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Payment of my last winning is delayed more than a month. Previous withdrawals were completed successfully. I requested my last withdrawal on 11.11.2025, which was declined due to technical issues and I submitted a new request on 29.11.2025. Casino does not reply to my messages and email. I don#t know the exact reason of the delay. Please help me to contact the casino and get my payment finally.

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Dear jjorusovich,

Thank you very much for submitting your complaint. I’m sorry to hear that your most recent withdrawal request has been delayed for such a long time, especially after previous withdrawals were processed without any issues.

Before we reach out to the casino, I would like to clarify a few points to ensure we understand the situation correctly:

• Was this withdrawal made without any active bonus, or was there a bonus involved before or during the gameplay that generated these winnings?
• Did the casino provide any explanation in writing when the first withdrawal (from 11.11.2025) was declined due to "technical issues"?
• Have you completed KYC verification, or did the casino request any additional documents recently?
• Do you still see the withdrawal request as "pending" in your account, or has the request disappeared from your transaction history?

If you have any screenshots of the pending withdrawal or communication with the casino (even short replies), please upload them here or send them directly to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have this information, we will contact the casino to ask for an explanation and the status of your payment.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I used bonus but deposited my amount also and completed wagering.

I uploaded requested documents. Casino didnt request any additional documents after that.

I got an email again on 30.12.2025 that withdrawal failed due to technical issues. Amount is now on my casino balance.

I forwarded the email to you.

Dear jjorusovich,

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, Lala ([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.

Hello jjorusovich,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetMaximus Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Dear Nadia,

Thank you for your prompt response and for confirming the status of the player’s current withdrawal request.

To ensure full transparency and to help the player understand the situation clearly, I kindly ask the casino to provide a few additional clarifications:

1. Could you specify the exact nature of the repeated "technical issues" that prevented the successful processing of the November 11 and December 30 withdrawal attempts?

Since previous withdrawals were completed without difficulties, the player is understandably concerned about the cause and recurrence of these failures.

2. Is there an estimated timeline for the review and completion of the current withdrawal request submitted on January 2, 2026?

The player has already been waiting for over a month, so any clear timeframe would be highly appreciated.

Providing these details will allow us to better understand the situation and ensure that the player receives accurate and timely information.

We appreciate your cooperation and look forward to your reply so we can assist both parties in resolving this matter efficiently.

Thank you in advance.

Hello jjorusovich and Lala,

Thank you for your response. For clarity and proper assessment of the player’s complaint, I would appreciate confirmation on the following points:

1. Could you specify the exact nature of the repeated "technical issues" that prevented the successful processing of the November 11 and December 30 withdrawal attempts?

Since previous withdrawals were completed without difficulties, the player is understandably concerned about the cause and recurrence of these failures.

The casino has been taken over by a new owner and as such is operated by a different company. This of course involved setting up new credentials and contract with payment processors and in some cases we were unable to process requests that were placed with the old credentials. The issues were minimal for most methods but we experienced extended delays for less used payment methods and currencies (such as the case for this player).

2. Is there an estimated timeline for the review and completion of the current withdrawal request submitted on January 2, 2026?

The player has already been waiting for over a month, so any clear timeframe would be highly appreciated.

We expect the transaction to be processed within a few days, once we can confirm that there will be no further processing issues for this specific case.

Kind regards,

Nadia I

Hi Nadia,

Thanks for the update and for explaining what caused the delays — that helps clear things up.

When the player’s withdrawal of $1,198 is finally processed, could you please let us know here in the thread?

A quick confirmation from your side will help us keep the player informed and make sure everything went through smoothly.

Looking forward to your update once the payment is completed.

Dear jjorusovich and Lala,

I can confirm that the payment has been successfully processed and credited to the player’s wallet today.

Should you require any further clarification or assistance, please do not hesitate to contact us.

Kind regards,

Nadia I

Hello,

I confirm receipt of payment.

Thank you both very much for resoving the issue.

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

Dear jjorusovich,

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,

Lala