Infiniwin Casino - Player’s account has been blocked, withdrawal delayed.

At first chat with the customer service support on why my withdrawal has been rejected. They said at first there is some bank maintenance issue & ask to wait but never told how long it takes. After few days chat with them again & they said the provider has not reply & ask to wait. After a week later ask them again & they said your account has been suspended due to suspicious activity & told to wait 14 days for checking. After more than 2 weeks waiting ask them again & they don't said again provider no reply & still checking etc. Now more than 2 months already still no reply from them & I can't even log in.

Hello Nevergiveup,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Infiniwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you receive any evidence of multiple accounts? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thanks for replying. First of all, I got to know this Infiniwin through a friend, he is also my Introducer. He had played for some time & be able to make withdrawal initially, then he introduced me to play later on.

To answer your questions is at below :

Q) If your account is already verified and if yes, since when exactly

A) Yes, has been verified since I'm also able to make withdrawal at the beginning I played & that was almost 2 months ago

Q) Did you accumulate your winnings with real money or did you use a bonus?

A) Yes, it was from the real money betting & was not from any bonuses winning

Q) Did you receive any evidence of multiple accounts?

A) Nope, nothing. Just my account & I am registered under my Introducer with username : ag0***

Q) When was the last time you spoke to the casino and what was it about?

A) That was almost every few days I'm checking with them via chat room. At first I'm asking why I can't make withdrawal again although I'm be able to do it at early stage. They first replied were asking to resubmit the withdrawal & their account department will process it soonest possible, but it was unsuscessfull. Then my account failed to log in. I asked again, they said their provider hasn't got back to them therefore decided to suspend my account. They also said money is safe inside, they will contact the provider & told to wait 14 days. After more than 14 days I asked again why still could not log in to make withdrawal, they said the provider is still investigate & checking but never advise until when. Then I asked again few more days later, they said as per check by provider, it had detected my account betting abnormal, high risk player found account suspended.

Mr Nick, may I ask who is their provider in the first place they meant, does it exist & what it means by betting abnormal since all betting records has been recorded in their platform & traceble. Kind of weird excuses they given all these while. I think this Infiniwin platform (www.iwmy.net) is an absurd SCAMMERS!

The recent asking them what's my account status but each time given my username, no more reply from them. The money I wanted to withdraw are those I had deposited since I'm loosing a lot already.

Thanks

Hello Nevergiveup,

Did you play casino games or sports betting in the casino?

Hi Nick,

Yes, I played only casino games. Only AG Gaming.

Regards.

Hello Nevergiveup,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?

Sure sir.

Thank you Nevergiveup for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Nevergiveup,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, I would say that the casino meant you as a "high-risk player", and that your betting was "abnormal and both sides", which could indicate you played games with more than one possible outcome, and that the casino detected opposite betting or covering most or all outcomes of the games/events. Therefore, I have a few questions for you, to clarify the situation, and please note I will wait for all the requested answers and information.

• Do I understand correctly you played only Live Casino (AG Gaming game provider)?
• What exact games or types of games did you play? Can you confirm that at some points you played so that all or most of the possible outcomes were covered by your bets? If so, what was the purpose of such a play? Are you aware that it could indicate a breach of the casino's AML rules and/or possibly money laundering, especially if you repeated such a process more than once?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Infiniwin Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Nevergiveup,

I am already in contact with the casino and there is still an ongoing communication between me and the casino representative outside the thread.

In the meantime, while I will wait for further details/supporting evidence I requested from the casino, can you please look at my previous post and answer my questions directed to you, and in addition, somehow rationally explain how is it possible you accessed your casino account using the same internet connection/IP as another casino account, which coincidentally also recently had a complaint on casino.guru?

Looking forward to hearing from you.

Hi Brian,

I only played AG Casino Game & I was loosing all the time. The money I wish to withdraw are those I have deposited, only a little winning but overall I am still in the loosing end.

Sir, I am actually being introduced to register under a friend's referral. I did play at this house together but not all the time & we are on a different betting time & betting patterns(as please ask provider to proof our betting evidence ie date & time for each betting placed). That is why they said it had detected the same IP. By the way, is it each time log in to play are detected with the same IP as they claimed? Is kind of absurd for such excused for not returning & allowing my withdrawal. Let me ask this, if there are many player place betting at a public café such as Starbucks, are all these player account will be suspended because suspected of fraud & illegal betting?

They sounds like an insurans company denying & can't afford to pay claims by giving excuses such as "since we have detected you drive your car in a traffic jam condition at that time & place, therefore we have suspected you driving in a dangerous manner that causing an accident. The case is under dangerous driving & men's laughter & it cannot be claimed!

Sir, how can we drive a car alone in a road without any cars? How can they say it detected the same IP & suspected illegal betting? How about those stay in a high rise condo residence or a hotel, coincidence the player placed betting at the same building, is it consider illegal betting as they claimed?

Dear Nevergiveup,

It depends on a particular situation and circumstances. Random people who coincidentally register and play from the same café logically would not refer each other to play at the casino unless they are closely connected, and the IP would be the only match between their data, also very likely with a significant time difference between their activity from the same IP address. In addition, it does not really have to matter if you and your friend were active at the same time or not. There are many ways how to abuse casinos' systems/bonuses and many of them do not require exactly the same activity or playing from more than 1 account at exactly the same time.

As I mentioned, I am currently waiting for additional details and clarification from the casino representative outside the thread. So, once I have any news or updates, I will inform you.

Now, to keep track of the processing time, I am setting the timer for the casino.

Thank you for your patience and understanding.

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.

If there is still no reply from them, I will make Police report & will make sure all social media will see their real face from time to time & know who they are until meet them in graveyard !

Dear Nevergiveup,

Unfortunately, I have not received any further response from the casino regarding the issue, requested details or sufficient supporting evidence for their claims and decision. They stopped responding completely. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru