BetMaximus Casino - Гравець стикається із затримками з перевіркою джерела коштів.

My complaint pertains to lack of response regarding the Source of Funds I sent the casino.

I joined the casino on 27 October 2024 and deposited €180 and, while availing of the sign up bonus, built my balance up to just over €6000.

I provided photo ID and address verification as requested shortly afterwards. My submitted €2000 withdrawal hit my crypto wallet on 20 January 2025 and I subsequently requested a further €2000 withdrawal. This was rejected due to additional requirements relating to Source of Funds.

After some to-ing and fro-ing, on 2 March 2025 I sent the casino the Source of Funds documents and details. However, despite two chase ups, I have not yet heard back from them. I can still log in however.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process, but it definitely doesn't take months.

• Do I understand correctly that verifying your source of funds seems to be the only issue?
• Has the casino approved the rest of your documents?

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

Best regards,

Kristina

Hi Kristina

Thank you for trying to help me. To answer your questions:

Yes, at this stage, verifying Source of Funds seems to be the only issue. Once this is resolved, hopefully I will be able to withdraw my funds.

My passport has been approved. My proof of address might need updating with a new document due to the delay and so I will attend to this shortly.

Thank you very much for your reply. When was the last time you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi Kristina

A new development: I have been to the Verification section of the casino website to upload my address document and there is a little icon which I clicked on near to the Source of Funds section. It tells me to upload 6 months of bank statements and crypto history.

I will attend to this shortly, so in the meantime, are you able to put on hold this complaint or maybe extend the deadline by (say) 2 months?

Apologies for the inconvenience.

I apologize, but we cannot keep the complaint open for that long without any activity. However, verifying a few documents shouldn't even take two months. Could you please let me know when you provide the required documents? We will then proceed with this complaint accordingly. Thank you very much for your cooperation and understanding.

Hi Kristina

I understand and agree with what you are saying. My apologies for any confusion.

I have now uploaded the latest bank statements and proof of address to the casino's portal. The crypto history I have already provided.

Hopefully, this is sufficient and you may now proceed at your discretion.

Has there been any news since your last message? Has the casino already approved the newly submitted documents?

Doesn't seem to be any change. Kristina: I have emailed you the picture I see on the website.

Dear dsp99RF,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetMaximus Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetMaximus Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello dsp99RF & Romi,

Following a review of the account, the player is required to complete a Source of Funds verification.

This process involves submitting a written and signed declaration confirming the origin of the funds used for deposits, along with relevant bank statements demonstrating that the funds originated from the declared sources.

Kind regards,

Nadia I.

Thank you, BetMaximus Casino, for the update.

Dear user,

Please do as the casino requested and let us know the updates.

Thank you.

Respectfully,

Romi

Hi Nadia

The requested documents were emailed to your Finance team on April 9 2025. Please let me know if you would like me to re-send these documents.

Thanks

Hello dsp99RF & Romi,

Please be advised that the referenced documents are not marked as received on the account and have therefore not been reviewed by our team.

Kindly submit the required documents at your earliest convenience so we may proceed accordingly.

Kind regards,

Nadia I.

Nadia, I have resent the email and documents to your Finance department - please let me know if received.

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.

Hello all.

Dear BetMaximus Casino,

Could you update us regarding this case, please?

Dear user,

In what state is your verification now, please?

Thank you.

Respectfully,

Romi

Nothing has changed or updated on my Verification screen at the casino. It is still showing as follows:

Hello dsp99RF & Romi,

I will check the status with the team responsible and get back to you shortly.

Kind regards,

Nadia I.

Hello dsp99RF & Romi,

The team has informed me the submission is clear and the player will be updated via email tomorrow.

Kind regards,

Nadia I.

Thank you, dear BetMaximus Casino, for the information.

Dear user,

Please inform us about your updates.

Respectfully,

Romi