The player from Mexico had deposited 300 MXN based on misleading information about a bonus with no wagering requirements from the casino. After increasing their balance to 800 MXN, they were informed that they couldn't withdraw and eventually lost all the money. Their attempts to self-exclude resulted in accusations of violating terms by allegedly creating multiple accounts. We concluded that since the player's balance was empty and the account closure was within the casino's rights, there was nothing further we could do.
Player misled by casino about bonus terms.
Amount: Mex$300
Infinito.bet
Submitted: 31 May 2024 | Case closed : 10 Jun 2024
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Yesterday, I was deceived by an email from the casino infinito.bet. The lady who assisted me in the chat misled me, saying that if I deposited 300 MXN, I would receive a matching bonus with no wagering requirement or rollover. I played and increased the amount to 800, but then she told me I couldn’t withdraw, and I should keep playing, which I did, and ended up losing all my money. I am very upset 😡. Later, I contacted them to have myself permanently self-excluded from their casino, as they aren't providing any solution. The lady then told me that I violated their terms and conditions by allegedly creating multiple accounts with them, which is not true.
Automatic translation:
Public
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6 months ago
Hello jonaseguizabal25,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Infinito.bet 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? Is your account currently still open? Do you have any remaining balance there? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Dear jonaseguizabal25,
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.
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6 months ago
Translation
If it is correct, my account was already verified 2 weeks ago, my account I believe is no longer open right now, no, I do not have a balance because the last time I contacted the casino was to tell them that they did not comply with what they had told me about me. 300 deposit and I was angry and I told them to close my account and I told them they were scammers
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