Gamblemax Casino - El reintegro del jugador se ha retrasado.

I found the site scrolling on Facebook one night. They offered a $38 sign up bonus. I cashed out at 30193.63. I was told to make a $50 deposit in order to cash out. I paid it and still nothing. Was told to deposit another $30 and my request would be approved in five minutes. Still nothing. Help!

Dear Lisamichele,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Lisamichele,

Have you received your withdrawal from the casino yet?

I still haven't heard anything from the casino. I have been unable to get in contact with anyone.

No. I have not heard from them.

Thank you for your reply, Lisamichele. Do I understand correctly that this was your first withdrawal attempt? If possible, please post a screenshot of your withdrawal history here in this thread.

Could you please advise if you have passed the KYC verification?

Also, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

In the meantime, I strongly advise you to refrain from making any further deposits before this issue has been sorted out.

Yes. This was my first withdrawal attempt.

Thank you very much, Lisamichele, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Lisamichele,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Gamblemax Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear Lisamichele,

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,

Natalia