King Billy Casino (Curacao) - 플레이어는 보증금을 인출할 수 없습니다.

I made a deposit of 60 reais and then decided I did not want to play anymore. I want to withdraw my money but they do not offer the option to do so. It states that I have no available balance, despite the fact that I haven't played yet. I just want my money back. I send messages, but they don't respond. They are terrible.

fiz um depósito de 60 reais e não quis mais jogar, então quero sacar meu dinheiro e eles não dão a opção de saque, fala que não tenho nenhum valor disponível, sendo que eu nem joguei, só quero meu dinheiro de volta, mando msg e eles não respondem, são pessimos

Dear botelhobianca1211,

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):

11.17 Money deposited in the Casino must be used for gaming activity. Due to 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. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal.

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

Dear botelhobianca1211,

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.