7243 Euro winnings from November still unpaid

I won €1,414 on BetMaximus using their welcome bonus sometime in October 2024. Since then, I’ve been trying to verify my account to withdraw my winnings—but after countless attempts, I still haven’t been able to complete the process.

I’ve submitted multiple versions of my government ID, passport, and selfie with ID. I’ve followed every instruction they gave me, including obtaining a bank statement from MiFinity—the gaming wallet I used to deposit and play. Despite all this, my documents keep getting rejected.

One of the main issues they now claim is that the PDF bank statement from MiFinity is "too bad quality"—even though it was sent to me directly by MiFinity and contains all required details.

I’ve done everything I can possibly think of. At this point, I’ve lost count of how many times I’ve submitted documents and contacted support. I feel like I'm being run in circles with no intention of resolving the issue.

I genuinely don’t believe I’ll ever get my €1,414 out without outside help. I kindly ask AskGamblers to intervene and assist me in resolving this situation.

I won €3,500 on BetMaximus on October 29th, 2024. Since then, I have not been able to withdraw my winnings due to ongoing and unreasonable issues with account verification.

I have submitted all required documents multiple times, including:

A valid government-issued ID

A recent utility bill as proof of address

A screenshot of my deposit method

BetMaximus keeps rejecting my documents, claiming there are issues with the metadata. For me I'm not entirely clear what that means and the support team wont elaborate on the matter. After googling around I found out some more but from my understanding since I uploaded all the photos/documents directly from my phone there shouldn't be any problems with the metadata. I have not edited the photos in any way, the pictures from my id etc is taken directly from my Phone. I have not received any clear explanation or guidance on what exactly is wrong or how to resolve it.

This has been ongoing for months. It feels like BetMaximus is using these technicalities to delay or avoid payment altogether. I am fully willing to cooperate and provide any further documents needed, but I expect a fair and transparent process. After reading other complaints here on askgamblers it seemse like im not the only one having problems with this casino.

I respectfully ask AskGamblers to step in and help facilitate a resolution so I can receive my rightful winnings. I have nowhere else to turn as of now. I feel helpless when I keep getting the same message from betmaximus support team over and over.

Thank you in advance,

< full name removed >

Dear AskGamblers team,

I am submitting this complaint regarding Betmaximus, where I won €7,865 on 12/12/2024. Since then, the casino has refused to process my withdrawal, despite my repeated and genuine attempts to provide the requested verification documents.

They requested the following:

A picture of my passport

A valid proof of address

Confirmation of my Revolut card

I have submitted all of these documents multiple times over the past few months. Each time, I made sure to upload the documents directly from my phone to ensure proper metadata since they complained about that the first time. I:

Took a photo of my passport directly with my phone and uploaded it

Downloaded a recent bank statement as proof of address to my phone and uploaded it

Downloaded the Revolut card confirmation via the Revolut app and uploaded it from my phone

Despite all this, the support team repeatedly tells me the metadata is "wrong" or "missing" without specifying what exactly the issue is or how to resolve it. I have not edited or altered the files in any way. I even resent all documents freshly and directly from my mobile device to comply, but I keep getting the same vague response.

It feels like the casino is using this as a stalling tactic to avoid paying out my rightful winnings. I have done everything requested, yet there is no progress or clarity.

I kindly ask for AskGamblers' support in resolving this matter and ensuring that Betmaximus honors my withdrawal of €7,865.

Sincerely,

<full name removed>

Hello, I deposited and claimed this casinos welcome bonus on February 5th and successfully wagered the bonus with a winning balance. I submitted a withdrawal and began the verification process the same day. I communicated with chat live support and they informed me to upload My ID + an ID selfie + a proof of address + selfie with proof of address. They rejected the documents soon after, stating that quality of the selfies was an issue. Since then, I have taken new selfies twice and sent them, but they keep rejecting without really offering any specific details. Ive tried to inform myself what I can do differently because the pictures I have sent are perfect quality and I have used the same ID selfie in the past with other online Identity verifications and I never had an issue. On my last email, I communicated my frustration with their lack of support or details on why the quality of the pictures is an issue, but they just sent me back a robotic response asking me to upload the documents as if they completely ignored my email and any respect for the fluid and ongoing issue were having.

I have been in the verification process for 2 months and in that time I've come to realise they are not making any effort to help me get verified. Their replies on email or chat seem very scripted and I don't see myself getting verified or paid without some assistance from a 3rd party.