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Casino Infinity ignored my self-exclusion. As a result, I unfortunately continued playing and only realized too late that the casino doesn't have a license, despite advertising with a valid one. Consequently, I wanted to get my deposited money back in accordance with applicable law, but I received no response to my email regarding either the ownership or licensing situation. In my opinion, the casino is operating fraudulently.

Casino Infinity hat meinen selbstauschluss ignoriert. Aufgrunddesse habe ich leider weitergespielt und erst zu spät bemerkt. Dass das Casino keine Lizenz hat, obwohl es mit einer gültigen Lizenz wirbt. Daraufhin wollte ich gemäß geltendem Recht mein einbezahltes Geld zurückerhalten, ich habe per Mail weder eine Antwort auf die Eigentümer- noch die Lizenzverhältnisse erhalten. Das Casino betreibt in meiner Wahrnehmung eine betrügerische Praxis.

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Hello,

Thank you very much for submitting your complaint. I am sorry to hear about your negative experience at Casino Infinity.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.

To proceed further, could you please confirm your reason for requesting a self-exclusion from Casino Infinity?

Thank you for your understanding.

I look forward to your reply.

The reason for my self-exclusion was that I no longer wanted to deposit any more money and simply wanted the account deleted. They never complied with this request, which is why they continued to gamble away my money.

Der Grund für meinen selbstausschluss war, dass ich kein weiteres Geld mehr einzahlen wollte und der Account einfach gelöscht werden sollte. Dieser Bitte sind sie nie nachgekommen, weshalb dann weiter Geld von mir verspielt wurde.

Thank you for your response.

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway. If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Dear FEYSAL,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru