Complaint #6 MaxCazino

Win not credited and no game history

By misterpot

5 years ago

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

Disputed Casino MaxCazino

Reason Missing Funds

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that MaxCazino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

MaxCazino

• Representative

5 years ago

Dear AskGamblers team, Dear MISTERPOT!

First of all, we are sorry that the solution of the player's request takes so long.

We would like to mention that we have immediately transferred the player's problem to the appropriate team as soon as the issue occurred. The resolving of the issue depends on the provider as well and more time was needed to investigate this problem.

We have already received all the information from the relevant department and forwarded all the evidence to the Askgamblers team so they can evaluate it.

Thanks in advance for your cooperation.

Warm regards,
MaxCazino team

Inactive user

5 years ago

To AskGamblers, Please find attached a screen shot of my Maxcazino account which confirm the balance remains exactly as per the balance when the complaint was submitted to you. There has been no progress whatsoever as you can see. Regards,

AskGamblers

• Support Team

5 years ago

Dear MISTERPOT,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and support your statements and claims with relevant evidence, such as a screenshot of the disputed bonus round and the winnings.

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. Should you refuse to send the required written consent or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

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

Rejecting payment

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.

Resolved

$40,000

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