag efter att du kontaktat oss". Jag fick ytterligare ett e-postmeddelande d?r det stod "Som en del av v?ra lagstadgade skyldigheter omfattas alla uttag av standardkontroller mot penningtv?tt (AML) och s?krare spelande. Dessa protokoll g?ller b?de nya och befintliga spelare f?r att s?kerst?lla integriteten p? v?r plattform och skyddet av v?ra spelare."
"Tyv?rr inneb?r detta att vi inte kan s?tta in pengar i v?ntande uttagsstatus f?rr?n verifieringen ?r klar", svarade jag och sa att mitt konto redan var helt verifierat och att om detta var "regleringsskyldigheter" s? borde mitt konto ha begr?nsats f?r att f?rhindra spelande, inte bara uttag, och ?ven det faktum att jag inte har blivit kontaktad f?r att informera om att mitt konto har begr?nsats eller varf?r det har begr?nsats, eller f?r att jag har beg?rt ytterligare information.
Sedan den 30 april har jag skickat flera mejl d?r jag bett om att f? veta varf?r jag hindrades fr?n att g?ra en uttagsbeg?ran men spelandet var till?tet, och varf?r jag inte har f?tt n?gon kommunikation d?r jag bett om ytterligare information eller identifiering. Jag kunde ta ut ett betydligt l?gre belopp mindre ?n 24 timmar efter att jag ville ta ut 2418 pund men hindrades fr?n att g?ra det. Jag bad om att f? uttagsvillkoren skickade till mig och att det skulle anges var det st?r att ett uttag kan f?rhindras men spelandet f?r forts?tta. Jag fick villkoren skickade. Ingenstans st?r det att detta kan/skulle h?nda. Jag har ocks? upprepade g?nger bett om ?terbetalning. Kommunikationen fr?n supporten ?r f?rskr?cklig, de svarar p? mejl var 1-2 dag, jag svarar, jag m?ste v?nta ytterligare 1-2 dagar p? svar. I ett av mina mejl bad jag om en uppdatering, jag fick ett svar som sa att jag kunde l?mna in ett klagom?l till klagom?lsmejlet, jag gjorde detta och fick ett svar n?sta dag som sa att mitt klagom?l har registrerats och att jag kommer att f? ett svar inom 8 veckor. Ingen konversation via e-post, inga f?rklaringar till varf?r jag hindrades fr?n att g?ra uttag, ingen f?rklaring till varf?r jag inte kontaktades f?r att informera om restriktioner och ingen f?rklaring till varf?r jag inte kontaktades f?r att bli ombedd att l?mna in ytterligare information/identifiering. Bara det faktum att jag kommer att f? svar inom 8 veckor. Detta finner jag ocks? oacceptabelt. Max Millions Casino verkar inte alls intresserade av att de verkar ha brutit mot sina egna villkor och ?ven mot de regler som fastst?llts av Spelkommissionen, i synnerhet regler om socialt ansvar, licensvillkor, brist p? transparens och s?krare spelande.
Jag har mailat support/klagom?l f?r att informera mig om att jag vill f? mina nettoins?ttningar ?terbetalade p? grund av regelbrott, eftersom jag har mycket mer kunskap ?n jag hade den 28 april om regler som webbplatsen m?ste f?lja, regler som webbplatsen inte har f?ljt.
Jag undrar om ni kan hj?lpa till p? n?got s?tt f?r att p?skynda detta och hj?lpa till att l?sa det. Om ni beh?ver ytterligare information f?r ni g?rna meddela mig.
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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