The player from Italy has a problem with the Slot Cash Pig game. Despite winning 12 scatter spins, the spins never started. The casino did not resolve the issue and also closed the player's gaming account. After contacting casino and their affiliates we still weren't able to get a response.
Casino Infinity - Player's game froze and the account was closed.
Black points: 3201
Amount: €36,000
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.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 months ago
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5 months ago
Translation
Booming games' Slot Cash Pig.
Bet: 4.5€
Won 12 scatter spins with potential maximum win of 8000x the bet
Scatter spins never started
Already cleared cache and cookies and used another device.
Always get this screen.
Not only has the casino not resolved the issue after claiming to have contacted the provider, but they also closed my gaming account without paying me the scatter spins I won on the slot
Automatic translation:
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5 months ago
Dear carsix79,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue and understand your frustration.
Could you please specify if you had any funds in your account?
Have you received any explanation as to why your account was blocked? Is it blocked permanently, or just temporarily while the game round is being investigated?
Have you passed KYC verification in this casino?
Have you made any successful withdrawals from this casino in the past?
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
Veronika
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5 months ago
Translation
I have no funds in my account because the game round was for a bonus that I was about to roll over.
I have not received any reason for closing the account despite having sent numerous emails.
I didn't do KYC because the casino doesn't require it like all casinos in the Rabidi group.
No withdrawals made.
Regarding the game round, I tried to access the slot several times but by starting the scatter spins the following screen continues to appear.
I had won 12 scatter spins with a stake of €4.50 and with a maximum potential win of 8000x the stake, i.e. €36,000
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5 months ago
Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.
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5 months ago
Translation
I sent you the correspondence directly from the email address with which I registered in the casino (email hidden by Casino Guru)
Edited by a Casino Guru admin
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5 months ago
Thank you very much, carsix79, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Translation
Always the exact same answer every day and it's already been three weeks!
Shameful..
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5 months ago
Hello there,
Thank you carsix79 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 the player's account blocked and what can we do to help resolve this issue.
Thank you!
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5 months ago
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Last reply from my VIP manager.
They are still investigating...it seems like a joke! Three weeks have passed and the casino doesn't want to fix the problem.
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Translation
Always the exact same response from my VIP manager and the casino.
I want the casino to compensate me for the potential winnings I would have received from scatter spins on the slot that never started. The maximum win could have been €36,000.
Otherwise, put this casino on the blacklist of scam casinos.
Edited
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5 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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