Casino Infinity - Player’s account is closed and deposit is confiscated.

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.

Dear Kakadu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you didn't place any bets after you deposited?
• Did you activate any bonuses on top of the deposit?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, i did int play any bets after deposit.

I dont have active bonus on my account.

I will send you few screen from my conversation with casinoinfinity.

Thank you very much, Kakadu, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Kakadu for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Infinity for their help in resolving this complaint. We would like to know why was player's account closed and deposit confiscated.

Thank you!

Dear all,

Thank you for waiting and for bringing this case to our attention.

Dear Kakadu,

We would like to inform you that from our side your deposit has been successfully sent to your bank account, please contact your payment provider for further questions regarding the speed of processing your transaction.

Best regards,

Casino Infinity

Thank you casinoguru for your help. After the intervention, the casino paid my deposit.

Dear Kakadu,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter