Cazimbo Casino - A retirada do jogador foi negada.

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.

Hola!

Dispongo de un saldo de 71,01€ de los cuales han sido todos depositados por mi hace ya unos meses y finalmente he decidido no querer jugarlos y quiero retirarlos a mia cuenta.’ Me indican que no es posible y que debo jugar cada euro depositado para después retirar el dinero. No lo veo coherente ni lógico. Solicitó firmemente que se me reintegre el dinero en cuenta

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

So I understand that I can't withdraw my money but I have to play it all?

entiendo entonces que no puedo retirar mi dinero si no que debo jugarlo todo?

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.

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.

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.