The player from Germany had his account unexpectedly locked at Casino Infinity, which prevented him from playing and withdrawing money. He asserted that he hadn't violated the casino's terms and conditions. The player had begun gaming on February 6th, 2024, and his account was blocked the following day when he attempted to withdraw his winnings from slot games. The casino hadn't provided a clear explanation for the account closure, stating only that the issue had been forwarded to the technical department. We had attempted to gather more information from the player, but he didn't respond to our inquiries. As a result, we were unable to investigate further and had to reject the complaint.
Casino Infinity - Player’s account unexpectedly locked at Casino Infinity.
Amount: €450
Casino Infinity
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Good day, I requested a withdrawal at Casino Infinity, but my account was suddenly locked after I wanted to play some more. I was shown a message saying I could no longer use their services, as you can see in the picture.
I have not violated their terms and conditions, so I can't understand why they have locked my account.
Automatic translation:
Public
Public
3 months ago
Dear dnweidmueller,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Infinity.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you contacted casino support and asked for an explanation? What response have you received?
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,
Tomas
Public
Public
3 months ago
Translation
Good day
I started playing on February 6th, 2024 and on February 7th after I wanted to withdraw my account was blocked.
I mainly spent my money on slots.
I didn't take advantage of a bonus.
The casino answered me or the support forwarded it to the technical department to stop me. There is no mention of a processing period, only that we will get back to you soon.
Automatic translation:
Public
Public
2 months ago
Have you submitted any documents for verification? Was the verification completed?
Has the casino provided you with any explanation since your last message?
Please send me the correspondence you received from the casino to my email at tomas@casino.guru
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