CasinoMax - Il prelievo del giocatore è stato confiscato.

I wanted to self exclude for 2 weeks and they said my withdrawals would go through. However they cancelled all my payments and will not pay me my winnings and instead of paying me my $43,000, they only gave me my deposit back.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How has the casino explained the confiscation of your winnings?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
• Could you please specify the reason for your 2-week self-exclusion request?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

How has the casino explained the confiscation of your winnings?

I am sorry to say that after carful consideration we have concluded that the initial approach taken by the casino was the correct one. This is down to the reason for the closure being a "Self Exclusion" which in the industry would be interpreted as issues with gambling, and as such this supersedes anything else - we would have to follow our duty of care policy and close the account.

As there were still winnings on the account the cashier manager took the additional step to refund all deposits made to the account so that you hadn't lost any funds within the casino. This was on top of the $4000 payout already processed prior to your account closure request.

What types of games did you play?

Blackjack and Baccarat

Did you accumulate your winnings with or without a bonus?

Without a bonus

Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

Yes I have passed fully the verification

Could you please specify the reason for your 2-week self-exclusion request?

I wanted to take a break in the gaming and come back later

Thank you for your reply. Please forward me the account closure requests you sent to the casino, along with the casino's responses at [email protected]. Please include all the communication regarding the self-exclusion requests you made in this casino. Thank you for your cooperation.

Hello I sent you the emails. Please let me know if you need anything else

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jaysano,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from CasinoMax to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear CasinoMax,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hi all, firstly, thank you for taking the time to raise this and discuss the situation at hand.

I've had a look at the account and will try and provide the required information and clarify the standpoint of the casino to help aid this complaint.

August 9th, the player came through and stated he's looking to "take a break" from gambling.

The account closure form was issued and the reason stated on the form was "Reason: Need to take a break, I’ve been gambling too much"

From a responsible gambling standpoint, which the casino take extreemly seriously, the decision was taken to close the account following the players realisation that they were in a situation gambling, making high value bets and it seems they felt they weren't in control anymore. As part of this process, all deposits are refunded and any remaining balance is removed.

The casino manager reached out to the player on August 14th to explain the decision taken and to offer further support...

"Hi Jayson,

I hope you're doing well.

I’m getting in touch to confirm that your account has been successfully closed, following your request to take a break from gambling. We understand how important it is to recognize when it's time to step back, and we fully support your decision.

As part of the closure process, your recent deposits have been refunded. These have been returned to your original payment method and should appear in your account shortly, depending on your bank’s processing times.

Please note that any pending withdrawals on your account have been cancelled as part of this process.

If you ever feel the need for additional support or resources, we encourage you to visit our Responsible Gaming page here: https://www.casinomax.com/info/responsiblegaming/. It includes helpful information and tools designed to support safe and responsible play.

If you have any questions or need further assistance, feel free to reach out at any time.

Kind Regards,

Casino Max Team"

The player received their full $10,000 in deposits back, processed on August 14th on top of their cashout of $4,000 on July 29th.

Gambling should be fun and when it becomes a problem this is taken seriously by the casino in order to keep our players safe and secure when playing with us online. As a responsible casino, we look after the best interests of our players, especially when things get tricky.

In this situation the player realised they were losing control of what their normal gameplay might be, and the casino was there to support that players decision. The timing was possibly unfortunate, but this could also lead into other possible difficulties further down the line if chargebacks were presented.

As a casino we feel the right steps were taken to help support this player and we stand by our offer of additional support, should they wish to take us up on that. We don't wish to see any player unhappy, but at the same time, we look out for the players best overall interests.

I was informed I would be getting my other $33,000 and just wanted to take a break for 2 weeks as stated. I didn’t want to forfeit my account and lose my additional $33,000.

No where did it state I wouldn’t be able to get my winnings. In fact your agent said I would still be able to get my withdrawals processed, which it wasn’t and in fact cancelled.

As far as I can see, there was no mention of a 2 week break in your communications with the casino agents or on the account closure form. I only see it mentioned here at CasinoGuru.

On August 14th, the detail related to the refunds was explained in the email sent as detailed in my previous reply, so it does sound like you were misinformed for which we can only apologise for. When players mention about taking a break due to their gambling habits potentially being out of control, the casino has to react as we have a responsibility to you as our customer.

Problem gambling is a huge issue for both a player and the casino and, it's an area in which we take very seriously. So when we're contacted by a player suggesting that they're not feeling in full control of their gambling, then the risk to both player and casino is amplified and the casino needs to take action.

We appreciate your position and situation, and it's a difficult one for sure. However, the casino has acted in a responsible manner in taking the steps discussed above in a difficult and sensitive case.

Your agent said it would be possible to return per my return of 2 weeks.

That's aside from the fact that I would be able to withdraw my earnings, which wasn't fulfilled.

Dear CasinoMax,

Thank you for your clarification. Based on the information provided, the matter appears straightforward. Whether or not the player requested self-exclusion does not give the casino the right to confiscate his winnings or pending withdrawals that were present in the account at the time of the request.

The purpose of responsible gambling measures is to protect vulnerable players from further harm, not to retroactively void funds that rightfully belong to them. Once a player discloses a gambling problem and the casino acknowledges this by processing an account closure, the protection should apply prospectively - preventing further play and losses. However, it cannot be applied retrospectively to funds already in the account.

Applying such measures after a simple "take a break" request also appears excessive, though we acknowledge this approach may be intended to safeguard certain players. That said, voiding winnings accumulated prior to the closure is both unfair and unacceptable. It does not align with the principles of responsible gambling as you stated.

In light of this, we strongly recommend that the player be refunded in full for the balance that was present in his account prior to closure. Based on the facts available, I do not see room for negotiation on this matter.

Thank you for your understanding, and we look forward to your response.

Hi, sorry for the delay in reply, I've been out of the office.

Let me have a catch up with the team at CasinoMax and see what their stance is on this.

I believe there are also greater risks involved in paying out the full sum. The style of gambling in such a short space of time, did show concern once reviewed. Also, the risk of further action from the player is also considered significant. So there are more factors at play here.

Let me come back once I have more information.

Dear CasinoMax,

I’m reaching out to follow up on my previous inquiry from last week. Could you please let me know if there have been any updates or if you’re able to share additional information at this time?

Thank you.

Hi all, having discussed this at length this week with upper management we have come to a conclusion.

We have looked at the case in detail and do acknowledge that there was a failing on the customer support member that did give incorrect advice at the time. This was corrected with the player in an email shortly after by the team at CasinoMax. Again, we hold our hands up and can only apologise for that error. The member of staff concerned has been spoken with and a learning case has been applied to help prevent this in the future.

That being said, this error does not override the terms and conditions of the casino itself. As a responsible casino, the team at CasinoMax can be comfortable in the knowledge that the all correct procedures were actioned, post receiving information of a players concern about their own game play. Upon reviewing their account (at the time and this week), it was clear that the bet amounts seemed to be increasing to, and beyond points which would cause concern from our accounts and security team.

The player has had all deposits refunded to the value of $10,000 and had a further cashout approvded of $4,025 which occured before the event, on July 29th. The player account was then closed in line with company protocol when dealing with problem gambling.

It's a fine line, and one we tread carefully due to the emotion that comes hand in hand with gambling. CasinoMax has reviewed every aspect of this case and has confirmed that the decisions taken at the time, were correct for the circumstances that were presented and within the company guidelines in relation to any reported aspect of problem gambling.

We understand the players frustrations but at the same time, we're unable to change the decision originally made on this occasion, as we followed company policies and terms and conditions throughout. The player remains up overall and we wish them the very best going forward.

How was it corrected in an email? All I wanted was to take a break in order to cool off, in which your customer support member gave the wrong advice and it was the cost of $33,000. That is inexcusable, $33,000 is not a small sum of money.

No where in the terms and conditions did it say I would not get my winnings. This is unfair and unjust. I did not breach any of the rules and regulations per your terms and conditions.

I've requested the case to be escalated and re-examined. This could take some time, so please bear with me while this is completed.

Dear CasinoMax,

I would like to follow up on the escalation mentioned earlier. Could you please provide an estimated timeframe for when the re-examination is expected to be completed?

Thank you for your assistance.

Hi Kubo, one of the managers will be following up with the player to discuss directly.

I'll feedback when I know more, or the player may also feedback as they'll know more before I do.

We've made two attempts to call the player. No answer on either occasion.

Maybe the player can call in and ask to speak with the member of the team dealing with this to coordinate a good time to call to discuss?

Dear CasinoMax,

Thank you for the information.

Dear jaysano,

I kindly ask you to cooperate with the casino representatives to help move this matter toward resolution. Could you please respond to the latest posts in this thread? Additionally, would you be able to arrange a suitable time for a call with a member of the casino’s team to discuss and resolve your issue?

Thank you for your cooperation.

Hello,

I have a call with Aiden from Casino Max on Wednesday. I will see if we can resolve this issue and will keep you updated.

Hello Kubo,

I have spoke to Casino Max and have come to a payment resolution. Once I have received full payment, I shall mark this case as completed.

Dear jaysano,

Thank you for sharing this great news! I’m glad to hear that you were able to reach a resolution directly with the casino representative. I’ll await your confirmation.

I believe the player had a successful call with our relivant managers and an agreement has been confirmed and agreed on both the money and this complaint.

CasinoMax would like to thank the player for their patience and understanding in this case and also CasinoGuru for their expert handling as always.

Dear jaysano,

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.

Hello I’m on the payment plan so I’m waiting on the other payments to come through. Once received in full I shall close the case

Thanks Jaysono!

I believe the first payment has now been received and we'll continue with the installments as discussed.

Thank you Everyone!

Dear jaysano,

Could you please confirm whether you have already received any of the installments? Are the payments being processed smoothly so far?

Dear jaysano,

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.

Hello Kubo,

I am still receiving the payment as scheduled. Will update once I receive payments fully.

Dear jaysano,

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.

From the casino side, as per the agreement between player and casino, all payments have since been made to the player and the balance is now zero, with the final payment being made on November 25th 2025.

From our point of view this case can now be marked as resolved.

Dear CasinoMax,

Thank you for the update.

Dear jaysano,

Could you please confirm whether your issue has been successfully resolved?

Thank you.

Issues been resolved thank you Kubo.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jaysano,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo