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Hi mikk - welcome to CasinoReviews.com!

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.
Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

Hi,
This dispute over withdrawal fees has been starting on since October 2024 with the following Infiniza Limited Casinos: Mount Gold Casino, Refuel Casino, Unlimit Casino and Gemler Casino when they suddenly started charging me these unreasonable withdrawal fees on my monthly withdrawals. I required that casino refund the all unjustified withdrawal fees charged from October to June to back me?

The all payments are came directly from Infinita Limited's Cyprus bank account to me bank account.

I specifically confirmed that the fee was charged by the Casino, not a third party. The fact that my bank had received less money from the Casino than my withdrawal is proof of this, since only the Casino has had a chance to charge fees up until that point.
My bank confirmed that they never charge fees, which is supported by my experiences of using them on other casinos.

The fact that Infiniza Limited Casinos does charge fees is supported by similar experiences by other players on that particular Casino.


I sent all communications with the operator to complaints@casinoreviews.com.

Thanks,

Hi mikk,

Firstly, we need to clear up a misconception on your part. Effectively all online gambling operators use third party payment processors rather than processing payments themselves. The fees that the payment processor charges will vary from payment method to payment method and country to country. Some gambling operators will choose to cover more or less or these fees, but all payments both to and from online gambling operators do incur a fee. That the payment is detailed as coming from a specific account simply means that either the payment provider was instructed to send that information with the payment, or that they were given access to the account as part of the arrangement.

Moving on - we are currently enquiring with the regulator regarding their interpretation of the regulatory standards around transaction fees. This group of operators does in fact detail that fees may be incurred, on both the banking page and in their terms of use, but it does not provide specific information on when/how much the fees will be.

However, even if the regulator comes back saying that this level of information was insufficient to meet regulatory standards, this would be an issue of insufficient signposting. That means that it would only impact transactions up until the point where you could be reasonably considered to have been aware of the fees in question. It certainly would not cover 9 months worth of transactions.

Whilst we understand this is not exactly what you were hoping for at the outset of this process, we need to ensure clear expectation regarding the range of possible outcomes.

We will revert to you once we have received confirmation from the regulator regarding how the relevant regulatory standards should be interpreted.

Thanks,

CasinoReviews.com Complaints Team

Hi,

These questionable gaming accounts were closed from me already in August 2024 and since then I have asked the Casino to pay the open balances of my accounts? The Casinos have not given me other withdrawal options but have decided to pay them themselves via bank transfers to me. The Casino has not told me in advance the amount of withdrawal fees during the withdrawal phase. Some of the money in the accounts has been in the gaming account for years and then there have been different rules and conditions.

However, all the material supports that the payer was the Casino. If the Casino claims to have used a payment provider, it must prove it in writing and I want to have this evidence at my disposal.

I know that some Casinos, however, pay larger withdrawals directly to the player because they want to save on transfer fees. I can send evidence of this from other Casinos that have paid me directly without a payment provider.

These withdrawal fees charged by the Casinos are completely unreasonable. I strongly dispute such a high amount of fees. The Casino has gained a financial advantage through these artificial costs at my expense.

These very high transfer costs charged by the Casino are against EU consumer law. In the event of a dispute, EU consumer law will in any case prevail over the casino's rules. The consumer is not bound by a contract that violates consumer law. The claim is not time-barred.

Thanks,

Hi,

I would also like to comment that the withdrawal histories of my casino account do not show these withdrawals in question, but the casino has only made an excel file of the withdrawals. Attached are screenshots of my game account and withdrawal history. This supports that the casino has paid the withdrawals manually directly to me.

From my previous experience with other casinos, I know that in this case the casino has paid the withdrawals manually itself.

Thanks,

Hi mikk,

As previously communicated, we will defer to the regulator's position on this matter.

The practices of other casinos are not validation of any action taken by this business.

Why were your accounts closed in August 2024?

Thanks,

CasinoReviews.com Complaints Team

Hi,

My account was temporarily closed due to internal audits in August 2024. Later the casino wrote to me that all my accounts with will stay closed per casino's internal decision.

Thanks,

Hi,

I would also like to comment that my bank has confirmed that all payments came directly from the casino's Cyprus bank account.

I have also previously made a deposit to my casino account using Revolut to this same bank account. The Revolut payment history shows this same bank account as belonging to Infiza Limited.

Hi,

 I have been in contact with my bank's foreign payment service. According to them, this is a normal SEPA transfer, so the payment has come to me directly without intermediary banks or payment processing services. So there should have been no additional costs in this case. The withdrawal fees charged by Infiniza Limited are unjustified, because they have stated that Casinos themselves do not charge fees for withdrawals.

Thanks,

Hi mikk,

Thank you for your response.

Do you have more details/communications with the operator in regards to the internal audit that led to your account being closed?

Thanks,
CasinoReviews.com Complaints Team

Hi mikk,

That still does not validate your claim. If this payment has been sent directly from the casino's account, the operator will have a 'high risk' type business bank account, that will likely charge them a fee on every transaction. The exact nature of those fees will be a matter of the agreement between the banking provider and the business and not subject to public review. They may also vary from transaction to transaction depending on various factors.

If they are choosing to pass those costs on to players, there's no issue with that as long as it aligns with the standards expected by the regulator.

We will revert to you once we have a clear position from the MGA.

Thanks,

CasinoReviews.com Complaints Team

Hi,

I have been charged higher transfer fees in any case than stated in the MGA approved Casino rules in section 5. Refunds The Company reserves the right to charge a 5% (five percent) fee of the transactional value, but no less than 10 (ten) EUR or currency equivalent for administrative and processing fees of the refund. And in this case it is not even a refund but a withdrawal, which should have lower transfer fees than 5%?

 The MGA must have approved the casino's rules before they are binding.

Hi,

In practice, you can't even play at this casino with an minium RTP 85%, which the MGA has set for player protection. The MGA Article 22 of the Player Protection Directive.
The casino charges a 2% deposit fee on deposits, and by playing a slot with an RTP of 96% and then making a withdrawal with a 10.52% withdrawal fee, the RTP of one game round is below 85%? The MGA needs to address this.

Thanks,

Hi,

I have asked the casino for a copy of all these SEPA bank transfers with the amount transferred.


The casino did not want to provide these because otherwise it would have been clear that these SEPA bank transfers were free for the casino.


If necessary, could I ask my bank's legal department for a statement that these SEPA bank transfers are free?


If the casino claims otherwise, it must prove its claim.

Thanks,

Hi,

I have previously asked other casinos for receipts for SEPA bank transfers made by the casino itself and they have provided them to me.

Infiniza Limited Sasinos refused this request. “With reference to your recent request for SEPA information, please be advised that we are unable to provide such details, as they constitute sensitive information which can only be obtained directly from your bank.”

Thanks,

Hi mikk,

Apologies for the delayed response. This case is held in a pending status until such time as we have received a full response from the regulator, and we're not in a position to compel the regulator to comply with any specific time line.

The term you quoted on the 03/08 relates to refunds, not withdrawals. This is used to manage situations where, for whatever reason, a deposit is returned to a player.

The MGA's position on licensees terms of use is nuanced. Yes licensees are required to submit their terms to the regulator, but this is more a book keeping exercise to ensure the regulator has a record of any term changes as they happen. The MGA does not take a position on confirming that the terms are either legal or compliant with regulatory requirements.

The RTP issue - we appreciate that you're trying to work this to your case's benefit, but that is a non-starter. That requirement applies solely to the payout settings of the games. It does not extend to including other fees.

What other operators have chosen to provide you with in the past is non-relevant. Mount Gold Casino are not required by license or law to provide you with the information you have requested.

We'll revert to you once we have clarity on this matter from the regulator.

Thanks,

CasinoReviews.com Complaints Team

Date – 26/08/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi mikk,

We've now received a response from the regulator, who has determined that this matter exceeds the remit of ADR services. As such, they've asked us to direct you to submit your complaint here - https://www.mga.org.mt/player-hub/lodge-a-complaint/

Please ensure when you are making your complaint that you state clearly that this matter has already been submitted to Mount Gold's ADR who directed you to escalate your claim to the MGA, so that you don't end-up directed back to us. If they question this, ask them to reach out to complaints@casinoreviews.com for confirmation.

Sorry we could be of further help,

CasinoReviews.com Complaints Team

Complaints related to withdrawal fees are beyond the remit of this service and need to be managed by the regulator.

Hi,

Unexplained withdrawal charges. This casino doesn't really value customers. First of all, Mount Gold Casino is a fast casino and all the information is already verified, still the casino required me to provide notarised ID and proof of address which caused me unnecessary expenses.

I requested to withdraw my €40,783.18 profit by bank transfer. When I later get the money its only €36,909 on May 11. So the casino took 10.52% so it's total €3,874.18 in fees. The casino itself says they have No fees but in fact the casino is behind these charges.

The casino did not use a payment provider in this transfer. The payment came directly from the Casino's Cyprus account. The casino made the transfer itself from the Infiniza Limited account without a payment provider and this transfer has been free of charge for the casino.

I required the casino to return the €3,874.18 charge from the withdrawal?

Mount Gold Casino - 10,52% withdraw fee/ cut

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