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Awaiting withdrawal past few weeks now it’s quite a lot of money I feel ignored by this company

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Dear pmaru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Veronika

I have not made any withdrawals previously

My account has been verified when asked for documents after withdrawal request.

no bonus active at the time of winning

The casino has asked me now to provide yet again all documents provided previously to verification, they have asked to submit it as a selfie with visible documents

validated my account yet again and still no withdrawal actioned

Thank you very much, pmaru, for providing all the necessary information. I will now transfer your complaint to my colleague, Samuel (samuel.s@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear pmaru,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BetMaximus Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BetMaximus Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Om Thursday I have been ask again to submit selfie with driving licence next to my face and on thursday 30/10 I have had an email from finance department stating my account successfully validated I have then email finance to confirm how long it will take now. No respond till now.

however on Friday 31/10 I have asked on web chat how long it will take and please see screenshots. According to the person I have spoken to my account need another selfie with proof of address, as the one I have now submitted is different letter to the original one, Which is not truth it was exact same letter and account was validated on Friday how it can be refused again? When the person double checked I don’t think they know what they doing, as them I have been told well deposit is pending and I can see updates on web.

please see all attached email for validation

Hello pmaru,

Thank you for the detailed update. I understand this situation must be frustrating, especially with repeated requests for verification and conflicting information from support.

At this point, we will wait for the casino representative to review the case and provide further clarification regarding the current status. Once we receive their response, we can evaluate the situation and consider the appropriate next steps.

In the meantime, please keep me informed if you receive any new information. Thank you for your cooperation and patience.

Hello Pmaru and Samuel,

I hope you’re both doing well.

The player has submitted all the required documentation, which has been reviewed and approved on our end - on October 30th.

The withdrawal request is currently pending. The player can view the status of the request at any time via the cashier page.

Kind regards,

Nadia I.

Yes and I have been getting this response past month chat disappeared from my website no contact and waited patiently last week for the 5th day for withdrawal to be actioned and still no money.

Got to the chat and now I am being told it’s 5 days on average I really don’t think I will get my winnings from this casino the stress and inconvenience they caused it’s not worth it

Hello Nadia, hello pmaru,

Thank you both for your updates.

Pmaru, I completely understand how frustrating this situation has been, and I really appreciate your patience and cooperation throughout this process. Your efforts to keep us informed are very much valued.

Nadia, thank you for confirming that the player’s documentation was reviewed and approved. I do, however, need a little more detail regarding the withdrawal, as the player has reported that it has been pending for several days without a clear explanation.

Could you kindly clarify:

• What is the specific reason for the delay in processing this withdrawal?
• Is the delay related to internal verification, technical issues, or any other factor?
• Has the finance department been able to take action on the pending withdrawal, and could you provide an estimated timeframe for when it is expected to be completed?

Having these details will help us fully understand the situation and assist the player as best as we can.

Thank you very much for your support and cooperation.

The status on website has changed to successful, I do not received payment in my bank just yet

no money in my account and error 403 on web last night and now this

Hello pmaru and Veronika,

I’ve reviewed the player’s case and can confirm that the withdrawal was successfully processed on our side on November 14th. Please note that it may take anywhere from a few hours up to 7 business days for the funds to appear in the player’s bank account, as this timeframe depends entirely on their banking institution.

Kind regards,

Nadia I.

Hello everyone,

First, I would like to thank Nadia, the casino representative, for providing the information so far.

pmaru, could you please confirm whether the funds from your withdrawal have already reached your account? Additionally, it would be very helpful if you could provide any relevant details about your account and ongoing withdrawals. This will allow me to get a clear picture of the current situation and assist in resolving the matter efficiently.

Thank you for your cooperation and prompt response.

Yes the first withdrawal came through ok I have requested next as I have couple of more to come through and today is 5th day still no money

Today withdrawal suppose to be actioned still nothing and we website states 5 working days meantime customer service states

This withdrawals are not going to go smoothly at all

Dear pmaru,

Thank you for your update and for your patience throughout this process.

Dear Green Luck Casino Representative,

Thank you for the information, Nadia.

However, the player has informed me that the funds have still not arrived, and according to your live chat support, the withdrawal is still "waiting on the finance department." This appears to contradict the statement provided here that the payment was successfully processed on November 14th.

Could you please clarify the current status of this withdrawal?

Specifically:

• Was the payment fully processed on your side on November 14th?
• If so, could you provide confirmation or proof of processing?
• If the withdrawal is still pending with your finance department, please explain the reason for the delay and provide an estimated timeframe.

This clarification will help us determine the next steps.

Thank you for your cooperation.

Hi Samuel

the first withdrawal request has been actioned and came through to my account on 17/11 which was for €2000 due to capped withdrawal I could not withdraw all funds in one week so I have been told to request them once a week until all funds are paid to me. I have requested next €2000 on 17/11 still not paid.

Hi pmaru,

thank you for the update. Yes, according to the casino’s withdrawal limits, you will need to withdraw the funds in installments as described.

Please keep me informed of any further updates, and once everything goes smoothly, I will be able to mark the complaint as resolved.

Thank you.

Thank you for you help

I still haven’t received further payments I will update you once I received - requested on 17/11 pending and still have couple to request after this one

2 weeks no second payment

Hello pmaru,

Thank you for the update. I understand that you haven’t received the second payment yet. At this stage, let’s wait for the casino’s response regarding the pending withdrawals.

Please keep me informed of any new updates on your side so we can continue monitoring the situation.

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.

Hello pmaru and Veronika,

Please be advised that our casino processes withdrawal requests strictly on a first-in, first-out basis. As a result, the processing time depends on the number of pending requests in the queue.

Players may check the status of their withdrawal at any time through the cashier page.

Kind regards,

Nadia I.

Hello Everyone,

First of all, I would like to thank the casino representative, Nadia, for her explanation regarding the withdrawal queue and processing times.

pmaru, thank you for the update and for your patience so far. As explained by the casino, withdrawals are processed in a queue, so some waiting time is unfortunately to be expected.

I kindly ask you to inform me as soon as you receive the pending withdrawal. Additionally, please let me know how much you plan to withdraw next and whether you intend to continue playing, so I can have a clear overview of the situation and monitor the progress properly.

Thank you for your cooperation, and I appreciate your patience.

I have now received 2nd payment and awaiting 3rd. I hope rest will go smoothly.

I am planning to use website again as they have very good selection of games!!! Long wait for withdrawal but I will wait patiently. Very concerned at the beginning due to reviews.

Thank you

I will inform you when next withdrawal comes through with no problems.

Hello pmaru,

Thank you for your update. I’m glad to hear that your latest withdrawal was successfully processed. I understand your comments regarding the website and its games, and I appreciate your feedback.

Please continue to keep me informed about the progress of your future withdrawals. If everything continues to proceed normally, I will be able to close this complaint as resolved.

We on day 6th and 3rd withdrawal still not processed.

Tried to contact customer service no live chat available for me my withdrawal is still pending day 8. Status on the wallet still pending. I was hoping to have 2 more withdrawals till Xmas but I think I can just dream on. This place is making everything so hard to happen

Dear BetMaximus Casino,

thank you for your previous explanation regarding the FIFO withdrawal queue.

At this point, the player confirms that the third withdrawal has been pending for over a week, with the status still showing as pending in the wallet. Additionally, the player reports limited access to customer support, which is increasing frustration.

To proceed with this complaint, I kindly ask you to provide the following:

1. Confirmation of the exact submission date of the currently pending withdrawal.
2. The current position or stage of this withdrawal in the processing queue.
3. Whether the delay is still solely due to the queue, or if any additional checks or issues are affecting the processing.
4. A realistic estimated timeframe for when this withdrawal can be expected to be completed.

Clear clarification on these points will help determine whether the waiting time remains within reasonable limits.

pmaru, thank you for keeping me updated and for your patience so far. Once the casino provides the requested details, I will review the information and advise on the next steps.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear pmaru,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel