Casino Infinity - Pelaajan omaehtoista pelikieltopyyntöä ei käsitelty.

Good evening,

I had requested self-exclusion from Infinity Casino via email on 12/10/25 as there is no other way to block the account (through the site for example) but the self-exclusion did not take place. It is assumed that someone enters the process of self-exclusion when they realize that they are having a problem with gambling and the casino, either due to addiction or due to other factors (excessive time consumption, distraction from other important activities, etc.). Therefore, self-exclusion should be implemented immediately.

Unfortunately, because it was not implemented at that time, additional deposits of around €800 were made.

Is it possible to get a refund in such cases?

Καλησπέρα σας,

Είχα ζητήσει 12/10/25 αυτοαποκλεισμό από το Infinity Casino μέσω email καθώς δεν υπάρχει άλλος τρόπος αποκλεισμού του λογαριασμού (μέσω του του site για παράδειγμα) αλλά δεν έγινε ο αυτοαποκλεισμός.. Υποτίθεται ότι σε αυτοαποκλεισμό μπαίνει στη διαδικασία να προβεί κάποιος όταν αντιλαμβάνεται ότι του δημιουργείται πρόβλημα με τον στοιχιμαστισμό και το καζίνο είτε λόγω εθισμού είτε λόγω άλλων παραγόντων (κατανάλωση υπερβολικού χρόνου, αποσυντονισμος από τις υπόλοιπες σημαντικές δραστηριότητες και τα λοιπά). Επομένως ο αυτοαποκλεισμός θα πρέπει να εφαρμόζεται άμεσα.

Δυστυχώς, επειδή δεν εφαρμόστηκε εκείνη τη στιγμή, πραγματοποιήθηκαν επιπλέον καταθέσεις της τάξεως των 800€.

Υπάρχει δυνατότητα επιστροφής των χρημάτων αυτών σε τέτοιες περιπτώσεις;

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Chocoliquer,

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.

• Are you concerned about a potential gambling problem, or are you currently experiencing difficulties related to gambling?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Good evening,

Thank you for your prompt response.

• Yes, I identified a gambling problem, which is why I wanted to put myself in immediate exclusion. I believe that this is the point of self-exclusion, to be implemented immediately to avoid further consequences.

• I have forwarded to you all my relevant correspondence with casino infinity to the email you indicated.

Thank you in advance.

Sincerely,

Καλησπέρα σας,

Ευχαριστώ για την άμεση ανταπόκρισή σας.

• Ναι, εντόπισα πρόβλημα με τον τζόγο γι' αυτόν τον λόγο θέλησα να θέσω τον εαυτό μου σε άμεσο αποκλεισμό. Θεωρώ ότι αυτό είναι το νόημα του αυτοαποκλεισμού, να εφαρμόζεται άμεσα για να αποφευχθούν επιπλέον επιπτώσεις..

• Σας έχω προωθήσει στο mail που κου υποδείξατε όλη την σχετική αλληλογραφία μου με το casino infinity.

Σας ευχαριστώ εκ των προτέρων

Με εκτίμηση

Dear Chocoliquer,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Casino Infinity Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email support@casinoinfinity.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Best regards,

Katarina

Dear Chocoliquer,

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,
Katarina
Casino.Guru