Complaint #5 Casino Infinity

Account reopened after Self Exclusion Casinoinfinity

By Riko92

1 year ago

Hello everyone, I'm 38 years old and have been addicted to sports betting for over 15 years.

I'm fighting this illness and doing everything I can to overcome it. I registered on the Infinity Casino website in 2024, and after losing a lot of money, I decided to ask them to permanently close my account due to my addiction to sports betting and casinos.

They did close my account permanently. But in January 2025, following a technical error, my account was reopened, and I lost the sum of 822 euros.

They explained to me by email and chat that my account was reopened following a technical error, which I understand, but I'm currently waiting for the refund of these deposits. I've been requesting it since May 11th and have received several reminders. I've only received a response.

Don't worry, you'll receive a response soon, and I apologize for the delay. But I'm worried.

I trust Casino Infinity; they seem reliable and trustworthy. Thank you all for your help.

Disputed Casino Casino Infinity

Reason Self-exclusion

Amount €822

Discussion

AskGamblers

• Support Team

11 months ago

Dear @Riko92,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casino Infinity

• Representative

11 months ago

Dear AskGamblers Team and Riko92,

We would like to confirm that we are already in direct communication with the player regarding this matter.

During our investigation, it was clarified that the refund amount differs from what was initially requested by the player. The discrepancy has been explained, and we have already received the necessary payment details to proceed with the refund.

The funds will be issued within 3 to 5 business days, in accordance with standard processing times depending on the payment method and banking procedures.

In light of the above, we kindly ask you to consider this case resolved and proceed with closing the complaint.

We remain at your disposal should you need further assistance or clarification.

Best regards,
Casino Infinity Team

Riko92

11 months ago

Hello Casinoinfinity, Thank you for prioritizing this matter. This has been going on since May 11th, and we're almost in July now.

Casino Infinity

• Representative

11 months ago

Dear All,

Our review is still in progress, and we kindly ask for a little more time to ensure a comprehensive assessment. We’ll share an update as soon as we have more details.

Best regards,
Casino Infinity Team

Casino Infinity Complaint Stats

Resolved 3 / 3

Avg. Amount $372

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Casino Infinity Complaints

See all complaints for this casino

Casino closed my account deposit lost

I created an account there a few weeks ago. I made a deposit of PLN 600. After making the deposit, my account was closed for no reason. I have sent several e-mails regarding this matter, and each time I receive the same answers, telling me to wait because the appropriate department is dealing with it. A month has passed and nothing, no help. I sent them several requests for a refund of my deposit. I have sent all the necessary data for the transfer. Unfortunately, to this day the account is blocked and my money is gone. Please help me get my deposit back.

Resolved

zł600

Major verification issue

Dear ASK Gamblers

I'm having major issues with this particular casino and my verification. I have sent my bank statement, neteller statement, utility bill, passport, driving licence and selfie.

Everything else is approved but my ID. Their system does not process my ID photos at all when I try to upload them. There is an error on their ID uploading system. It always keeps asking the ID docs again even the quality of the photos is on point. First the docs are approved then suddenly their system is requesting those again. I have sent my ID docs to them via my VIP manager in live chat and email as well. All together now around 7 times. Always next day they keep asking the docs again. Crazy.

I have confirmed via live chat dozens of times that finance has received my ID doc and those are okay. My VIP manager has personally sent the docs to the finance. Still I get no final response from finance and my account is still not verified. I have tried to cooperate with them for days but nothing happens. Really need some help here.

Resolved