Complaint #7 Maple Casino

Stalling to pay the winnings it owes me

By EdithH

10 years ago

After several phone calls from the casino to deposit for a match offer I finally decided to deposit. I ended up winning several thousand dollars and tried to withdraw my winnings. I knew and expected them to as for verification documents however they asked me to sign a specific form to give them permission to use my card for any services. I thought that seemed odd as no other casino has requested that but I signed it. Now I accidently sent a scan of an old credit card I had scanned a while ago for verification that I no longer use. They noticed that was the wrong card and requested the card I used with the casino, so I found the right card and scanned it to them. That should have been it, but now they are asking that I rescan the back of the "OLD" card since its faded and send it to them. This is however impossible as I no longer have that card as the one I use now has replaced it. What I want to know is why they required that card at all as I NEVER USED IT WITH THEIR CASINO. It seems they are trying to avoid paying the money they owe me. I have sent them all the verification that any other casino has needed and then some. Why are they requesting a credit card that I haven't used with them and that has been discontinued. Please help me get my rightfully owed money from them.

Disputed Casino Maple Casino

Reason Verification issues

Amount $1000

Discussion

AskGamblers

• Support Team

10 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Inactive user

10 years ago

I'd like to add that I've received the most prompt and highest quality of customer service from Craig in resolving my concern.

Inactive user

10 years ago

Hi Craig,
Thank you very much for processing my withdrawal.
Edith

Inactive user

10 years ago

Dear Askgamblers,
It seems the Complaints Manager has resolved the issue which is much appreciated. However, if you'd still like documentation for your records i'll update my complaint here as I don't know how to update the original post. The amount was for $1000.00. After several frustrating emails having to explain that I no longer use or had the card they were requesting, and having to resend all the same verification info I sent them I still got the same answer saying they needed the back of that card signed again. I've attached some of my correspondence with a customer consultant and online chat (there's a lot of redundant emails I didn't include). If you don't require this information for documentation please disregard it. Once again, thank you very much for helping me get my withdrawal!

Maple Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $379

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Maple Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 6 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Maple Casino Complaints

See all complaints for this casino

Payment delayed

Hello, I withdrawal 700$ 8 days ago but I didn't receive my funds yet.My account number is vmcr0000558390.Ive tried to contact the casino by phone(1866 509 1828) and by mail but no answer

Resolved

$700

Will not release withdrawal to the mastercard used for deposit

Deposited money with mastercard. Site clearly shows mastercard as a preferred method for Canadian deposits. Could not get withdrawal. Was asked to reinstall the program but after texting with the supposed supervisor was told that the Finance dept does not do withdrawals to MasterCard anymore. No where on the site does it say this. I was trying to withdraw $200 Sept23/15 11 pm PST in Canada

Resolved

$200

Delayed payment at Maple Casino

Hi , I have made deposit to maple casino few weeks ago and I requested withdrawal of 350$ it has been two week and still they did not pay I sent them documents 5 times so far and they allways keep telling me to send them documents and when I contact them they do not respond please if you can help with my issue .Thank You

Resolved

$350

Payment refused

I recently signed up to maple casino. Made a few deposits And won over 2000$. Then they locked my account, claiming I had a return payment at another account. I truly do not know what they speak of and even asked which casino so I could rectify it. they wouldn't tell me or out me in contact with someone who could. They said I was blacklisted from all microgaming casinos. Which is false. I have VIP accounts at two other microgaming casinos. No issues with payments or deposits.

Resolved

$400

Casino refuse to pay 75,000 euro!.

I have an account at Maple casino, with the username d84max. I received on the 9th of october an email from [email protected]. She said that I am a VIP player and that I will receive a promotion of 40% up to 400 eur for my deposit. I deposited 1000 eur the next day and I played big at slots, and I won big. My final balance was over 75000 euros.

After this I received an email saying I am under investigation and that I should send validated documents from a notary office and photo of me. For a few days I could not send the documents as I was in Spain on a trip that was planned before the winnings at the casino. So in the meantime I was sent an ultimatum asking for the documents or else my account would be permanently locked. I replied with my situation on a Friday, sent the photo of me holding my ID and a promise that by Monday I would send the rest of the documents when I would be back in Berlin. On Monday I sent the notorised copy of my ID, drivers license and the visit card of the notary so the casino can call and confirm with the notary office as well. Next I was asked for the ticket to Spain. I complied and sent them the scan of the half of the boarding pass that you get from the airport. Next they asked for the ticket of the trip. I sent them the online screenshot of the confirmation of the ticket purchase. Next I was asked for the passport. Even if I told them I do not need a passport to travel inside EU they said they can not validate my account without a passport. I had the passport made and send it as well.

Next I was told that I am on a list which is a high risk players list, for which I had my account permanently closed and the winnings are void. The terms 3.1 were called into case, which I read but say nothing about a hidden list with high risk players. I do not know why they say I am high risk. I just got a VIP invitation from them, deposited, played and won big while respecting the terms and conditions, jumped through all the hoops and sent all the required documents, and still had the account closed.

The VIP invitation is a direct invitation to play at the casino, so I demand the casino pay out my winnings.

Resolved

Deposit fail

Hi there

i was try my first deposite to maple casino with ukash voucher but i got eror mesage and my acoount not credited but my voucher still used. after try deposite to maple casino

i just want everyone to know this is happened to me :)

Resolved

$50