BetMaximus Casino - Výběr hráče je zpožděn kvůli problémům s ověřením.

Hello, I made my first deposit at the casino, and in the meantime, I sent all the documents for verification on 11/11/2024, but I still haven't received the confirmation email.

Meanwhile, I deposited €20 to receive the bonus that was offered to me: 360 free spins with no wagering, winning €100, which I then requested to withdraw.

What do I need to do to find out the status of my account verification and receive my winnings?

Thank you very much for your attention.

Salve ho effettuato il mio primo deposito al casinò, nel frattempo ho inviato tutti i documenti per la verifica in data 11/11/2024 ma ancora non ho ricevuto l email di conferma

Nel frattempo ho depositato 20€ per il bonus che mi e stato offerto 360 free spin senza scommessa, vincendo così 100€ le quali ho richiesto il prelievo

Cosa devo fare per sapere a che punto e la verifica del mio conto gioco e ricevere la mia vincita?

Grazie mille per l attenzione

Dear Stefy0,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When did you request the withdrawal?

Could you please share your communication with the casino regarding the withdrawal and verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

They don't want to accept my bank statement because it's from an online bank, crazy stuff!!

I have sent you all the files to your indicated email

Thank you so much Guru

Non vogliono accettare il mio estratto conto perché e della banca online , ma cose da pazzi!!

Vi ho inviato tutti i file alla vostra mail indicata dominika.l@casino.guru

Grazie mille Guru

Hello Dominika & Stefy0,

`I checked the player's situation and the account has already passed the verification process.

For Proof of Address we only accept certain documents, statements from fintechs are not acceptable.

With regards,

Nadia I.

Dear BetMaximus Casino, thank you for the information provided.

Dear Stefy0, do you need any further assistance?

Hello dear Guru, I would like to know if I will receive my winnings now, thank you very much

Salve spettabile Guru, vorrei sapere se ora riceverò la mia vincita grazie mille

Dear GURU Casino

on the casino website I see the withdrawal still pending even though the account has been verified, why?

Spettabile casinò GURU

sul sito del casinò vedo il prelievo ancora in sospeso anche se il conto e stato verificato, come mai?