BetMaximus Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

Hello. Unfortunately, I am having quite a lot of trouble with this casino. I made my first deposit a few days ago and was initially shocked to find that the minimum withdrawal amount is $200. Luckily, I managed to get it up to $300. Immediately afterwards, I submitted all the KYC documents, which stated that the verification process could take three days. So far, nothing has happened with the KYC and the money is still pending.

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 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 list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hello, the documents seem to have finally been verified. After I made a deposit and won, I immediately submitted all the necessary information, such as the front and back of my ID, my address, and my payment was confirmed. My withdrawal has been pending since March 1, 2026. Unfortunately, support is being uncooperative when it comes to providing information about my withdrawal.

Quick ''update'': The money still hasn't been paid out, and customer service reserves the right not to say anything further about my payout. Never playing there again..

Update: Payment received. If you want your money as quickly as possible, you should avoid this casino.

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

Dear Kyuicide,

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,

Tomas