Queja #2 BetMaximus Casino

Monthly deposit limit not respected

Por vraiages

hace 1 año

Hello, i've requested to set a 25€ monthly deposit limit on my account the 21st of july. Casino support confirm me it was set the same day.

Despite i've already deposit more than this amount before the 21st of july, i was able to deposit 124€ with 6 deposits the 23rd of july.

I want a full refund of this 124€ as my deposit limit should block me at the first deposit i've made the 23rd.

I have attached emails and accounts captures to prove my request. I've contact casino by email, but have no reply since, the chat claiming sometimes deposit limit can be apply when the next month begin, but the reply i've received by email the 21 st doesn't inform me about that, only than the deposit limit has been set the 21st, so no more deposit should be accepted for july.

Best regards,

Casino en conflicto BetMaximus Casino

Motivo Límites de depósito

Cantidad €124

Discusión

AskGamblers

• Support Team

hace 1 año

Dear all,

Following a careful review and consideration of all the information presented by the parties during the complaint process and despite the AskGamblers Complaint Team willingness and effort to resolve the case, we came to conclusion that the player wasn't duly informed or aware that monthly limits start from the 1st day in the month. Instead, he was informed via email that the limits were set on 21st of July. According to responsible gambling guidelines, we believe deposit limits should be explained in a detailed and unbiased manner.

Therefore, we have no other choice but to close this case as Unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

In case Casino reconsiders it's decision and returns the player's deposits made after 21st of July, we would gladly mark the complaint as Resolved.

Also, we would like to advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity.

vraiages

• 3 Reseñas

hace 1 año

Hello,

Accordly to the terms and conditions i'm totally agreed of them, as askgamblers said nothing mentionning a delay for applying a monthly deposit. This is the only thing you have to respect, your terms and conditions.

And like everyone can see here in public, I already know how my complaint will be solved if it's going private with only you without askgamblers to help me, like you said you'll never refund me, and i know a direct complaint will never open to everything as we can see here with all the proof i bring to the table. I know it will be a lost case, as you're position is to make me guilty of something.

Regards

BetMaximus Casino

• Representative

hace 1 año

Hello AskGamblers Team,

It seems that we sent the last reply at the same time.

As stated in our casino's terms and conditions, we offer no refunds for funds that have been wagered and lost.

If the player wishes for his complaint to be reviewed by our management, then he will need to file it directly with our casino. I am only able here to offer solutions in accordance with the terms and conditions which the player agreed to.

In order to file a complaint with our casino the player first needs to verify his account. For this he will need to upload:
- photos of a valid passport (title page + biographical data page) or national ID card (both sides);
- a selfie of the player holding the passport open to the biographical data page;
- photo of a bank statement or gas bill or electricity bill - issued in the last 3 months showing the player's full residential address;
- photos of the card(s) used to deposit - front and back. On the front side the first 6 digits and last 4 digits of the card need to be visible (the rest can be covered). On the back side the cvv code should be covered. All other details should be visible.

The photos needs to be clear, in focus and have a high resolution. All four corners of each document needs to be clearly visible in the photo and no details should be obscured or edited (with the exception of the elements for the card mentioned above).

These can be uploaded directly by the player on the dedicated Identity Verification page.

Once his account is verified I can provide the rest of the information on how the complaint needs to be filed.

With appreciation,
Nadia I.

vraiages

• 3 Reseñas

hace 1 año

Hello,

Askgamblers reply to you if don't see it.

And yes i don't contact you immediatly, my last deposit was at 11:33 pm the 23th and i reply to you the day after the 24th at 7:16am, so in less than 8 hours.

Getting the things clear after a good night ...

But i'm really getting tired to spend all my efforts to prove my good faith, so you can continue to try to find someone against me, but now i stay until Askgamblers decide to close the case unresolved or your refund my money.

I've nothing to add.

Best regards,

Estadísticas de quejas de BetMaximus Casino

Resueltas 1 / 4

Cantidad promedio $845

Duración media de quejas 7 días

Tiempo de respuesta promedio 18 horas

BetMaximus Casino Quejas

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KYC verification taking too long

I have deposited into betmaximus.win and got some no wagering free spins. From those free spins I have won 400€. I have submitted my documents for KYC verification and got denied once.
Email screenshot attached.

After getting that email I have submitted different photos for verification less than 24 hours later.

I am still to hear from betmaximus.win's financial team.

Every time I start a live chat with them I get the same reply: "our financial team is working to get you verified as soon as possible."

After some time with 400€ in my balance I played with the said money and got up to 600€.

Screenshot of their verification site saying that verification takes 1-3 business days also in attachment.

Photo of my balance in attachment.

Screenshot of win logs with 2 times 300€ wins in attachment.

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I’m reaching out in the hope that a BetMaximus representative (or even someone from their sister site Goldwin) might be able to assist with a delayed withdrawal.

I initially had a £100 withdrawal approved, and my KYC was already completed and approved with no issues.

After that, I had a decent win—£3,800—and requested a £1,900 withdrawal on July 17th due to withdrawal limits. However, it’s now August 4th and I’m still waiting, with no clear update. I was also asked to reverify KYC, which I did promptly, but there’s been no further movement since.

Live chat support has been polite and responsive, but they clearly have limited access to what’s going on in the finance department. It’s becoming quite frustrating, especially considering how quickly my smaller withdrawal was handled before.

If a rep from BetMaximus or Goldwin (their known sister site) sees this, I’d really appreciate some help getting this escalated or resolved. I’ve followed every step required of me and just want to receive what I rightfully withdrew.

Thanks in advance,
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7243 Euro winnings from November still unpaid

I won €7,243 on BetMaximus on November 18th, 2024. Since then, I have been trying to verify my account, but every single document I upload gets rejected—no matter how many times I try or how many versions I send.

I’ve uploaded:

Multiple versions of my government-issued ID and passport

Screenshots and official PDF statements from my wallet (MiFinity)

Bank statements from my swedish bank for Proof of address

Bank statement from my revolut for Proof of Address

Document from swedish tax department for Proof of address

Everything has been declined without any clear reason or proper explanation. I’ve followed all instructions and uploaded directly through their platform, and also tried emailing them, yet nothing is ever good enough. The process is exhausting and feels deliberately obstructive.

I am simply trying to verify my account and withdraw the €7,243 I rightfully won. I need help to resolve this because I don’t believe I’ll get my money without outside assistance.

Please AskGamblers, help me get this sorted.

Thank you in advance,

Rechazada

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Multiple documents sent unable to verify account betmaximus

I won €1,414 on BetMaximus using their welcome bonus sometime in October 2024. Since then, I’ve been trying to verify my account to withdraw my winnings—but after countless attempts, I still haven’t been able to complete the process.

I’ve submitted multiple versions of my government ID, passport, and selfie with ID. I’ve followed every instruction they gave me, including obtaining a bank statement from MiFinity—the gaming wallet I used to deposit and play. Despite all this, my documents keep getting rejected.

One of the main issues they now claim is that the PDF bank statement from MiFinity is "too bad quality"—even though it was sent to me directly by MiFinity and contains all required details.

I’ve done everything I can possibly think of. At this point, I’ve lost count of how many times I’ve submitted documents and contacted support. I feel like I'm being run in circles with no intention of resolving the issue.

I genuinely don’t believe I’ll ever get my €1,414 out without outside help. I kindly ask AskGamblers to intervene and assist me in resolving this situation.

Rechazada

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Winnings Withheld Due to Unjustified Verification Issues

I won €3,500 on BetMaximus on October 29th, 2024. Since then, I have not been able to withdraw my winnings due to ongoing and unreasonable issues with account verification.

I have submitted all required documents multiple times, including:

A valid government-issued ID

A recent utility bill as proof of address

A screenshot of my deposit method

BetMaximus keeps rejecting my documents, claiming there are issues with the metadata. For me I'm not entirely clear what that means and the support team wont elaborate on the matter. After googling around I found out some more but from my understanding since I uploaded all the photos/documents directly from my phone there shouldn't be any problems with the metadata. I have not edited the photos in any way, the pictures from my id etc is taken directly from my Phone. I have not received any clear explanation or guidance on what exactly is wrong or how to resolve it.

This has been ongoing for months. It feels like BetMaximus is using these technicalities to delay or avoid payment altogether. I am fully willing to cooperate and provide any further documents needed, but I expect a fair and transparent process. After reading other complaints here on askgamblers it seemse like im not the only one having problems with this casino.

I respectfully ask AskGamblers to step in and help facilitate a resolution so I can receive my rightful winnings. I have nowhere else to turn as of now. I feel helpless when I keep getting the same message from betmaximus support team over and over.

Thank you in advance,

< full name removed >

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Refusing to verify documents and release my winnings

Dear AskGamblers team,

I am submitting this complaint regarding Betmaximus, where I won €7,865 on 12/12/2024. Since then, the casino has refused to process my withdrawal, despite my repeated and genuine attempts to provide the requested verification documents.

They requested the following:

A picture of my passport

A valid proof of address

Confirmation of my Revolut card

I have submitted all of these documents multiple times over the past few months. Each time, I made sure to upload the documents directly from my phone to ensure proper metadata since they complained about that the first time. I:

Took a photo of my passport directly with my phone and uploaded it

Downloaded a recent bank statement as proof of address to my phone and uploaded it

Downloaded the Revolut card confirmation via the Revolut app and uploaded it from my phone

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It feels like the casino is using this as a stalling tactic to avoid paying out my rightful winnings. I have done everything requested, yet there is no progress or clarity.

I kindly ask for AskGamblers' support in resolving this matter and ensuring that Betmaximus honors my withdrawal of €7,865.

Sincerely,

Rechazada

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I have been in the verification process for 2 months

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No resuelta