Gamblemax Casino - Il giocatore dichiara che il pagamento è in ritardo.

I won 81185 dollars from the above casino and have yet to be paid. I played out my bonus rules and was told that if I deposited 50 dollars my money would be sent within 72 hours. I am having issues with them answering my chats now and the last time they did I was told that due to lots of withdrawals being processed, it was taking longer than normal but if I wanted to deposit another 30 dollars then I would get my money within 5 mins. They have not asked for any kind of verification or anything.

Dear ambermorgan64,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ambermorgan64,

Have you received your withdrawal from the casino yet?

No Ma'am and they will not respond to me either.

Thank you for your reply, ambermorgan64. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

In the meantime, I strongly advise you to refrain from making any further deposits before this issue has been sorted out.

Dear ambermorgan64,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry still nothing from them. Now they want me to deposit 30 more dollars and they say I will have it within five minutes. I’m not falling for it I shouldn’t have to deposit 30 more dollars to receive the money I won after I already deposited fifty dollars.

Thank you very much, ambermorgan64, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you for all of your help I greatly appreciate it

Hello ambermorgan64,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Gamblemax Casino representative to join this conversation and participate in resolving this complaint.

Dear Gamblemax Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

i received an email from someone at the casino and gave them the screenshots of what he asked for but have had no response back and that was over a week ago.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan