Maxiplay not paying me 2918

Chrissiboy

Dormant account
Joined
Aug 24, 2016
Location
leeds
I'm Having huge problems with Maxiplay not paying out a 2918 pound win from their welcome bonus. I signed up to Maxi-play on the 20th of September and decided to accept the welcome bonus (I deposited 100 and got a 200 bonus).

I went on to chat to confirm a couple of things before playing to make sure I didn't do anything wrong, the main thing I wanted to check was if there were any games I wasn't allowed to play whilst I had an active bonus and also to check about the max bet allowed with an active bonus. I was told I was allowed to play any games and that the Maximum I could bet with the bonus was 10 (which is confirmed in the chat transcript).

I never bet 10 on a slot I just don't have that kind of money so I started playing at 4.50 a spin and as I played different games the bet was changed but the maximum I bet was 5, So half of what I was told the maximum bet I could play, I played over the course of just over a week to finish the wagering (20th/09-29th/09th) and I have an excel sheet breakdown they emailed to me with all the games and bet sizes I played.

They aren't disputing the fact that 5 is the maximum I bet they just seem ignorant to the fact I have a saved chat transcript that I was told the max bet was 10 from their staff member. I have been going back and forward with them and I really don't know the next step.

Before any of this happened I was messed around for nearly 2 weeks asking for documents and things that just weren't necessary. I set up dates and times for them to call me as I had to work it around work but they never contacted me. Any time i went to the chat i just got got that the technical department is dealing with it or that they aren't available but will be in touch which just dragged on for a long time.

I haven't been sleeping for a few days and really can't believe what they're doing to me, I mean it's nearly 3 months wages for me so its a heck of a lot of money. I wondered if you guys could help me out and if you need more details of course I have the chats saved and I will attach it to the post to let you guys see the original confirmation of the max bet i got told.

I feel like if you could help me out with some info or something like I've seen you do on previous posts being a mediator or something just to help me get sorted please I am really worried they are going to screw me and it just seems very unfair. I do feel close to a nervous break down as daft as it sounds but it's just so much money.

Thanks for any help you guys can give me.
 

Attachments

  • Maxiplay.PNG
    Maxiplay.PNG
    19.9 KB · Views: 245

Chrissiboy

Dormant account
Joined
Aug 24, 2016
Location
leeds
Complain to UKGC

Hey guys, i have been tinkering over this and i am really at the limit on what to do so i am going to complain to the gambling commission. Do any of you guys know the process for this or do i just write them an email. any help appreciated please.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Hey guys, i have been tinkering over this and i am really at the limit on what to do so i am going to complain to the gambling commission. Do any of you guys know the process for this or do i just write them an email. any help appreciated please.

The UKGC does not deal with player complaints. Each casino holding a UK license needs to have in their Terms a designated ADR (Alternative Dispute Resolution), that is where you would have to submit your complaint.

MaxiPlay has two options on its website:

- AskGamblers (click on Menu/Complaints on the Maxiplay website)
- IBAS which is specifically for UK players. (click on Menu/Terms&Conditions on the Maxiplay website, scroll down to paragraph XIV. Disputes)

You can chose which one to use but do not submit it at both simultaneously. I would go with AG first.

Capture 745.jpg

Capture 746.jpg
 
Top