Complaint #3 Mirax Casino

Bonus Issue Nightmare

By kyky73

3 years ago

Message on forum

Hi,

I accepted a deposit match bonus offer which was offered via email to me. The offer was for being with the casino for 6 months of which I chose the second option (code 6MONTHS2) being 100% match bonus up to $100. I deposited $100 and received the match bonus of $100 ok.

The only different terms (aside from their standard bonus terms and conditions) stated on the actual email were that you had 3 days to wager. No problem.

My first issue was that they had a higher wager of 45x (should be 30x) and a max bet of $1.60 (should be $9). I spoke to chat and it was pretty much “oh well I can’t change it”. I said there was no where in the email nor their bonus t & c. They said oh the website terms and conditions don’t apply for that one. Huh?? If that’s the case then you state the particular T & Cs in the email. They couldn’t send it to me either. I have screen shots.

In any case I just wagered it rather than get nowhere and stress myself out - it’s supposed to be fun! So, I finally complete the wagering and have around $1150. As soon as wagering completed - the balance went to $200. No no no I thought. It’s no max win at this casino and the chat also confirmed this (even though they couldn’t fixed the other stuff). I contacted chat and no one fixed and I get the usual “we’ll have someone contact you” but I never hear back. I have screen shots of the promo and all chats.

Can you please help.

Thank you

Disputed Casino Mirax Casino

Reason Bonus not given

Amount $1150

Discussion

AskGamblers

• Support Team

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

kyky73

• 4 reviews

3 years ago

To be honest, it’s not fair to offer the balance owed to me as a bonus I’ll have to wager?? It’s poor form from this casino but I will have to accept it as I just want the nightmare over. The stress isn’t worth it. I no longer trust this casino and this will be my last time with Mirax.

AskGamblers

• Support Team

3 years ago

Dear @kyky73,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue 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 complaint 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.

Thanks in advance for your cooperation.

Mirax Casino

• Representative

3 years ago

Dear Kylie and Administrator,

We appreciate your feedback and apologize for the occurred situation.

In light of your feedback, we have reviewed our decision and offered a more satisfactory resolution. As an exception, we have credited 1150 AUD to the player's account as a bonus with the following conditions:
Max bet 9 AUD
Wager x5
Max cashout x10

Thank you for your understanding. We hope to have the opportunity to provide you with a more positive experience in the future.

Kind regards,
Mirax Casino team

Mirax Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $2,046

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Mirax Casino Complaints

See all complaints for this casino

Account lock

I deposited played bonus and won. They locked my account so they don't have to pay me or refund me. This has been over a month and they keep saying it is ok no it's not this is about getting ridiculous. Just give me my money back or open my account. It's all because I won and they don't want to pay me what I won at this point it's been over a month and I just want what they owe me please help.

Resolved

Intentionally delaying verification process

Good day everyone,

I'm not able to withdraw my winning from Mirax Casino cause of a verification issue. As we all are aware how most verification process works. 1. ID/passport check; 2. address check; 3. payment check. I've been an online slots player for a while and understand the reason behind the process and have been repeating this process on quite some casino platforms..

It is the same for Mirax Casino, they have those 3 points. And all 3 have been verified, but it is not enough and they also require a selfie ID, handwritten date name of the Casino AND my whole hand has to be on the same picture. No big deal, some of us are familiar with that. So I did the process and uploaded selfie, and this is where the problem start. I've sent them about 6-7 pictures and they keep coming up with excuses such as, the quality picture is bad, you need to stay further away from the camera, now you are TOO far from the camera, we can't see your whole hand and so on and on. Each time, I follow their instructions just to come to the conclusion I just end up at square one which is the very first selfie I have sent them. And the cycle of excuses restart. At this point they will not acknowledge any selfie I'm sending in as they do not want to allow me to withdraw my money but put it back in the casino instead.

I see no choice but to have to ask AskGamblers team for their help to resolve this matter. Attaching the conversation with Mirax Casino supporter and some selfie example as proof.

Thank you in advance, hope you guys can help me out. Best Regards

Resolved

€3,000

MIrax Casino - Delayed withdrawal for the next 14 days 3400 EUR

Dear Askgamblers,

My experience at Mirax casino turned from a great joy to a great nightmare. I was successfully verified in the casino. I did not use any bonus for my transfers (total value: 1500 EUR!).

After playing for some time, I managed to win 3400 euros. I immediately verified my account and immediately made a withdrawal via Neteller. First, the casino claimed that they had checked the payout and that it was in the processing phase. Then I got a message from them that I entered the wrong email and that I can now wait for the next 14 days, when the payment will be possible. What worries me here is the fact that they don't want to give me the email I used for the payout, and they also don't want to give me the Neteller ID transaction. Never in my life has it happened to me that I entered the wrong email. Also, waiting 14 days for a solution is a very long time. I have already written to Neteller, I will try to speed up the whole process, I would also like Mirax casino to help me with this.

I repeat: I have never used the wrong email. Also, I don't get a Neteller transaction id from the casino, so I sent an email to Neteller as well.

One more time: my deposits to the casino site are in total of 1500 euros, and currently my profit in the amount of 3400 euros is also in the "clouds". So all in all, almost EUR 5,000.

I will add all print screens that should be helpful in that case:

1) my successful verification

2) my successful deposits

3) status of my withdrawal

4) neteller answers

5) casino answers

I really hope all of us can help me to get money faster.

Best regards,

Resolved

€3,400