Casino MaxCazino - Il giocatore non è in grado di ritirare le proprie vincite.

I can't make my withdrawal, I've already sent all the necessary documents and so far nothing. I'm not the first to have this problem.

I JUST WANT TO WITHDRAW MY MONEY

Não consigo realizar meu saque, já mandei todos os documentos necessários e até agora nada. Eu nao sou o primeiro a ter esse problema.

EU SO QUERO SACAR MEU DINHEIRO

Dear Denival,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you have a withdrawal request that has been pending for a long time? Or are you not able to request the withdrawal at all?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

My request has been pending for a long time.

There were times I made the request and after a while they canceled, I already sent everything to them.

I made the withdrawal request and so far it is as "performing".

A minha solicitação está pendente a muito tempo.

Teve vezes eu fazia a solicitação e depois de um tempo cancelavam, ja mandei tudo para eles.

Fiz a solicitação do saque e até agora esta como " realizando ".

It's like this now "performing"

Esta desse jeito agora " realizando "

Thank you for your reply, Denival. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

I was never able to withdraw, they kept asking for documents and I sent everything, they already sent the KYC and I already sent it.

But now they don't answer me anymore, I send a message to support and get no response. I email them and they don't respond either.

A neglect.

Nunca consegui retirar, ficavam pedindo documentos e eu mandei tudo ja mandaram o KYC e ja mandei.

Mas agora eles não me respondem mais, mando mensagem no suporte e não obtenho resposta. Mando no e-mail e não respondem também.

Um descaso.

Have you received any confirmation regarding successful verification? Have you accumulated your winnings with or without an active bonus, please?

They don't answer me anymore.

I didn't get any casino bonuses.

I just want to make my withdrawal.

Eles não me respondem mais.

Eu não peguei nenhum bônus do cassino não.

So quero fazer minha retirada.

Thank you very much Denival for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Denival,

I looked at your complaint and will do my best to help you. I would like to invite Casino MaxCazino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello, please accept our apologies for the long response, we are looking into your request, we will get back to you as soon as possible.

Dear Denival, we are waiting for confirmation of the address indicated in the account, we remind you that your name must be indicated there. The previously submitted document (07-02-2022) is of very poor quality, does not contain your name and cannot be accepted. On the day of your last letter (07-02-2022), this information was provided to you.

Please send a document that meets the requirements for passing the KYC procedure.

Regards,

MaxCazino Team

The only proof of address I have is that one.

I live with my parents, everything is in their name.

I'm not the first person with this problem.

O único comprovante de endereço que tenho é aquele.

Eu moro com meus pais, fica tudo no nome deles.

Eu não sou a primeira pessoa com esse problema.

Dear Denival, please send us the full version of the document (so that all 4 corners can be seen) to: help@maxcazino.com

Regards,

MaxCazino Team

I already sent it by email.

The document has about 3 pages and will be visible My full name and address.

Já mandei no e-mail ja.

O documento consta umas 3 paginas e vai esta visível Meu nome completo e o endereço.

Dear Denival, I asked colleagues to process your request as soon as possible, you will be answered by your email address as soon as possible.

Due to the fact that we have not received a response from you since February 7, we ask the administration to close this complaint in order to resolve the issue in a regulated format.

Regards,

MaxCazino Team

I'm waiting.

Estou no aguardo.

Dear Denival,

let me know when you'll receive your winnings, please.

Good afternoon.

I'm still waiting for the winnings.

Boa tarde.

Eu ainda estou no aguardo dos ganhos.

Please, wait a few more days, if you'll not receive the money I'll investigate with the Casino.

Dear Denival,

our accounting department confirmed that your request for payment was processed yesterday.

Regards,

MaxCazino Team

Dear Denival,

did you receive your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Even if we assume that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.

The player can ask to reopen this complaint anytime.