BetMaximus Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello, I made my first deposit at the casino, and in the meantime, I sent all the documents for verification on 11/11/2024, but I still haven't received the confirmation email.

Meanwhile, I deposited €20 to receive the bonus that was offered to me: 360 free spins with no wagering, winning €100, which I then requested to withdraw.

What do I need to do to find out the status of my account verification and receive my winnings?

Thank you very much for your attention.

Salve ho effettuato il mio primo deposito al casinò, nel frattempo ho inviato tutti i documenti per la verifica in data 11/11/2024 ma ancora non ho ricevuto l email di conferma

Nel frattempo ho depositato 20€ per il bonus che mi e stato offerto 360 free spin senza scommessa, vincendo così 100€ le quali ho richiesto il prelievo

Cosa devo fare per sapere a che punto e la verifica del mio conto gioco e ricevere la mia vincita?

Grazie mille per l attenzione

Dear Stefy0,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When did you request the withdrawal?

Could you please share your communication with the casino regarding the withdrawal and verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

They don't want to accept my bank statement because it's from an online bank, crazy stuff!!

I have sent you all the files to your indicated email

Thank you so much Guru

Non vogliono accettare il mio estratto conto perché e della banca online , ma cose da pazzi!!

Vi ho inviato tutti i file alla vostra mail indicata dominika.l@casino.guru

Grazie mille Guru

Hello Dominika & Stefy0,

`I checked the player's situation and the account has already passed the verification process.

For Proof of Address we only accept certain documents, statements from fintechs are not acceptable.

With regards,

Nadia I.

Dear BetMaximus Casino, thank you for the information provided.

Dear Stefy0, do you need any further assistance?

Hello dear Guru, I would like to know if I will receive my winnings now, thank you very much

Salve spettabile Guru, vorrei sapere se ora riceverò la mia vincita grazie mille

Dear GURU Casino

on the casino website I see the withdrawal still pending even though the account has been verified, why?

Spettabile casinò GURU

sul sito del casinò vedo il prelievo ancora in sospeso anche se il conto e stato verificato, come mai?

Hello Dominika & Stefy0,

These are two separate things.

Withdrawals can take up to 5 business days to be reviewed, after your account has been verified.

With regards,

Nadia I.

Dear Stefy0, kindly inform us once you have received the payment.

A thousand thanks

Grazie mille

Hello, do you have any news?

Salve avete novità?

Hi, I still haven't received my winnings...what do we do? waiting for your kind reply 🙏🏻, I send you a screenshot just taken on the casino'

Salve, la mia vincita ancora non mi e arrivata......che facciamo?in attesa di una vostra gentile risposta 🙏🏻, vi invio screenshot appena fatto sul casino'

Hello Dominika & Stefy0,

You will need to wait until the payment is reviewed by the dedicated team.

The process can take up to 5 business days after your verification was completed.

With regards,

Nadia I.

Hello, thank you very much for your attention BetMaximus Casino

Salve, grazie mille Per la vostra attenzione Casinò BetMaximus

Dear GURU Casino, I inform you that the Payment has been received

Thank you

Spettabile casinò GURU, vi informo che il Pagamento e stato ricevuto

grazie

Hello Dominika & Stefy0,

Glad to hear the process went smoothly.

With regards,

Nadia I.

Dear Stefy0,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Dominika

Casino.Guru