The player from Greece had waited for 7 days for a withdrawal request and an explanation as to why his account, with a significant five-figure sum, had been closed 8 days prior. His inquiries had not been answered by the casino. The player had mainly played slot machines and placed sports bets. He had accumulated his winnings without an active bonus and his account had been verified. After 10 days, the casino had still not transferred his money. After 18 days, the casino informed him that his account had been closed due to a self-exclusion request because of gambling addiction. The casino had experienced a system malfunction which had allowed the player to continue depositing and playing. Upon realizing this, the casino had immediately closed the account and initiated a manual withdrawal process. After verifying the player's bank details, the casino had transferred the funds. The player had confirmed receiving his deposit, thus resolving the issue.
Casino Infinity - Player’s account was closed.
Amount: €10,500
Casino Infinity
Safety Index:Below averageCase closed
RESOLVED
Case summary
Good Evening
The process of resolving disputes at this casino is unreasonably slow to non-existent. I’ve been waiting for my withdrawal request to be processed for 7 days now and to my disappointment, there’s been no progress. What’s even more troubling is that, despite having funds in my account, my account was closed. For 8 days now I have been trying to find out how I can withdraw my funds since my account has been closed, and every day I've been told to wait for the relevant department to give me an answer. And mind you, I’m speaking about a significant five-figure sum in my account. Today marks the eighth day and I'm getting the same response. I hope they won't snatch my funds as it’s a considerable amount, otherwise, I’ll have to decide on my next steps.
Dear athanasioskipouros,
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.
- Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
- Did you pass the verification before the casino blocked your account?
- Did you accumulate your winnings with or without an active bonus?
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
Hello
The games I played were slot machines and sports bets. I collected my winnings without an active bonus and verification in the verification section was not needed, my account said verification. Anyway, I managed to withdraw only 500 euros and the 10,000 euros remained inside on my account which was locked.
Good Evening
I wanted to update regarding the development of the problem I mentioned to you, it has been 10 days and they still haven't transferred my money to my account.
Thank you for your reply, athanasioskipouros. Have you tried contacting the casino regarding this issue recently? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Hello
Every day from 22/02/2024 I communicate via email and the answer is the same every day to wait for a response from the relevant department as my request has been forwarded there. I am sending today's response 03/06/2024 that is after 13 days that I have makes a withdrawal request for my money. 
And while all other betting companies and casinos leave your account open for you to withdraw your money and then close it, I am not given that right either. You just wait with doubt whether they will transfer your money to your account.
Thank you very much, athanasioskipouros, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, athanasioskipouros!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Of course, I just want to inform you that until today, after 18 days, the money I had in my account, a total of 10,000 euros, has not been deposited.
Dear all,
We hope you are doing well.
We would like to inform you that we are processing this player's request as a matter of priority. We would like to emphasize that the player should have known why his account was closed, as he asked us to close his account due to gambling addiction, but he did not specify this here, only that "the account was simply closed". Unfortunately, our system malfunctioned and the player was not closed for some reason, but continued to make deposits and play at our casino. As soon as we noticed that something was wrong, the account was immediately closed. On March 1, our team requested the player's personal bank details to manually withdraw all the funds spent, but we were not satisfied with the data, as we were unable to pay out the funds to Revolut. After that, on March 5, we asked to provide the data of a German bank to transfer funds. On March 6, the data was successfully received, and our team checked it to avoid mistakes when transferring a large amount of money. As a result, as of today, the funds have been paid out, the transfer may take 5 to 7 business days.
We are very sorry to put the player through this. Hope for your understanding.
Best wishes,
Infinity Casino Representive
Thank you, Infinity Casino Representive!
athanasioskipouros, do you agree with this statement?
Thanks so much for all the help .just got my deposit.
Dear athanasioskipouros,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
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