BetMaximus Casino - プレイヤーの撤退が遅れています。

I withdrew 697 USD on November 1st.

However, the withdrawal was not approved and was canceled on 11/28.

When I contacted support, I was asked to apply for withdrawal again, so I did so.

As of December 10th, withdrawals are still not approved.

When I contacted support, they said they couldn't answer my question because the finance team isn't involved.

11/1に697USDの出金を行いました。

しかし、出金は承認されず11/28にキャンセルされました。

サポートに問い合わせたところ、再度出金申請を求められたので、出金申請を行いました。

12/10現在でも出金は承認されません。

サポートに問い合わせても財務チームは関わっていないので答えられないとの回答です。

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.

Stay safe.

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.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?
• Which payment method have you selected for your withdrawal requests? Have you used the same payment method for depositing?

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

Best regards

Veronika

Have you ever successfully withdrawn money from this casino? → Yes

Have you passed the full KYC verification? Or at least submitted your ID to the casino for verification? → I have submitted my ID

Did you collect your winnings with or without a bonus? → I received a free spins bonus

What payment method did you select for your withdrawal request? Did you also use the same payment method to deposit? → Withdrawals are in cryptocurrency.

The same goes for deposits.

これまでにこのカジノから出金に成功したことはありますか?　→あります

完全な KYC 検証に合格しましたか? または少なくとも検証のためにカジノに身分証明書を提出しましたか?　→身分証明書は提出しました

ボーナスあり、またはボーナスなしで賞金を貯めましたか?　→フリースピンボーナスを貰いました

出金リクエストにどの支払い方法を選択しましたか？また、入金にも同じ支払い方法をご利用になりましたか？　→出金は仮想通貨です。

入金も同様です。

Could you please send me a screenshot or a link to the free spin bonus you activated and played with?

Also, kindly forward to me all communication between you and the casino's customer support regarding the cancellation of your withdrawal request at veronika.f@casino.guru.

I appreciate your cooperation.

It's outdated so I haven't saved it.

The same goes for support interactions.

過去のものなので保存していません。

サポートのやり取りについても同様です。

I contacted support but only received a template reply.

サポートに連絡しましたが、テンプレの返信しか貰えません

Hello karuro25,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear karuro25

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, Lucia (lucia.s@casino.guru). 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,

Veronika

Hello karuro25,

My name is Lucia 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,

Lucia

Hello karuro25 and Lucia,

I hope you are both well.

I have reviewed the player’s account and can confirm that the withdrawal was successfully processed and paid on December 29, 2025.

The transaction can be verified at the following link:

https://tronscan.org/#/transaction/6e419405ee047edfb5e17702cb843a5b3e88900e9b8516723369f56e5ac50311

Please let us know if you require any further clarification or assistance.

Kind regards,

Nadia I.

Dear Nadia,

thank you very much for the update.

Dear karuro25,

Could you please let us know whether you've received your withdrawals?

Withdrawal received.

Dear betmaximum,

I would like to know why the delay was so long this time.

引き出しは受け取りました。

betmaximum様

今回、なぜ遅延がこんなに長くなったのか理由を知りたいです。

Dear karuro25,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you require further information regarding the delay in your withdrawal, we recommend contacting the casino directly via email or through their available contact channels.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Lucia S 

Casino.Guru