Max Casino - Not paying again!

RESOLVED
benc81 United Kingdom
posted on October 2, 2014.

i have tried to withdraw 28/9/14 which is a saturday come monday the ask for docs so i send them then the next day i ask whats going on and they ask me to resend them so i do then they ask me to resend them with me in the pics.
so i do. then the next day they send me an email saying my payout was declined because they have to keep 20% of my winnings( i won 4000eurs) to cover there costs which i find bizarre even tho it is inthere terms. then the next day the new excuse is that visa withdrawls are not always successful. im just waiting to here what the next excuse not to pay me is (luckily i never exept bonuses) please help me

posted on October 3, 2014.

Dear Benc81,

I am Amanda. MaxCasino administrator. Kindly let me clarify this issue for you.

First of all, regarding the documents requested twice:
According to the terms of our service: http:/­/ma­xca­sin­o.c­om/­pag­e/t­erm­san­dco­ndi­tions

8.12.4. If the requested amount exceeds one thousand united states Dollars (USD 1,000) or more, the player identification procedure must be carried out by sending us a copy or a digital photograph of your identification documents, such as the Passport or an ID card (page with a photo). The passport series and number may be painted out on the image. If you made deposits to your account with the plastic card you must also send us the copies of this card’s front side and back side. The first six digits and the last four digits of the card’s number (if you have the card number embossed note that the same digits must be covered on the card’s front side and the back side ) must be visible, the CVV2 code must be painted out.

As you have mentioned above, your win exceeds the withdrawal possible without providing documents.

You have been asked to send a copy of your documents repeatedly in your hands due to the fact our antifraud department was not satisfied with the quality of your previous copies. We suppose everyone will agree that it is better to double check then risk security of the service.

Secondly let's clarify the payout issue. Will refer to the terms once again.

8.12.5. if the total bet is less than three times the first deposit, the Company reserves the right to withhold 10% (but no less than 0.5 USD or the equivalent sum) of the amount being withdrawn in order to cover the bank transfer expenses. If the deposit was made via the plastic card the administration takes away 20% of the current player balance.

So actually, there is a possibility to withdraw your win without wagering required.

But, I have to admit, that you did except bonuses from us - 1050 EUR has been added to your account as our loyal customer (550 EUR) and as an excuse for the delay with a payout (500 EUR), by the way, previously discussed here. According to the terms of our service in such a case you have to fulfill wagering requirements :
30.1.5 WAGERING REQUIREMENTS

The Wagering Requirements of a Bonus means the total amount of bets you must stake before the Bonus and any accrued winnings are transferred into your Cash Balance and can be withdrawn. The Wagering Requirements for each Bonus are set out in the specific terms for the Bonus and will be expressed as a multiple of the Bonus amount, or of the Bonus plus the Deposit amount. The Wagering Requirement for Bonuses will be set out in the terms specific to that Bonus. Not all bets will count towards the Wagering Requirements. Bets on Blackjack, Arcade games (Heads or Better, Dice Twister, etc) Video poker games (Jacks or Better, Aces and Faces, etc), Baccarat, Casino Hold'em, 2 Ways Royal, Craps and Sic Bo games contribute 5% of actual wagering on these games towards Your Wagering Requirements. All other Slot games contribute 100%, Roulettes contribute 0%.

Due to the fact, you prefer to play roulette mostly at the moment you have not enough turnover of your bonus. Thus, we have asked you to stake your bonus appropriately in other games, but roulette before the withdrawal.

As soon as you fulfill the wagering requirements - we'll process your withdrawal.

Hope to see you playing at our casino soon!

Kind regards,
Amanda

benc81 United Kingdom
posted on October 3, 2014.

If you look back at live chat I was told there was no wager reqs and even if there was I won the 4000 with money I deposited not with your bonus

benc81 United Kingdom
posted on October 3, 2014.

ok so i wagerd the 1500 x3 and now they owe me 15500euros cant wait to see what excuse the scammers come up with this time

benc81 United Kingdom
posted on October 3, 2014.

i have just been informed i have wagerged 33 798 euros on slots and have met the wager reqs and i can now withdraw
i hope they are true to their word

posted on October 4, 2014.

Dear Benc81,

We have checked your account - thank you for following our wagering requirements and accept our sincerest congratulations with the win!

Your payout will be processed partially in accordance with our payouts schedule - on Monday in the period from 10 a.m. till 6 pm GMT 0:

8.12.8. You agree with our withdrawals schedule. Withdrawal requests are processed three days a week: Monday, Wednesday, Friday from 10am to 6pm GMT 0. The Company is not responsible for any time delays in payment processing appearing after the withdrawal request has been served by our managers.

Please consider our payout limits to avoid any further misunderstanding:

8.12.6. No more than USD 5,000 per day, USD 10,000 per week and USD 20,000 per month can be withdrawn.

Feel free to contact our support if you have any queries.

Best regards,
Amanda
MaxCasino representative.

benc81 United Kingdom
posted on October 7, 2014.

just a quick update on the situation, I received an email saying my money would be processed imediatley so I withdrew skrill and visa and the visa transaction failed and I did not receive the money via skrill either, so I asked what was going on and I was assured I woiuld receive my money Wednesday so I asked them to waive the 20% withdrawl fee but I don't know if they will. I am just keeping my fingers crossed for Wednesday becauseto be honest its just been excuses again.
I will update on the situation wednesday

benc81 United Kingdom
posted on October 7, 2014.

sorry I forgot to mention they only said the withdrawl via skrill was instant

posted on October 8, 2014.

Dear Benc81,

We'd like to inform you that some of your payouts have already been processed on Monday. But we just got a notification about cancellation from Skrill. The reason Skrill have indicated - you have not completed the procedure of your account verification. Therefore, we kindly ask you to sort out this issue on your side, for us to have an opportunity to withdraw your win timely.

Our support team have forwarded a message with comprehensive instructions on the issue to your email. Please check out the instructions suggested to verify your Skrill account and receive your win asap. We would also like to ask you to make sure that the limits of your account is big enough to accept the amount withdrawn.

Please inform our support as soon as you'll resolve this payment issue and we will process your payments. Waiting for your response.

Kindest regards,
Amanda

benc81 United Kingdom
posted on October 9, 2014.

ok I have just sorted out skrill but now I am being told I can only withdraw 650euro even know if you scroll up to max casino previous reply they clearly state up to $5000 per day. I still have never found it so hard to withdraw money and I don't know if anyone realize it but I still do not have a single penny of my win there is always some reason why they cant pay. I will let you know when I get an update

posted on October 9, 2014.

Dear Benc81,

The limit you've mentioned above refers to the maximum amount of one-time single withdrawal, not the daily limits in general. This means, that the total amount you have on your account has to be divided in several payouts and each of them has to be not more than 650 EUR. Then we'll simply process several of your payouts on the payout days according to the limits provided in the terms.

By the way, we kindly ask you to check your Skrill account as a part of your win has already been withdrawn today immediately after you have contacted our support and re-submitted your payoffs.

Best regards,
Amanda

benc81 United Kingdom
posted on October 9, 2014.

I have just received about $2000 so far so good I am sure I will receive the rest and apologise for doubting them I will def play again once I have received all my win

posted on October 9, 2014.

Dear Benc81,

We glad to know there have been no issues with your payouts this time. We did our best to resolve everything asap.

Will be glad to see you in our casino further.

Sincerely,
Amanda

benc81 United Kingdom
posted on October 10, 2014.

now the excuses are rolling back in. something about live turnaround. I knew there would be problems. I don't know why they say 5000 a day because they wont do it. they managed to pay me Thursday when there was no financial team in. now they are in they are delaying again
il keep you updated

benc81 United Kingdom
posted on October 11, 2014.

I have just received another $2000 ish
Thank you

AskGamblers
posted on October 11, 2014.

Dear @benc81,
Is this issue resolved? Can we close this complaint? Thank you.

benc81 United Kingdom
posted on October 12, 2014.

yes you can close it im sure they will pay the money
thank you

benc81 United Kingdom
posted on October 13, 2014.

and the excuses keep on rolling
once again im having to fight to get my money they just wont pay on time its excuse after excuse

posted on October 13, 2014.

Dear Benc 81,

Due to the issues with your Skrill account we have managed to process your first payouts on October 9th only. By the moment almost 6000 USD (4500 EUR) has already been withdrawn from your MaxCasino account. The weekly limit for payoffs per customer in our casino is 10000 as it had already been mentioned above in our conversation here. Only 4 days has passed since the first payout you got. Therefore, I suppose we can fairly admit, that there has been no fight for the money from your side, but we keep to our terms and conditions you've accepted while registration and keep withdrawing your win.

The rest of your win will be withdrawn appropriately and in accordance with all the terms mentioned.

Best regards,
Amanda

benc81 United Kingdom
posted on October 13, 2014.

So by that logic I should receive the rest within 3 days and for you information I have received 4000 not 6000

benc81 United Kingdom
posted on October 13, 2014.

I literally just received another $2000
Thank you

posted on October 14, 2014.

Dear Benc81,

Unfortunately we are technically not able to control all the delays that may occur in transactions processing in all the systems they go through before the funds appear on your account. Still we may assure you that the $4000 more will be withdrawn in the following 3 days. And the rest of your win left above the weekly limit - in one of the following payoff days according to the schedule.

Do not hesitate to contact our support team, if you have any other queries.

Best regards,
Amanda

AskGamblers
posted on October 17, 2014.

Dear @benc81,
Any update? Is this issue resolved? Thank you.