Max Vegas Casino - プレイヤーの撤退が遅れています。

I've won off of their bonus after completing the wagering requirement. They have not communicated with me or honored the withdrawal. They have not responded to various emails chat messages and anything I've done communicate

Dear johndominick,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the link or the screenshot of the bonus you took?

Could you kindly advise when exactly you submitted your withdrawal request? What is the current status of your withdrawal request? Is it pending or has it already been processed?

Have you passed the full KYC verification?

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

Could you please send me the link or the screenshot of the bonus you took?

The website is down

Could you kindly advise when exactly you submitted your withdrawal request? What is the current status of your withdrawal request?

Is it pending or has it already been processed?

pending and i've had no response since 4/28

Have you passed the full KYC verification?

i've submitted the kyc info but nobody has responded

Thank you very much, johndominick, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.

Hi johndominick,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino, though it seems closed now. We'll see what can be done if they reply.

Dear Max Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear johndominick,

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,

Natalia