Complaint #11 MaxCazino

Rejecting payment

By Raashid P.

4 years ago

I open an account with MaxCazino over a month ago and managed to win big over 100k amount as I was winning with different slot games. I started verification process then submitted all documents and verified my account. After that, I started withdrawing money. MaxCazino has 72 hr period before they start the withdrawing process with a daily 4k limit, weekly 10k, and monthly 25k.

I started withdrawing 2k daily as 4k was a big amount for them. After withdrawing 6k they kept one withdrawal pending. I contacted customer service as it was pending over 72 hr. they rejected the payment and email me saying the reason being that they are bet investigating from provider. I never heard of a bet investigation by the provider. I won a month ago and withdraw 6k why didn’t they investigate back then if I had something wrong. I also asked for the timeframe of this investigation which they didn’t provide. They just keep asking me to keep patience and wait.

Disputed Casino MaxCazino

Reason Declined payment

Amount $40000

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We would also like to use the occasion and remind @{{submitter} to contact our team and request the reopening of a complaint in case something goes wrong with your outstanding payment/s.

We thank both parties for their assistance during the complaint process.

Raashid

• New Zealand • 1 reviews

4 years ago

Hi @askgambler,

Thank you for mediation. You support in such instant is really appreciate. As per above reply from Maxcazino it looks like the problem has solved and i would like you to update as case solved for now. I will check if i can withdraw money after my exclusion period is over. If any problem arise with above case I would sure ask for you help to reopen the case. I also would like to thank maxcazino for prompt action.

AskGamblers

• Support Team

4 years ago

Dear @Raashid,

The AskGamblers Complaint Team is kindly asking you to update your complaint and let us know if you consider the complaint resolved. Please note that in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

We would also like to use the occasion and remind you to contact our team and request the reopening of the complaint in case something goes wrong with your outstanding payment/s.

Thanks in advance for your cooperation.

MaxCazino

• Representative

4 years ago

Dear Raashid and Askgamblers Team,

We would like to explain the situation in detail. First of all, at the end of August, the player has won a big amount. He excluded his account for a month without filling in all the necessary information that was required for verification. Without this information, we were not able to withdraw funds earlier.

Secondly, after the user filled in all the data and its verification, a few payments of more than 1000 NZD were processed several times a day, in cases when the player did not cancel them, or there was no need to check a big win. Let us mention that according to our Terms and Conditions cl.8.2 (https://www.maxcazino.com/en/static-texts/terms-and-conditions) if the requested amount exceeded 1000 NZD withdrawal request can be processed up to 7 days.

The player mentioned that his withdrawal requests were rejected and he never heard of a bet investigation by the provider but while registering on our website he agreed to our Terms and Conditions. According to which, cl.5.3 states that we reserve the right to restrict a player from withdrawing funds while the investigation is ongoing (https://www.maxcazino.com/en/static-texts/terms-and-conditions). After he received several big wins, his gameplay was under investigation and according to cl. 5.3 mentioned above, we have the right to do it. However, we have received an update from the gaming providers that no violation was found. Since the player requested closure of his account for 1 week, he will be able to place a new withdrawal request by the end of this period.

Warm regards,
MaxCazino team

MaxCazino Complaint Stats

Resolved 3 / 3

Avg. Amount $9,335

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

MaxCazino Complaints

See all complaints for this casino

Win not credited and no game history

To AskGamblers,

I recently deposit funds at MaxCazino, 3rd deposit and accepted the bonus offer. I was playing the Leander slot, '20,000 leagues under the sea and my balance went below a dollar to $0.63 cents, then on the last $0.50 bet, with only $0.13 left on my balance, I managed to get the bonus round.

This paid me a total of $72 however upon completion of the bonus, the funds were not added to my balance. I immediately then contacted live chat and was told to log out and in and to clear the cache. Upon clearing the cache and logging back into my account, the funds had still not been credited. At this point I tried to find my game history within my account but could not find it anywhere. Once again I got on live chat and spoke a staff member called Chloe and told her the story and asked her how I can check my game play history. Chloe then informed me that "unfortunately we do not have such a section as section as a bet history" (copy of chat history with Chloe has been provided and is attached).

This of course is quite unbelievable - a casino that either does not have or will not provide a game history. Please also find attached a screen shot of my account with the balance exactly as per the amount when the bonus commenced, being $0.13 cents. This amount was also referenced in the live chat with Chloe.

There has been no change at all in the balance and even worse, no communication from Macazino and my $72 remains missing. I doubt I will ever see it but the most important thing from my end is that other players are aware of what they are actually dealing with when playing here. Quite shocking that a supposedly reputable casino with high ratings on this site, state the have no such thing as a game history. Sadly, after extensive review, it seems this true, unbelievable isn't it?

Regards Paul

Resolved

Crypto deposit pending for almost 5 days

How should I start?! Well, I saw the casino on AG and wanted to try to deposit and test it out. I deposited +4 days ago (exactly 2021-02-19 14:55 GMT) the min required amount in Litecoin/LTC which was at that time LTC around 300 AUD (Based on Binance and Google LTC/AUD chart). I deposited at that time 1.16692 LTC which based on LTC AUD price at that time equals to around 340-350 AUD (I'll let the casino confirm that). The exact time and amount can be calculated accurately on based on blockchain transaction time. The transaction was confirmed within 30 min as all know that LTC required 6 min confirmation.

Well, since then nothing happened, I contacted their support from that first day and they said that they sent this issue to the appropriate department and keep getting the same message until today. I'm a develop and software engineer too, it literally takes few hours to figure out what went wrong and few min to deposit funds manually in the database and credit that to the user. So far 5 days and no response from the casino team. Also, based on last crypto drop, my deposited funds are now equal around 270 AUD. I personally would blame the casino for this, as I usually complete wager requirements without 2-3 hours, so even with the market volatility wouldn't even lose that much as that was based on 4 full or even 5 days period.

Not sure if they will alter the deposited amount to match what equals in AUD at the time they credit that (just to show a fairness, but that's not my issue here). Anyway, I opened this issue after an advise from AG team and hope this complain will escalate the resolution of my issue.

LTC Blockchain tx reference: https://live.blockcypher.com/ltc/tx/90e8128b4abb0f7c6509737de0c89e827e79d5c1d8ffd22328af44e8632e7972/

LTC casino address: MRtg31WqxGcgii2rm2EmqR3WFreUVfb8t5

Resolved

$350