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Dear Casino Guru,

I am writing to lodge a formal complaint regarding the unauthorized capping of my slot winnings on Max Casino.

Account Details:

Deposit: €300 (crypto equivalent)

Game: Chaos Crew 3

Peak balance: €9,000

Current balance after cap: €1,800

Despite completing all visible wagering requirements and playing within standard bet limits, €7,200 in legitimate winnings were removed from my account without prior notice or clear justification.

Key Issues:

No transparent max cashout rule displayed during deposit, bonus activation, or gameplay.

The only potentially relevant clause (Section 7.20) states:

"A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount." → 15 × €300 = €4,500 (yet my balance was capped at €1,800, or 6× deposit).

No max bet violation: All spins were within typical limits for the game.

Precedent exists: A nearly identical complaint was filed in September 2025 by a player from Quebec who won €13,000 on a welcome bonus, only to have it reduced to €2,000 under an "undisclosed maximum win rule." The case remains unresolved due to lack of transparency.

Requested Actions:

Immediate restoration of the full €9,000 balance (or at minimum €4,500 per Section 7.20).

Written explanation of the exact rule applied, including:

The specific clause number

Proof it was displayed and accepted at the time of deposit/bonus

Full gameplay log (bet history, balance changes, bonus tracking).

I request you expertise in helping me resolve this issue.

Kind regards,

Shannon ****

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Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Is your account verified in the casino?
• Could you please share with me your communication with the casino regarding the issue, or any supporting evidence of the incident? Send emails or chat transcripts 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

Dear Tomas,

Thank you for taking your time to address my complaint.

Is your player's account accessible to you? Yes. Can you log in? Yes.

Is your account verified in the casino? NO verification has been requires so far, Also I forgot to add that I have received 1760 Euro on 27/10.

Email has been sent to you. 

Thanks for your reply and the information provided.

I checked the promotional rules and found this:

Could you please advise whether the maximum withdrawable balance was set according to the limits outlined here? Do I understand correctly that the promotion % contribution was between 150% and 199%?

Looking forward to your reply.

It should be times 12 yes. Not what they give now.

Dear ShanPower777

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, Michal (michal.k@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 ShanPower777,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite MaxCasino.io to join the conversation.

Dear MaxCasino.io,

Could you kindly clarify the situation regarding this case? The player is under the impression that the cap on her winnings was applied incorrectly. I would be grateful if you could outline the sequence of events, including confirmation that there were no changes to the bonus rules concerning the 'maximum withdrawable balance'.

If there are any additional factors pertinent to this case that cannot be disclosed publicly, please do not hesitate to send them directly to me at michal.k@casino.guru.

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 ShanPower777,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their 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 that 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,

Michal

Casino Guru