Maximalbet Casino - Die Rücknahme des Spielers hat sich verzögert.

Hello, I'm a new player at this online casino.

I won over €600, requested a withdrawal on May 3rd, and even though their terms and conditions state that it takes 3 to 10 business days to receive a transfer, I'm still waiting for it.

During the first chat, they told me that it would take 7 to 21 business days, but now they always tell me to wait and not to worry.

Obviously I'm not depositing anymore.

Salve, sono nuovo giocatore in questo casino online.

Ho vinto più di 600€, ho chiesto il prelievo il 3 maggio e anche se nelle loro condizioni c'è scritto che il tempo per ricevere un bonifico è dai 3 ai 10 giorni lavorativi, sono ancora in attesa di riceverlo.

Alla prima chat mi hanno scritto che i tempi vanno dai 7 ai 21 giorni lavorativi, ma ora mi dicono sempre di aspettare e di non temere.

Ovviamente non ci sto depositando più.

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Dear Ciruzzo288,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you have not made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

1) No, this is the first time I've tried to withdraw from this casino.

2) Yes, as you can see from the screenshot sent, the account is "verified passed".

3) I received a 425% bonus on my first deposit of €20 as a new customer, which I unlocked by playing it as many times as required.

I'm attaching a screenshot of the email confirming the withdrawal. I remain available for any further clarifications needed to resolve this issue.

Thank you for your assistance

Best regards

Gaetano C***

Ciao Kristina,

1) No, è la prima volta che cerco di prelevare da questo casinò.

2) Si, come puoi vedere dallo screen inviato, l'account risulta "verificata superata".

3) Ho ricevuto un bonus del 425% sul primo deposito di 20€ come nuovo cliente che ho sbloccato giocandolo per le volte richieste.

Ti allego lo screen dell'email con la conferma di accettazione del prelievo e resto a diposizione per altre delucidazioni per la risoluzione della questione.

Grazie per la vostra assistenza

Distinti saluti

Gaetano C***

Thank you for your reply, Ciruzzo288. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Greetings,

the situation is always the same: "in progress"

I also asked in chat to refund my account to try another withdrawal method and I was told:

I completely understand your disappointment and thank you for your patience so far. I know this is frustrating, but your withdrawal is still being processed and cannot be modified or refunded to your account at this point.

I don't know what to do; since I've been patient and helpful so far, I'm thinking of posting in the chat about the closure that I intend to discredit them on various forums like yours to dissuade other users from falling into the same trap as me. What do you think?

Thank you

Salve,

la situazione è sempre la stessa: "in corso"

Ho anche chiesto in chat di riaccreditare sul conto per provare un altro metodo di prelievo e mi è stato risposto:

"Capisco perfettamente la tua delusione e ti ringrazio per la pazienza che hai dimostrato finora. So che la situazione è frustrante, ma il prelievo è ancora in fase di elaborazione e non è possibile modificarlo o riaccreditare i fondi sul conto gioco a questo punto."

Non so cosa fare; visto che finora sono stato paziente e disponibile, ho pensa di scrivere in chat sulla chiusura che ho intenzione di screditarli su vari forum come il vostro per dissuadere altri utenti a cadere come me nella trappola; che ne pensi?

Grazie

Dear Ciruzzo288,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Ciruzzo288,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hi Barbara,

Thank you for your interest.

I didn't have a chance to tell Kristina that I was able to cancel the withdrawal and redo it, changing the method to crypto; I made the minimum possible €100, leaving the remainder in my balance.

I read that doing it with cryptocurrency or e-wallets should speed things up; since they don't have Mifinity withdrawal support, I opted for Tron with Exodus, having read up on various forums like this one because I don't understand anything about it.

I remain available for your requests.

Best regards

Gaetano

Ciao Barbara,

grazie per il vostro interessamento.

Non ho avuto modo di dire a Kristina che sono riuscito ad annullare il prelievo e rifarlo cambiando il metodo con crypto; ho fatto il minimo possibile di 100€, lasciando la rimanenza ancora sul saldo.

Ho letto che farlo con crypto o e-wallet dovrebbe velocizzare; dato che non hanno il prelievo con Mifinity, ho optato per Tron con Exodus notiziandomi dai vari forum come questo perché non ne capisco niente.

Resto disposizione per vostre richieste.

Cordiali saluti

Gaetano

Hello Gaetano,

Thank you for the update and for letting us know that you canceled the original withdrawal request and submitted a new withdrawal via cryptocurrency.

I understand you chose this option in the hope of speeding up the process. At this stage, we cannot confirm whether changing the withdrawal method will affect the processing time, but we appreciate you keeping us informed.

Please continue to update this thread regarding any changes to the status of your withdrawal or any communication you receive from the casino.

In the meantime, I will continue my attempts to establish contact with the casino and will let you know as soon as I receive any response.

Good morning,

Thank you again for your support, and I will be sure to keep you updated on any withdrawal releases.

Best regards

Gaetano

Buongiorno,

ringrazio nuovamente per il vostro supporto e sarà mia premura tenervi aggiornati su eventuali sblocchi del prelievo.

Cordiali saluti

Gaetano

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Barbora