MaxWin Casino - Povlačenje igrača je odloženo.

I deposited funds and placed a bet on the live casino roulette game. I won and tried to withdraw the money but the withdrawal stays pending forever and has not been processed past 72 hours.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hello, thanks for making time to respond. I was of the view every website had its own terms and timelines for payouts. In this case, it was stated and confirmed that the max. duration is 48 hours. I waited for up to 96hours with no written explanation provided, and using my chosen payment method, crypto, for faster transactions on the website was encouraged, I did not expect this experience.

Your response is new to me and I just found about about your 14 day waiting period. It'll be great to have that info show up when lodging a complaint about withdrawal delays. Also, if information on withdrawal payout timelines can be added to the shortlisted info. details for gaming websites in your listings, it'll be extremely helpful to customers and ensure competitive TAT to deliver withdrawals for a better customer experience.

I noticed a fraction of my winnings were paid early today but there is still an outstanding amount to be paid. Will this complaint remain open or you'd prefer to close it since I have received partial payment of my withdrawal?

Thanks for assisting.

Hello,

I received the final part of my withdrawal today. The delay and lack of communication from the operator's team made this a very frustrating experience, which I plan to reflect in my review of the platform, if approved. Thank you for your assistance.

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

Dear paulvidi,

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,

Veronika