Playmax Casino - Die Gewinne des Spielers werden konfisziert.

I used all the welcome offers there and withdrew 3 out of 4 bonuses. Now I'm being accused of bonus abuse and I can't get my money back. I'm supposed to request my €200 withdrawal, after which my account will be blocked.

Ich habe dort alle willkommensangebote genutzt und habe von 4 Bonis, 3 mal ausgezahlt. Jetzt wird mir vorgeworfen, dass ich ein Bonus abuser bin und ich bekomme mein Geld nicht ausgezahlt. Ich soll meine 200€ Auszahlung beantragen und danach wird mein Konto gesperrt.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playmax Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your deposit and bonus history? Would you be able to take a screenshot so we may learn the timeline of events?
• Did you complete account verification in the casino?
• Could you please share which games you played that led to the most significant win?
• Was there any gameplay when only real money deposit was in play?
• Send the information to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello. I'm verified at the casino, and that went smoothly. I still have all the money in my account, but I can't withdraw it, only €200, as I said. After that, my account gets blocked. I only played with bonus money, no real money. I played a variety of Pragmatic slots. My highest wins were on Dog House, Wild West Gold, Wild West Duels, etc.

Hallo. Ich bin beim casino Verifiziert und das auch ohne Probleme. Ich habe das ganze geld auf meinem konto noch, kann es jedoch nicht auszahlen, nur wie gesagt 200€. Danach wird mein konto gesperrt. Ich habe nur mit Bonusgeld gespielt, kein echtgeld. Ich habe querbeet pragmatic slots gespielt. Höchsten gewinnen waren bei dog House, wild West Gold, wild West duells usw.

I request prompt processing so that my account isn't closed prematurely. Thank you.

Ich bitte um schnelle Bearbeitung, nicht das mein konto schon vorher geschlossen wird. Danke

Dear polorider,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you polorider for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Playmax Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Yes, and what happens to my money? So I won't get it back if they close it as unresolved?

Ja und was passiert mit meinem geld? Das bekomme ich dann demzufolge auch nicht wenn sie es als ungelöst schließen?

I have tried to contact Playmax Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. 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 might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter