Mirax Casino - Player is unhappy with the casino's betting requirement.

Holding me hostage! I checked this site out before signing up and they offered live blackjack tables, so I signed up. I deposited alot of money and went to the table, only to find out that I can't play and it's unavailable. As this was the only game I wanted to play I wanted to withdraw my money to go play somewhere else. They are now stating that I have to bet my deposit 3x before withdrawal. I told them that they don't offer what I want after falsely advertising that they do and now they can't force me to play another game.

This is like walking into a physical casino, seeing that there are no blackjack tables and then being told that you can't leave and you have to play before your allowed to leave the casino.

I have no problem wagering 3x but only on the game that I want!

They are holding me hostage!

Dear Confusingseeker,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 3-10x the value of the last deposit, and it isn't anything unfair. I have also checked the casino’s anti-fraud policy in the T&Cs and I found this:

"Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. Wager for live games is 10 (ten). In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino."

I suggest you fulfill the requirements, otherwise, you won’t be able to request the withdrawal.

Looking forward to hearing from you.

Best regards,

Kristina

Is there anything about false advertising? Getting a player to sign up, deposit and then force the to play games they never wanted to? I must have missed that in the terms and conditions.

Thank you very much for your reply, Confusingseeker. I believe you will agree that casinos cannot predict which games players will play after registration and deposit, with the intention of blocking them. While many casinos display all available games on their home page, some may not be accessible after registration, perhaps due to player geolocation or other factors. Unfortunately, we cannot compel the casino to provide you with access to this particular game, as there is likely a valid reason for its current unavailability.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Confusingseeker,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.