Beschwerde #6 Casino Infinity

Account reopened after Self Exclusion Casinoinfinity

Von Riko92

vor 1 Jahr

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.

Unseriöses Casino Casino Infinity

Betrag €822

Diskussion

AskGamblers

• Support Team

vor 11 Monaten

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

vor 11 Monaten

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

vor 11 Monaten

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

vor 11 Monaten

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 Beschwerde-Statistik

Gelöst 3 / 3

Durchschn. Betrag $372

Durchschn. Dauer 4 Tage

Durchschn. Antwortzeit 4 Tage

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