CasinoMax, Cherry Jackpot, Roaring 21 Casino, Spinfinity Casino, Slotsroom.com, Slots Ninja Casino Support and Complaints Thread

Hi all, it's good to be back! :)

I'm now representing a brand new RTG casino known as CasinoMax. There will be more casinos to come in the near future but for now, it's just Max!

I'll be here to assist you where possible or at least give our 24/7 support team a kick to get things moving if you're feeling stuck.

We've only been live a very short time but I am sure some of you will remember me and possibly others behind the scenes here? A lot of come with at least 8 years industry experience from working at another group and we're all looking forward to making the best possible casino for you guys to play at and for us to work for. We're all based in the UK and we'll all dedicated to our roles. It will be a lot of work and it is an evolving process so stick with us and we'll support each other as we progress.

Check out CasinoMax using the links on the forum and I wish you the very best of luck.

Chat soon.

Updated: 4th Nov 2017 - Cherry Jackpot added to the LCB lists

Updated: 20th April 2018 - Roaring 21 added to the LCB lists

Updated: 15th April 2020 - Spinfinity Casino added to the LCB lists

Updated 9th June 2021 - Slotsroom.com added to LCB

Updated 6th January 2022 - Slots Ninja Casino added to LCB 

Welcome to our forum. Hope you'll have a great time with us and our members.

Welcome to LCB forum! Thank you for being available to assist our members! 

Welcome, Martyn. Of course, we all know you. How could we possibly forget you?! 

Thanks for the intro and good luck with Casino Max. 

Cheers! 

Hello Martyn and welcome to LCB Forum 

Welcome to our community Martin!

Thanks all. Looking forward to the ride! :)

Welcome! Glad to have you back 

I have opened an account with Casino Max and tried to deposit with 2 different VISA's and both did not work. So no deposit has been made yet. I received an email stating to send all my verification info. Well, why? if my cc's won't work? Thanks!

Thank you, really looking forward to getting the cashbacks flowing. None so far, either everyones winning or you're yet to give us a try!

Let's go!

Hi Kathy, please can I ask you to contact our customer support team who will help you out with this. Players who verify their accounts have less issues when it comes to making deposits. Maybe this is the reason why?

Our guys are available 24/7.

Hopefully you get sorted out very soon.

Thanks for the support.

I've given our CS boss a nudge on this for you Kathy. 

I used the offered free bonus and opened an account at Casino Max through the LCB site. I played long with the bonus and enjoyed it. The look of RTG casinos are updated and the games have refreshed symbols. It's nice done. 

Thanks Mary, I hope you had a good visit and we see you back again soon. Don't forget the huge welocme offer. 300% up to $3000 on each of your first three deposits. You can also claim 20 free spins per day for 10 days after your first deposit too, that 200 free spins spread over 10 different slots.

Bargain. :)

Welcome back, LA-Martyn! I've joined Casino Max a couple of weeks ago and am very impressed. RTG casinos are excellent with understanding, resolutions solving, offer great promos, and overall constantly communicate the best offers, etc. And in my case, accept USA Players.

Great stuff you. :)

Stick with us, we'll only get better.

Here is the cashback program I mentioned earlier. It's a win win...

https://jswqzs.com/onlinecasinobonusforum/exclusive-casino-bonuses-25/up-to-75-cashback-at-casino-max

Really great to have you back Martyn and great to see you're offering Casino Max cashback to our members too.

Thanks Blueday, looking forward to the first players claiming that cashback. We're ready and waiting to credit it 7 days a week!! :)

great casino  used free chip and won $200 and was paid within one week

Congratulations!  That's excellent news.

Hi,

I was lucky to win max 200. They asked me to send my docs and I did so. Copy of my EU driving license and utility bill was send. When I asked how my withdraw is doing they said that my account has been zeroed because I had given wrong info to them?!? Casino claimed that I had given wrong birthday, one month wrong in my registration?! I don"t believe and if so, I had send my id, correction can be made on basis of my id? Unbelievable, I would say. 

My user name in this casino is the same as in here, jaffe888 and my email too, [email protected]

200 euros was turn to zero.

BR jaffe888

Hi  jaffe888,

The casino rep has been notified. Keep you updated. 

Hi  jaffe888, thank you for taking the time to comment. Looking at your account I see that the address and date of birth having been provided incorrectly. Your address details are not complete and is different to the supplied documents and the date of birth is wrong as you mention.

Unfortunately we have to be strict on enforcing these rules to help protect us against fraudulent activity and bonus abuse. Every account is treated the same for consistency. 

It is in the terms and conditions that players must provided full and complete contact and personal information. This can be found under Bonus Terms & Conditions....

"Before claiming any promotion offer the Player needs to make sure their account details (name / address / email / phone number) are accurate. Should any of the personal account details be different the account may be suspended and any balance removed." https://cherryjackpot.com/info/terms

We are sorry that you feel aggrieved by this decision, but it is very clearly laid out in the terms and conditions of the casino. Your account remains open should you wish to deposit and play for real money. If you need further assistance our support staff are there for you 24/7.

Regards,

I take this as serious as the casino you are representing...even the other half of me is feeling funny. The fact that my birth day is wrong, I think is ridiculous. Must be human error or typo and, as I have told earlier, could be corrected on basis of my docs. But no, you say. Hey, I'm a grown up. why would I tell my birth day one month wrong? To lie my age one month younger? C'mon. 

And what comes to my address, it is correct. If you are saying that it is not fully completed, I say that you  are wrong. It is as complete as needed for my identification check. I live in Finland, my post is delivered to me even if the city is the only thing mentioned.

But you can hiphurray your selves, great customer care. And still you are encouraging to to deposit real money...?!? How you deal with my docs after that?

BR, jaffe888

Hi jaffe888, I fully appreciate your position here but for these kinds of circumstances we must deal with them in the same way as every other account. Consistency. 

To try put this into context, what is to stop you creating more accounts giving slightly different details each time then when you win, changing the details to claim your bounty from free chips?

Nothing right?

How many players do you think do this kind of activity? The answer is lots!

And this is the reason why we deal with it the same way. 

The casino requires that players give their full and correct information on signup to avoid any such issues. Unfortunately this hasn't been the case hereas the DOB was incorrect and there was missing details from the address compared to the documents provided, as a result the decision was taken to cancel any winnings from the no deposit bonus. 

We can agree to disagree on the address details, however what you provided us on signup is different to the documents you supplied on verifying your account. I would love to be able to reverse the decision for you to help the situation, but I just cannot do that based on the T&C's of the casino.

I tried to check my details in  you casino but I couldn't. I like more transparent way of working in these kind of issues, like in almost all other casinos. You can check an correct your details if needed. And I don´t like the sound of your voice, you let all understand that I'm the big cheater. I'm not.

But I let this be as it is, I bet the big casino bosses in their ivory tower couln't care less of one small customer. And I can play elsewhere, problem solved! Peace!

BR, jaffe888

Hello, I have a question about payment methods.

Now, the e-Wallets (Neteller, Skrill, ecoPayz) are available in Casino Max and Cherry Jackpot Casino ?

I was told that it would be available within weeks, around two months ago.

Please, leave the message about it.

Sure we're going to double check on it and let you know accordingly. 

Hi, I was betting 60 cents and got the bonus round of 25 spins and then won 1200 on the first 2 spins then the spins stopped. I was told from Carl on Cherryjackpot casino that the rules state that you can win a max of 2000 times your bet per spin. But I told him thats per spin....not a total of spins per round or feature. Why didn't I get the rest of my spins?

HI Johnny,

Could you please provide me with your casino username? We're going to notify the casino rep.

Hi, username is jberry71

Hi johnnyslotter71. I believe what Carl has already informed you is correct. The free spins are associated to the last paid spin, therefore the max win applies (2,000 x your stake).

On this occasion your stake was $0.60. Multiply that by 2,000 you get $1,200 max win amount. As you reached this, the bonus round ended as you cannot win any further amounts regardless of the number of spins used/left.

This possibly isn't clear enough and I will raise it internally to see if anything can be done about that. Should you have any further question though, it would be advisable to get the best possible service to direct them through our 24/7 casino host team.

Regards,

Okay, thanks for your answer. But what is the point of getting the bonus if you cant complete the bonus. If I win a random Jackpot amount you would not limit that? I am thinking now your RTG software is for high rollers..not the casual player...I might just quit playing at all RTG casinos.....Have a nice day

A random jackpot would not be limited, but when a game states the max win from a bonus feature and you hit the max win amount, there is no point to continue the bonus feature. 

I believe that our games/software is good for all types of player, we've certainly got a diverse mix of player types on board already.

I'm sure that you'd be happy playing with us long term, but wherever you end up I wish you the best of luck.

i had won and been waiting on my approved withdrawal since 6/14/19. I was told it was processed by cashier dept and several others rep but as if today no deposit. I have the strings of email telling me within 48 hrs please check into this. user is nllnl

Hi nllnll,

Thank you for providing your casino username.  Can you please also specify the name of the casino in question  ( CasinoMax, Cherry Jackpot or Roaring 21 Casino) so that we can ask The Casino Rep to look into your account? 

Cherry Jackpot

Thanks

@nllnll - Thank you, your account info has been sent to the casino. Keep an eye on this thread for the updates. 

Hi nllnll,

We've received a reply from the casino that they are looking into your case. Keep you posted. 

Hi nllnll,

we've been informed by the Casino Rep that the issue has been sorted out, can you please confirm that? 

i don’t know what they mean sorted out but i still haven’t received my money. I haven’t heard from them in regards to my approved withdrawal on 6/14/19. The three times I contact them they say is process is on the way i should receive it within  48 hrs. I checked today nothing wire to my bank. I confirm with their rep and bank info is correct so i don’t know.

i do apologize but as i check my email i did received a response from them and the money back into my player account. i try again to withdraw see where we are at on this. Apparently they are saying my bank info is incorrect. 

thank you for your  time 

Thank you for the response, nllnll. Please keep us updated on the outcome. 

Hello,

I wanted to give you updates on my withdrawal request. I withdrawal via bitcoin and received my withdrawal today within 48 hrs vs bank wire.

Nllnll

Hi nllnll,

Glad to hear that, thank you for letting us know! 

Bitcoin withdrawals are sent with far too low of a miner fee. When I deposit $16, I have to pay miner fees of $1-$4 at at times due to congestion. My withdrawal today was for $100 and was sent with a miner fee of $0.35 which has left my transaction unconfirmed and stuck in the pool for 12 hours. With BTC being fluctuating in price, I'm not sure why withdrawals are not sent with even a medium sized miner fee to ensure they are confirmed within 1-2 hours.

Hi bonusball2019, congratulations on your winnings.

I'm sorry to read you're not happy at the speed of your withdrawal. It does state on the website that withdrawals for Bitcoin are processed in 24-48 hours. Please also note that we are processing high volumes of bitcoin transactions daily and we do not pass on any fees to our players for the bitcoin transaction.

Finding the happy medium of happy players, speed of transaction and costs is always problematic and we try our best to please everyone. One thing you can be sure of though, you WILL get your winnings.

Couldn't you elect to have players opt-in/opt-out to paying $1 to be used for their miner fee?

If a player makes a bitcoin withdrawal for $4000 but bitcoin drops 3% in the 12 hour period before getting a confirmation, the player will have lost $120. While I understand the opposite is also true, paying a larger miner fee cuts down on this volatillity.

I won 200 dollars at the Roaring21 casino, they asked me for the documents, I sent everything right, then they told me that I would have my data from Brazil ... bizarre, I sent another proof of residence and another proof of identity, selfie and everything ... and finally they said that it was not possible to verify my account, I received a call from them I provided all my data by phone, I made the verification deposit ... and in the end they simply decided to close my account ... I remember that last month I received withdrawals from the Miami Club Casinos and Slotland without any problems ... I want explanations of this casino ... taking into account that they are the Ex-Owners of Club World, it does not surprise me sincerely.

Hi javierchavez,

Sorry to hear about your experience but please note that you need to provide all required and correct documents so they can verify your account. However, we've notified the casino rep about your post.