The player from Australia is dissatisfied, because the casino asked him to wager his deposit in order to request withdrawal. We rejected the complaint because the player didn't respond to our messages and questions.
Dear Mark,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Unfortunately, some casinos require to wager the real money deposit. This is one of the standard AML (anti-money laundering) rules. Not all casinos require this, but it isn't anything unfair. I have also checked the casino’s T&Cs and I found this:
„9.6 If a Player requested a withdrawal of the funds, but the sum of made bets since the last deposit is less than 3x (three) times the size of that deposit, the Casino reserves the right to charge the Player the costs of transaction processing, including deposits and withdrawals. This decision is at the sole discretion of the Casino management."
I suggest you fulfilling the requirements, otherwise, you won’t be able to request the withdrawal.
Looking forward to hearing from you.
Best regards,
Kristina