Casino Infinity - Player’s account has been closed after requesting a license number.

The casino infinity told me that they are licenced by Curacao Antillephone N.V.but  they do not provide me their licence number.

When i ask for the licence number again,after 2 weeks,they close my account,taking my 1400€ from deposit!I search for their licence,at curacao licence center and Curacao Antillephone N.V. i discover that they are not licenced!They close my account because i ask for my deposit back and for their licence number!!! No reason at all!!!

I was a vip player at casino,with huge deposits,but they don't respect me.

They send me every day,to wait for the relevant department!!!No answer since days!!!😪😪😪

Could you please help me?

Thank you!!!😊

Hello spyridon1984,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Infinity. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we do not deal with license related matters but if you still have a withdrawable balance on your account we may try to assist you.

Looking forward to your answer.

Regards,

Nick

Hello!!!

My account doesn't need any verification,as the appropriate department had inform me!No docs needed for verification the VIP manager had told me!It was my money,no bonuses!

I spoke with casino,before 1 hour,today and they told me to wait...I wait so mamy days!

Finally,note that my issue is not the licence of casino,but the reason that they close my account,after i asked them their licence nunber and o ask for refund of my money!!!The issue is my money to refund in my account and not the licence of casino!

Thank you!

Hello Guru team.

I just received this email from the Infinity Casino team.

I was shocked,because they dont focused on the issue and the complaint,but they bring another term, irrelevant from the complaint and the closure of account!

The issue is the closure of the account,the not licenced casino,and the money they consolidate,because i ask them for the licence,instead of playing from Greece,or not,that they send and reply to the issue!

Here is the answer:

Dear Customer,

Thank you for contacting our Customer Support.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

2.2 The Company does not provide any assurances or warranties with regards to the legality of your use of the Website, particularly in case gambling is prohibited, regulated or unregulated in your jurisdiction. It is solely your responsibility to know the laws of your country concerning online gambling and the use of the Website, at all times. Before attempting to open an account with the Website and thereafter each time before using it you must verify whether online gambling is legal in your particular jurisdiction. By using this Website, you warrant that you are legally allowed to gamble online. If at any time online gambling in your jurisdiction becomes illegal or otherwise restricted, you must immediately close your account with the Website and stop using its services.

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Unfortunately, based on this, we're forced to decline your refund request.

Best regards,

Casinoinfinity team

Hello spyridon1984,

How much is your exact balance on your account? Why did you even ask about their license once you were registered?

Hello sir.😊

When I registered an account ,at Infinity Casino,i asked from the live chat support representative,and also my VIP manager(Julian) to procceed to me,their licence,in order to deposit.They told me,that they have licence,and that they will send to the appropriate dep my request about the number of licence etc and they will be back as soon as possible!I also search and some internet reviews about them,and i see that it was a not bad casino.

Meanwhile,mr Julian(Vip manager),had started doing his job very well...What i mean?

Every time i ask from him for the licence,he replied to me,with a deposit offer,or gemerally a bonus,and that the licence number will be send to me as soon as possible!

After that,he send me emails, that my activity is low and i must deposit more,and he will give me again bonuses!

So,as you can colclude,it was difficult for a player,to avoid depositing,and accept all that offers!

Finally the amount that they keep from me is ~1400€.

Thank you for your support!!!🙏🙏🙏

Hello spyridon1984,

Was the 1400€ still on your account or it is just a sum of your deposits?

Dear spyridon1984,

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.

Καλησπέρα σας.

Ήταν ένα ποσό των 700€ ως υπόλοιπο στο λογαριασμό,και τα υπόλοιπα ήταν από καταθέσεις!

Ευχαριστώ πολύ και συγγνώμη για την καθυστέρηση!

Dear Spyridon1984,

I hope you're doing well.

Since your remaining balance has not been paid out and we currently do not have a clear explanation as to why the casino blocked your account, I will now forward your complaint to my colleague Michal (michal.k@casino.guru), who will assist you moving forward.

Wishing you the best of luck in resolving the matter.

Best regards,

Nick

Hello Spyridon1984,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Spinfinity Casino to join the conversation.

Dear Spinfinity Casino,

I would appreciate your clarification regarding the decision to close the player's account. It seems that the player has not violated any of your established rules. While I understand that casinos have the authority to close accounts at their discretion, it is important that all financial obligations are settled beforehand. If there are additional details that cannot be disclosed publicly, please feel free to send them to me at michal.k@casino.guru

Dear All,

Thank you for contacting us. Please be informed, that the customer's account was closed without any remaining balance and or withdrawals pending, therefore we have no financial obligations towards the customer.

Kind regards,

Casino Infinity team

Καλησπέρα σας.

Ο λογαριασμός μου είχε 700€ υπόλοιπο,και 730 σε ανάληψη που ακυρωσατε ΧΩΡΙΣ ΛΟΓΟ!

ΕΥΧΑΡΙΣΤΏ ΠΟΛΎ!

Dear Michal,

We've sent you all the accompanying evidence in regard to this case via email. Please review it.

Kind regards,

Casino Infinity team

Παρακαλώ κυρίε Μιχάλη,σημειώστε,ότι μου κλείσανε το λογαριασμό ΑΝΕΥ λογου και αιτίας!!!!

Κάθε μέρα ήμουνα σε επικοινωνία με τον Vip manager,για να μου παρεχουν την άδεια λειτουργίας του καζίνο,και δεν το έκαναν ΠΟΤΕ!

Όταν ξαναρωτήσα πότε θα μου στείλουν την άδεια λειτουργίας,απλα μου έκλεισαν τον λογαριασμό!

Όπως κάθε παίκτης,ο οποίος έχει καταθέσει και έχει χάσει τόσα χρήματα,όταν του κλείνουν το λογαριασμό χωρίς λόγο,και μάλιστα σε ένα μη αδειοδοτημένο καζινο, ΑΠΑΙΤΕΙ να λάβει πίσω τα χρήματα του,μιας και τον επί;σαν κορόιδο,και του έκλεψαν τα χρήματα με δόλιο τρόπο!

Ας σταθούμε στο πρόβλημα,που αυτή τη στιγμή,είναι ότι το καζίνο δεν είναι αδειοδοτημένο στην Ελλάδα,και έχει κλείσει το λογαριασμό μου,με χρήματα μέσα!

Από την στιγμή που δεν είναι αδειοδοτημένο,μπορεί να έχει παραποιήσει το οποιοδήποτε στοιχείο!!!

Ευελπιστώ στην δικαιοσύνη και στο δίκαιο που διέπει αυτη τη σελίδα του Guru.

Αν αφήσουμε έτσι αυτό το καζίνο,θα συνεχίσει να εκμεταλλεύεται τους παίκτες και να τους αρπάζει τα χρήματα και μετά να τους κλείνει το λογαριασμό!!!

Ευχαριστώ πολύ για το χρόνο σας,και την αγάπη που δείχνετε έτσι ώστε να βρεθεί μια λύση!

Dear Casino Infinity team,

Thank you for your email, I have replied back with some additional questions and am awaiting your response.

Dear Michal,

We have answered your question by email, please check your inbox.

Kind regards,

Casino Infinity team

Thank you for all the information and evidence provided, Casino Infinity team.

Dear Spyridon1984,

Upon careful examination of the information available, I can confirm that your account balance was zero prior to the closure of your account, which means the casino holds no financial responsibility towards you.

I understand that the decision to close your account without a specific reason may not seem ideal from a user perspective. However, as previously stated, any casino reserves the right to close customer accounts at their discretion, and the casino team acted in accordance with the terms and conditions you accepted during your account registration

Regrettably, there are no further actions that can be taken in this matter. I can, however, provide you with information regarding the licensing status of Casino Infinity.

The casino previously operated under a Curaçao Antillephone N.V. (ANT) license. However, due to recent regulatory changes in Curaçao and the establishment of a new unified licensing authority, the Curaçao Gaming Control Board (GCB), all licenses issued by the former Curaçao authorities will no longer be valid after this year.

Our research indicates that Casino Infinity currently holds a valid Anjouan Gaming license, which you can verify in the License Register - Anjouan Gaming

I hope that my response has clarified the situation adequately. Please let me know if you need assistance with anything else or if I can consider your complaint addressed.

Dear spyridon1984,

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.

Καλησπέρα σας.

Θεωρώ όλα αυτό που έχει συμβεί εδώ,άδικο!

Είναι τραγικό το συμβάν,να ανταλλάσσετε μεταξύ σας email,χωρις εγώ ποτέ να ενημερωθώ εγώ για αυτά,και το περιεχόμενό τους!

Ας μην ξεχνάμε ότι εγώ,έχω υποβάλλει την καταγγελία,και θα πρέπει να τα γνωρίζω όλα.

Αγαπητέ Χρήστο,και ομάδα του GURU,ελπίζω να γνωρίζετε με πιο καζίνο έχετε να κάνετε,και με την φήμη γύρω από αυτό,μιας και στην βαθμολογία του, το έχετε κάτω από μέτριο!

Όταν ένας Vip manager,μου έχει φάει τόσα λεφτά,όταν ένα καζίνο μου έχει κρατήσει χρήματα από καταθέσεις,και μάλιστα πολλές χιλιάδες ευρώ καταθεσεις,τοτε πραγματικά απορώ πως κάνετε συζητήσεις κάτω από το τραπέζι.

Ειλικρινά σας ευχαριστώ για όσα κάνατε μέχρι εδώ,αλλά παρακολουθώ με αγωνία όσα συνέβησαν,και με αφήνουν άφωνο!

Ας ελπισω το casino infinity administrator έστω την ύστατη στιγμή να καταλάβει τι έχει συμβεί!

Ευχαριστώ πολύ.

Dear spyridon1984,

I understand your desire to receive more information regarding your case, sadly not all information can be shared publicly.

I would like to clarify that your account balance was indeed zero before the closure of your account, indicating that the casino does not have any financial obligations to you. I recognize that the choice to close your account without a detailed explanation may not appear favorable from your viewpoint. Nevertheless, as mentioned earlier, it is within the rights of any casino to close customer accounts at their discretion, and the casino team has acted in line with the terms and conditions you agreed to upon registering your account. Unfortunately, there are no additional steps that can be pursued regarding this issue.

You are free to express your disagreement with our decision, and if you wish to take your complaint further, you may contact the licensing authority. However, we will not be able to offer any further assistance regarding this issue and I'm forced to close your complaint as rejected.

I regret that I couldn't be more helpful in this case. Please don't hesitate to reach out if you face issues with this or any other casino in the future, and we will do our best to support you.

Best regards,

Michal

Casino Guru