Casino Infinity - Player experiences withdrawal issues due to betting mandate.

It won't let me withdraw, stating that I need to bet my deposit X1. They continually find excuses, claiming technical issues, directing me to speak with the financial department, etc.

I deposited 300€, lost it, deposited another 300€, and wagered 200€. I won, and now when I try to withdraw it shows the message in the picture I've attached.

Does it make sense to file a complaint with the Curacao authorities?

Dear Pavista,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

My issue is that I ask what I have to bet to withdraw €500 (daily limit) and they didn't answer me. Since yesterday evening they say that they have a technical problem and that they will inform me. I contact after an hour and the problem is not solved. I think they are scammers. They have no liquidity and try to pay their obligations with such practices and delays

Hi Pavista,

In your first reply, you stated the following: "I deposited 300€, lost it, deposited another 300€, and wagered 200€."

• Could you please advise if you completed already the mandatory wagering 1x for the real money deposits?

Thank you.

Dear Pavista,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.