Maximal Wins Casino - La retirada del jugador se ha retrasado.

Made a deposit at Maximal Wins Casino with a bonus and met the wagering requirements.

Didn't play higher than allowed stake and ended up winning €1500.

Have on 02.03. requested a payout and I've been told for weeks that your payout has the status "pending". According to my calculation, the 21-day processing time will end tomorrow. How should I behave?

Habe bei Maximal Wins Casino mit Bonus eingezahlt und die Umsatzbedingungen erfüllt.

Habe nicht Höher als erlaubten Einsatz gespielt und letztendlich 1500€ gewonnen.

Habe am 02.03. eine Auszahlung beantragt und mir wird seit Wochen mitgeteilt, Ihre Auszahlung hat den Status "warten". Laut meiner Berechnung sind morgen die 21 Tage bearbeitungszeit zu Ende. Wie soll ich mich verhalten?

Dear Ivonne,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost a month is unusually long time.

However, I hope that you will receive your winnings eventually. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Thanks for the answer.

I don't know where the problem lies.

I was always told in chat or email the process can take 7-21 days and the verification process would take some time.

But today it's 21 days and still no decision."

"I tried asking again in the chat and I sent the answer in the attachment.

Thanks

R********** Ivonne"

Additional comments from the player:

"Danke für die Antwort. 

Wo das Problem liegt weiß ich nicht.

Mir wurde immer im Chat oder Email gesagt, der Vorgang kann 7 bis 21 Tage dauern und der Überprüfungsprozess würde etwas Zeit in Anspruch nehmen. 

Aber heute sind 21 Tage rum und immer noch kein bescheid."

"Habe versucht im Chat nochmal nachgefragt und die Antwort habe ich im Anhang gesendet. 

Danke 

R********** Ivonne"

Dear Ivonne,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Maximal Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Maximal Wins Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.