The player from Spain wanted to withdraw a balance of €71.01 without playing it, but the casino required her to play every euro deposited before withdrawal. We informed the player that this rule was standard due to Anti-Money Laundering regulations and had to be followed. The player did not respond to further communication. Consequently, the complaint was closed due to lack of response from the player.
Cazimbo Casino - Player’s withdrawal has been denied.
Amount: €70
Cazimbo Casino
Safety Index:Above averageSafety Index
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7.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Hello!
I have a balance of €71.01, all of which I deposited a few months ago. I've decided I don't want to play it and I want to withdraw it to my account. I have been informed that it’s not possible and that I need to play every euro I deposited before I can withdraw the money. I find this neither coherent nor logical. I am firmly requesting that the money be refunded to my account.
Automatic translation:
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5 months ago
Dear viccroger,
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
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5 months ago
Translation
So I understand that I can't withdraw my money but I have to play it all?
Automatic translation:
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5 months ago
Hi viccroger,
That is correct. Any deposit of real money must be wagered at least once before you can request a withdrawal of your winnings.
Please keep me informed about any further developments.
Thank you.
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4 months ago
Dear viccroger,
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.
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4 months ago
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.
