Infinity Casino - Player’s winnings have been cancelled.

I had won $10000 and made 2 withdrawals of $5000each taking my balance to $0. Later I played 11 sets of free spins winning around $27 to which I turned into $400 and withdrew. Now with the winnings from the free spins I was betting upwards of $10 and after reading the rules inow understand that the bets were too high but instead of cancelling the amount for $400 they have cancelled all my withdrawals which they shouldn't have. I should still be payed my 2 withdrawals of $5000 as I played the free spins after a zero balance.

Regards Brad.

Dear Brad,

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. Have you accumulated your winnings of $10,000 with or without an active bonus? What has been the status of those to withdrawals in the time you redeemed Free Spins (they were pending, confirmed, or processed)? Additionally, please forward any relevant communication together with your game history to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Brad,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.