Max Vegas Casino - A retirada do jogador é atrasada e os jogos ficam inacessíveis.

I requested a withdrawal on 27-04-24 for the minimum of $50 USD in Bitcoin, but as of 7-05-24, I've received nothing.

I tried to get in touch with customer support but I'm getting no response.

Now, my casino account won't even let me open the games...

I'm currently waiting on a withdrawal for $247.00 USD.

Solicité el retiro el día 27-04-24 por el mínimo de $50 usd en Bitcoin hasta el día 7-05-24 aún no había recibido nada

Intenté comunicarme con el soporte pero no recibo respuesta alguna

Y ahora en mi cuenta de casino ya no me permite abrir los juegos...

Actualmente tengo pendiente un retiro por $247.00 Usd

Hello monchosmox

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Max Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I tried to verify my account from 04-23-24 to send my documents but I did not receive a response from the casino so on 04-27-24 I sent them again

But I never got any response.

At first I used a welcome bonus but after meeting the wagering requirements I guess it would be real money...(Photo)

The casino never responded in the live chat, they just said that they were not available at the moment.

And I never received a response by email.

So you could say I never spoke to them...

Intenté verificar mi cuenta desde el día 23 -04-24 envíe mis documentos pero no recibí respuesta del casino así que el día 27-04-24 volví a enviarlos

Pero jamás obtuve respuesta alguna.

Al principio use un bono de bienvenida pero después de cumplir con los requisitos de apuesta supongo que seria dinero real...(Foto)

En si el casino nunca respondió en el chat en vivo solo decían que no estaban disponibles por el momento

Y por correo nunca recibí respuesta

Hasi que podría decirse que nunca hablé con ellos...

Hello monchosmox and thank you for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I understand and appreciate the attention provided...

Thank you...👍

Entiendo y agradezco la atención brindada...

Gracias...👍

Hi monchosmox,

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. We'll see what can be done when 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 if you have received all the documents from the player? What is the status of their verification? Is the unfinished KYC the only obstacle before processing the withdrawal request?

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

Greetings...

I thank you very much in advance for your help.

I will explain my case a little

•My account is not verified...

(I submitted documents for KYC verification but did not receive any response from the casino)

•I tried several times to contact him/her but I did not receive any response...

❌(@Mail - Live Chat)

•The profits were obtained...

By meeting the specified wagering requirements...

(Bond)

•After a few days when I accessed my account and tried to play slots or Live Casino...

This did not open any of the games

Saludos...

De antemano agradezco mucho su ayuda..

Explicaré un poco mi caso

•Mi cuenta no está verificada...

(Envíe documentos para la verificación KYC pero no recibí respuesta alguna por parte del casino)

•Intente varias veces contactar con el/ellos pero no recibi respuesta alguna...

❌(@Mail - Chat en vivo)

•Las ganancias las obtuve...

Al cumplir con los requisitos de apuesta especificados...

(Bono)

•Pasados unos días al acceder a mi cuenta e intentar jugar en tragamonedas o Casino en vivo...

Esta no abría ningúno de los juegos

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.

Sincerely...

Casino guru

I thank you in advance for the attention given on your part.

But the truth is that I doubt that my case will be resolved or that the casino will give any response...

Since a few days ago I tried to access the same page but without success (I don't know it just happened to me but the page doesn't even open or load anymore) Although the emails continue to arrive normally.

That's why I doubt I have any answer...

I say goodbye but not before thanking you again for your attention...

Atte: "monchosmox"

Un saludo cordial...

Casino gurú

De antemano agradezco la atención brindada de su parte

Pero la verdad es que dudo en que mi caso se resuelva o que el casino de respuesta alguna...

ya que hace unos días intenté ingresar a la página de este mismo pero sin éxito (No sé solo me pase a mi pero ya ni siquiera se abre o carga la página) Aunque los correos siguen llegando con normalidad.

Por eso que dudo tenga respuesta alguna...

Me despido no sin antes Agradecer de nueva cuenta por sus atenciones...

Atte: "monchosmox"

Dear monchosmox,

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