The player from Greece had requested the casino to lower his deposit limit to 75 euros and later to close his account after losing 250 euros. The casino refused both requests, which led him to lose more money despite sending over 10 emails. He demanded an explanation for these refusals. Despite the player's dissatisfaction and repeated requests, the complaint was rejected because the player did not mention a gambling problem as the reason for account closure, and dissatisfaction with the casino's RTP was not considered a valid reason for permanent closure. The player confirmed the account was eventually closed but remained unhappy with the process and lack of deposit limits.
Casino Infinity - Player's deposit limit was ignored.
Amount: €500
Casino Infinity
Safety Index:Above averageSafety Index
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7.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I emailed the casino asking them to lower my deposit limit to 75 euros. They didn't do it and told me it wasn't necessary for me to enjoy the game.
After losing 250 euros, I repeatedly asked them to close my casino account, but they never did, leaving me to deposit and lose more money.
I have sent over 10 emails asking them to close the account, and not only did they refuse, but they also responded with messages like the one I have attached!
I demand to know why they didn't lower my deposit limit and why they didn't close my account when I requested it.
Automatic translation:
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5 months ago
Dear sakismrg,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issues you've experienced with the casino regarding your deposit limits and account closure requests. To help us better understand your situation and assist you more effectively, could you please provide the following details:
- Have you ever mentioned a gambling problem as the reason to have your account blocked?
- When did you start asking the casino to close your account, and how many times did you make this request?
- Could you provide any specific responses from the casino, including the one you’ve attached, to support your claim?
- I have checked the forwarded messages and would like to ask if you sent requests for self-exclusion to support@casinoinfinity.com as well, or if you communicated only with your VIP Manager, Margaret.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Translation
-I have not mentioned a gambling problem as a reason for banning but I have asked more than ten times to be banned because I am not happy with their returns...
They didn't answer me, they didn't shut him down and when I persisted, they told me to persist because luck will change
-I started asking for it to be closed a long time ago
- I contacted live chat to close the account and they forwarded me to the responsible manager AND NO to support
They never mentioned support or I would have gone there
- also when I asked for my deposit limit to be reduced, they told me that this is not possible
-Finally after ten emails they closed the account yesterday...I want them to tell me why they didn't reduce the deposit limit as I requested and why when I asked to close the account they told me to stay here that luck will change and not to leave because they know what are they doing
Edited
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5 months ago
Hi sakismrg,
I see that you first contacted the casino on July 24th to request a monthly deposit limit. Please understand that not all casinos offer these limits. If setting up the limits is not possible, you should always clearly state that you wish to have your account closed, specify the duration, and explain the reason for closing your account.
From the forwarded communication, I see that on July 26th, you requested account closure due to dissatisfaction with the casino RTP. You did not mention a gambling problem or other reasons suggesting the need for a permanent closure.
Could you please confirm that your account was closed yesterday, the same day you requested it?
Thank you.
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5 months ago
Translation
I can confirm that the account was closed yesterday but not on the same day as I requested and I had to send several emails..
I asked him to close other times and they told me not to close him and that they know what they are doing
I confirm that I requested the account to be permanently closed because I lost a lot of money
There should be responsible betting and since I asked for a deposit limit they should activate it otherwise there is no security.
If they had activated the deposit limit I asked for I wouldn't have lost so much money
Is there responsible betting from the casino without putting a deposit limit on you when you ask for it?
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5 months ago
Translation
-Why as many times as I asked in the live chat to close the account, they did not forward me to support but forwarded my message to the manager who did not let me close it and offered me a bonus for the next deposit to stay
-When I say I want you to close the account, you must close the account
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5 months ago
Translation
How does the casino ask for a license from Greece when in Greek law they are obliged to have deposit and loss limits?
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5 months ago
Hi sakismrg,
I understand it can be confusing when the casino doesn’t clearly explain how to self-exclude from their website. My recommendation is to save all communications for future reference. If you contacted the casino before July 24th to request account closure due to gambling issues, please forward that information to me. However, if you only mentioned dissatisfaction with the RTP, we won't be able to assist with a refund. Please note that concerns about low RTP are not grounds for permanent account closure, and the casino will typically try to address your issues unless they are aware of a gambling problem.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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5 months ago
Translation
No I didn't mention gambling problems but I think it's my right to ask for the account to be closed because I'm not happy with it being closed
I also find it unjustified that they reject my request for a monthly deposit limit !!!!
Please close the complaint, I have nothing else to add... just for players to be careful and know that requests to reduce the deposit limit are ignored
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5 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
