Complaint #3
Casino Maxi
Delaying payment despite providing all documentation requested
9 years ago
On 31/3/17 i won £5100 n Maxiplay Casino, i tried to withdraw this money and recieved an email saying i had to provide documents to verify my account.
i sent them the documents the same day, then recieved an email from them saying that i had to get the documents notarised within 7 days! i had to take time off work to vistit a solicitor and get my documents notarised. The notary stamped and signed the 4 documents that the casino had asked for and gave me the copies.
i emailed the notarised documents to the casino on 12/4/17 and heard no reply - despite chasing them up - until 20/4/17. i recieved an email from them saying that in order to fully complete the verification process they needed to call me! i asked them to call me any time after 4pm which they did not manage until they called me on saturday 22nd april. the guy i spoke to said that was fine and my acount was totally verified and my money would be released immediatly!
Great i thought, finally! Until today 26/4/17 they have sent me an email saying that they need notarised documents from me within 7 days, with no reason why!!
As you can see from above it takes an age to get a reply to emails from them. i queried the reasons for this request on chat to first be told the photos of the notarised documents i sent were not clear enough- they were perfect photos, then to be told the email needs to come directly from the notary! then to be told that the notary needs to confirm in writing that he has notarised the documents! he has clearly stamped and signed all the documents so i cannot understand what the problem is!
It just seems like Maxiplay casino are delaying paying me in the hope i will give up on my money. i have jumped through all the hoops they have set and still this is not good enough and i just do not know where to go from here.
Please help!
i sent them the documents the same day, then recieved an email from them saying that i had to get the documents notarised within 7 days! i had to take time off work to vistit a solicitor and get my documents notarised. The notary stamped and signed the 4 documents that the casino had asked for and gave me the copies.
i emailed the notarised documents to the casino on 12/4/17 and heard no reply - despite chasing them up - until 20/4/17. i recieved an email from them saying that in order to fully complete the verification process they needed to call me! i asked them to call me any time after 4pm which they did not manage until they called me on saturday 22nd april. the guy i spoke to said that was fine and my acount was totally verified and my money would be released immediatly!
Great i thought, finally! Until today 26/4/17 they have sent me an email saying that they need notarised documents from me within 7 days, with no reason why!!
As you can see from above it takes an age to get a reply to emails from them. i queried the reasons for this request on chat to first be told the photos of the notarised documents i sent were not clear enough- they were perfect photos, then to be told the email needs to come directly from the notary! then to be told that the notary needs to confirm in writing that he has notarised the documents! he has clearly stamped and signed all the documents so i cannot understand what the problem is!
It just seems like Maxiplay casino are delaying paying me in the hope i will give up on my money. i have jumped through all the hoops they have set and still this is not good enough and i just do not know where to go from here.
Please help!
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