Infiniwin Casino - Player's withdrawal frozen due to provider investigation.

This casino is a scam! Total of my winning cannot be withdrawal and they told me my betting problem and said that provider is checking ! After that they have told me again provider still checking and they not yet feed back them ! And the second week they told me provider not yet reply so have to freeze my account also ! This infiniwin really is a big scammer ! If people who is at the infiniwin or royalewin is batter you all withdrawal it out before you all will get same problem as what I had! I will show it too all what ever conversation as what the customer support who answer my question !

Dear User999,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hi Tomas,

as I register at infiniwin from last month all withdrawal is ok. And it is happen on may 7 then my withdrawal is reject and they said provider need to check. And then the live support told me has to be 5-6 day and they told me I can still bet on other casino but the Asia gaming is already cannot be used. So I do bet on Allbet Casino ! And this week Tuesday 15 may I try to contact with the customer support again and I ask them why I still cannot withdrawal on my payment then they told me is the provider still did not give answer and I ask why that day you all said to me 5-7 days and now you told me provider did not give answer then I ask which provider they also not answer me ! And then after the customer support finish they just suspended my account I totally can’t login and they told me because of provider did not give answer so they temporally need to suspend my account until future notice ! Now I totally can’t login to my account at all too. And also rwmy99.com also suspend account too this is what I have check this 2 website is the same owner . Because at this website I did not start any betting they also suspend the account on the same day! If they want to check or waiting for provider my money is inside the account they cannot just simple suspend it until I can’t login to check on it ! If like this how to get player to trus on online betting casino ?

update from the customer support on Infiniwin

Thank you very much, User999, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello User999,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I have attempted to contact Infiniwin Casino through every available communication channel but haven't had much success. The email I sent to their affiliates wasn't delivered, and I'm still waiting for a response from their official Skype account.

Thank you for your patience.

Best Regards,

Jakub

Hi jakub,

I have try to get update from the customer support but the customer support are not answering my question also !

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.

Hi,

I just msg to infiniwin customer support and this is the update and they just told to wait for provider below are the screenshots of our conversation

Dear User999,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo