Infinitybet Casino - Closed account and refused my winnings

Leanne Abel United Kingdom
posted on March 6, 2015.

I registered an account with Infinitybet and won. I uploaded my documents and was told I needed to send a clearly pic of my passport which I did. I then recieved and email saying they had closed my account.Email said Our Risk Assessment team have checked your account application and have found that you are self excluded from other casinos using the same game providers as infinitybet and have nominated not to verify your account. Your initial deposit has been cancelled and returned to your credit card, all bets have been voided and your account is now closed. I have emailed them with the following and they haven't replied. Which sites am I excluded with? I was allowed to register with you and I played responsibly and won fair and square! I am not self excluded with any Infinity Interactive N.V Casinos. Please look into this matter again or I will be taking this further.

Your site does not clearly say in any terms and conditions that if you are self excluded with other site then you cant play here. Furthermore I was accepted as a registered player when I put in my details, so If I was self excluded this should have been flagged up, which it wasnt. I uploaded the documents you required and even had an email the other day saying I needed to resend passport because the picture wasn't clear. I was not told them anything about account closure or terms.

Leanne Abel United Kingdom
posted on March 10, 2015.

They have now replied with the following.
Hi Leanne,

Our Risk department have reviewed your case as put forward by Penny on your behalf and we wish to inform you that our decision to refund your deposit, void your bets and close your account stands.

We take responsible gambling seriously.
I draw your attention to Section E of our terms and conditions infinitybet may, at its sole discretion, restrict, suspend and/or close your infinitybet Account where infinitybet forms the reasonable view that:
(g) you are a self-excluded customer;
(i) based on statements made by you, either singular or repeated, you may not be gambling responsibly;

Based upon your comments posted here: http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­-co­mpl­ain­ts/­bml­-gr­oup­-un­fai­r-a­t-r­esp­ons­ibl­e-g­amb­ling, confirmation from a supplier that you have previously requested self-exclusion due to gambling addiction and the conduct shown on the account; the decision was made to close your account and refund any deposits.

Management consider this the final communication on this matter.
Customer Service

Leanne Abel United Kingdom
posted on March 10, 2015.

As you can see from the above they have used information found on this site against me. I have not breached their T&C as I am not self excluded with them or any of their sites and I have never mentioned to them anything about gambling or having issues. They have googled my name and checked up on me and are using information from other sites against me which is totally unacceptable and infringes my rights.

Originally they stated I was self excluded from other casinos using the same game providers as infinitybet and have nominated not to verify my account. Now they have changed they tune and are saying it is due to information found on here.

Leanne Abel United Kingdom
posted on March 10, 2015.

Askgamblers terms state: The information exchanged during the complaint process between player and AskGamblers, and casino representatives and AskGamblers is strictly confidential and is not disclosed to third parties. I therefore believe that InfinityBet should not look at other cases on me.

posted on May 16, 2015.

This case has been reopened upon player’s request and we would like to give it one last chance for a successful resolution.

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