Casino Infinity - Hráčova hra zamrzla a účet byl uzavřen.

Booming games' Slot Cash Pig.

Bet: 4.5€

Won 12 scatter spins with potential maximum win of 8000x the bet

Scatter spins never started

Already cleared cache and cookies and used another device.

Always get this screen.

Not only has the casino not resolved the issue after claiming to have contacted the provider, but they also closed my gaming account without paying me the scatter spins I won on the slot

Slot cash pig del provider Booming games.

Puntata 4.5€

Vincita 12 giri scatter con potenziale vincita massima 8000x la puntata

Giri scatter mai partiti

Già effettuata pulizia cache e cookies e usato anche altro dispositivo.

Esce sempre questa schermata.

Il casinò oltre a non aver risolto il problema dopo aver detto di aver contattato il provider mi ha chiuso il conto gioco senza pagarmi i giri scatter vinti alla slot

Dear carsix79,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue and understand your frustration.

Could you please specify if you had any funds in your account?

Have you received any explanation as to why your account was blocked? Is it blocked permanently, or just temporarily while the game round is being investigated?

Have you passed KYC verification in this casino?

Have you made any successful withdrawals from this casino in the past?

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

Best regards

Veronika

I have no funds in my account because the game round was for a bonus that I was about to roll over.

I have not received any reason for closing the account despite having sent numerous emails.

I didn't do KYC because the casino doesn't require it like all casinos in the Rabidi group.

No withdrawals made.

Regarding the game round, I tried to access the slot several times but by starting the scatter spins the following screen continues to appear.

I had won 12 scatter spins with a stake of €4.50 and with a maximum potential win of 8000x the stake, i.e. €36,000

Non dispongo di fondi sul conto perché il round di gioco riguardava un bonus il cui rollover stavo per completare.

Non ho ricevuto alcuna motivazione sulla chisusura del conto nonostante abbia inviato numerose mail.

Non ho effettuato KYC perché il casinò non lo richiede come tutti i casinò del gruppo Rabidi.

Nessun prelievo effettuato.

Riguardo al round di gioco ho provato più volte ad accedere alla slot ma facendo partire i giri scatter continua ad apparire la schermata seguente.

Avevo vinto 12 giri scatter con puntata 4,5€ e con potenziale vincita massima 8000x la puntata cioè 36000€

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.

I sent you the correspondence directly from the email address with which I registered in the casino (email hidden by Casino Guru)

Le ho inviato la corrispondenza direttamente dall'indirizzo mail con cui mi sono registrato nel casinò (email hidden by Casino Guru)

Thank you very much, carsix79, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Always the exact same answer every day and it's already been three weeks!

Shameful..

Sempre la stessa identica risposta ogni giorno e sono già passate tre settimane!

Vergognoso..

Hello there,

Thank you carsix79 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Infinity for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Last reply from my VIP manager.

They are still investigating...it seems like a joke! Three weeks have passed and the casino doesn't want to fix the problem.

Ultima risposta del mio vip manager.

Stanno ancora indagando..sembra uno scherzo! Tre settimane sono passate e il casinò non vuole risolvere il problema.

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.

Always the exact same response from my VIP manager and the casino.

I want the casino to compensate me for the potential winnings I would have received from scatter spins on the slot that never started. The maximum win could have been €36,000.

Otherwise, put this casino on the blacklist of scam casinos.

Sempre la stessa identica risposta da parte del mio vip manager e dal casinò.

Voglio che il casinò proceda ad un risarcimento per le potenziali vincite che avrei ottenuto dai giri scatter della slot che non sono mai partiti. La vincita massima sarebbe potuta essere di 36000€.

In caso contrario mettete questo casinò nella black list dei casinò truffa.

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. 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 might 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. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Casino Infinity. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

They never responded to me via email for months and now they are reopening the complaint.

Strange but good... but I don't want to be made fun of anymore so I hope it's not just a ploy by the casino to recover its reputation.

So Peter what are the casino's statements regarding my complaint?

Non mi hanno mai più risposto via mail per mesi e adesso riaprono il reclamo.

Strano ma bene...ma non vorrei più essere preso in giro perciò spero non sia solo un escamotage del casinò per recuperare la sua reputazione.

Quindi Peter quali sono le dichiarazioni del casinò riguardo al mio reclamo?

Hello everyone,

My name is Kubo, and I will be taking over the resolution process for this complaint. Let me dive into the issue to understand it clearly and smoothly continue the investigation that my colleague Peter started.

Dear carsix79,

We are still waiting for the casino's statement regarding your case. I will inform you as soon as I receive any new information

Thank you for your understanding and patience.

Best Regards,

Kubo

Dear all,

Thank you for reaching out.

Shortly we will send an email to Kubo, to provide further insight in regards to the customer's claim.

We hope our explanation helps us reach the resolution of the case.

Best regards,

CasinoInfinity team

I await an email from the casino to resolve this complaint.

I am the victim and therefore I should be the one to receive explanations from the casino after all these months in silence..

Attendo una mail da parte del casinò per risolvere questo reclamo.

Sono io la vittima e dovrei quindi essere io a ricevere spiegazioni dal casinò dopo tutti questi mesi in silenzio..

Hi Kubo, when you receive this hypothetical email from the casino you could forward it to me because the casino has stopped communicating with me for months without resolving my complaint.

Ciao Kubo, quando riceverai questa ipotetica mail dal casinò potresti inoltrarmela perché il casinò con me ha cessato qualsiasi comunicazione da mesi senza risolvere il mio reclamo.

Dear carsix79,

I have received new information from the casino, which has prompted some additional questions. Once I have their responses, I will provide you with a final statement.

Thank you for your understanding and continued patience during this process.

Dear Casino Infinity,

Could you please respond to the email I sent you?

Hi Kubo, since I am the direct interested party of this complaint, could I have this "new information" that the casino would have given you?

I still don't understand why this isn't being sent to me. I would like more transparency and seriousness from the casino that ignored me for months.

Ciao Kubo, dato che sono il diretto interessato di questo reclamo potrei avere queste "nuove informazioni" che ti avrebbe dato il casinò?

Continuo a non capire perché tutto ciò non viene inviato a me. Vorrei più trasparenza e serietà da parte del casinò che per mesi mi ha ignorato.

Dear Casino Guru,

We are currently investigating the issue and are committed to resolving it promptly. We appreciate your patience and hope for your understanding.

Rest assured, we will provide an update shortly.

Kind regards,

Casino Infinity team

What is a joke?

Cos'è uno scherzo?

7 months without having a response from the casino

Then they decide to reopen the complaint and wait a week to respond saying they have information about it.

Another week goes by without it being clear what they want to do and that they are still investigating the problem.

Now we wait for another week, we don't know what for.

I wonder why the complaint was opened if the casino still does not provide a permanent solution and continues to stall with answers that I personally continue to not receive!

7 mesi senza senza avere una risposta dal casinò

Poi decidono di riaprire il reclamo e attendono una settimana per rispondere dicendo che hanno informazioni a riguardo.

Passa un altra settimana senza avere chiaro ancora quello che vogliono fare e che stanno ancora indagando sul problema.

Adesso aspettiamo ancora un altra settimana non si sa per cosa.

Mi chiedo perché sia stato aperto il reclamo se il casinò non fornisce ancora una soluzione definitiva e continua a temporeggiare con le risposte che io continuo personalmente a non ricevere!

Dear carsix79,

I apologize for the long wait. As I previously mentioned, the casino provided a partial explanation of your issue, which I found insufficient, so I asked additional questions. Unfortunately, since then, communication from the casino's side has ceased.

However, considering the information we have, I would like to ask you one question: Did you have an account at Casino Infinity in the past that was closed upon your request for self-exclusion?

Should this "partial" explanation of the casino remain in the dark on my part? Or could I also be aware of it since I am the interested party?

So the casino wanted to open the complaint just to "clean up" the reputation damaged by my complaint and which has now been strangely rerated from below average to above average without providing useful information?

Regarding your question, I have never previously had a gaming account opened on Infinity and this account was closed by them without justification and without my specific requests for closure. If it were as the casino says I would be entitled to a full refund of all my deposits.

I have previously requested a self-exclusion at all Rabidi group casinos but have been denied any refund on money lost at their casinos following this request.

I also emailed last week to get an update on this complaint (scatter spins on Cash Pig never paid out) and the casino never gave me a response about it. So I wonder if we are all wasting time for nothing!

Questa spiegazione "parziale" del casinò deve restare all'oscuro da parte mia? O potrei esserne al corrente anch'io dato che sono il diretto interessato?

Quindi il casinò ha voluto aprire il reclamo solo per "pulirsi" la reputazione danneggiata dal mio reclamo e che ora è stata stranamente rivalutata da sotto la media a sopra la media senza fornire informazioni utili?

Riguardo alla tua domanda non ho mai avuto precedentemente un conto gioco aperto su Infinity e questo account è stato chiuso da parte loro senza giustificazioni e senza mie richieste specifiche di chiusura. Se fosse come dice il casinò avrei diritto al rimborso completo di tutti i miei depositi.

In passato ho chiesto un autoesclusione su tutti i casinò del gruppo Rabidi ma mi è stato negato qualsiasi rimborso sul denaro perso nei loro casinò successivamente a tale richiesta.

Ho inviato una mail anche settimana scorsa per avere un aggiornamento su questo reclamo (giri scatter su Cash Pig mai pagati)e il casinò non mi ha mai fornito una risposta a riguardo. Mi chiedo quindi se stiamo tutti perdendo tempo per nulla!

Dear casino when will your update on the issue regarding this complaint arrive?

After seven months are you still investigating?

Who can believe such a thing?

Why was this complaint reopened if the casino did not provide anything new?

If you really want to resolve the complaint refund me all the deposits made since according to you I had a self-exclusion going on at your casino.

I have not received any withdrawals from you.

Caro casinò quando arriva il tuo aggiornamento sul problema relativo a questo reclamo?

Dopo sette mesi state ancora indagando?

Chi può credere ad una cosa simile?

Perché questo reclamo è stato riaperto se il casinò non ha fornito nulla di nuovo?

Se veramente volete risolvere il reclamo rimborsatemi tutti i depositi effettuati dato che secondo voi avevo un autoesclusione in corso sul vostro casinò.

Non ho ricevuto alcun prelievo da parte vostra.

Dear carsix79,

I understand your frustration regarding the lack of information provided. Unfortunately, since the initial communication from the casino after your reopening request, there has been no further response from their side.

As per my understanding, your account was closed under article 4.1:

4.1 By opening an account on our Website and by using our services, you warrant that:

-you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances.

Based on evidence provided by the casino, it has been established that you requested self-exclusion across the entire casino group, including Casino Infinity. Consequently, we believe you are not eligible to receive any winnings obtained. Moreover, the winnings in question were only potential and may not significantly impact the outcome.

From our perspective, if the casino fails to identify an addicted player who uses identical personal information previously excluded due to gambling issues, that player should not be entitled to receive winnings. However, the player should be eligible for a refund of any deposits made.

Dear Casino Infinity,

Could you please address this case? It has been open for an extended period, and without your cooperation, we may have no choice but to mark the complaint as unresolved. Your prompt attention would be greatly appreciated.

I see the casino is very responsive in this complaint. Even by email.

I asked for the deposit statement three times but no response.

I should verify the transactions on the bank statement but we will be around €5000 and up.

As I imagined the casino's purpose in reopening this complaint was to improve its reputation on Casino Guru.

If there is no collaboration on their part, I hope that Casino guru will take this into account and apply the exemplary sanction.

So dear Infinity casino provide the statement of my deposits and proceed with the full refund of them please.

Vedo che il casinò è molto reattivo in questo reclamo. Anche via mail.

Ho chiesto per tre volte l'estratto conto dei depositi ma nessuna risposta.

Dovrei verificare le transazioni sull'estratto conto bancario ma saremo sui 5000€ in su.

Come immaginavo lo scopo del casinò nel riaprire questo reclamo era quello di migliorare la sua reputazione su Casinò guru.

Se non ci sarà collaborazione da parte loro spero che Casinò guru tenga conto di questa cosa e applichi la sanzione esemplare.

Quindi caro casinò Infinity fornisci l'estratto conto dei miei depositi e procedi al rimborso completo di essi per favore.

Dear Kubo,

Thank you for your patience.

Please be informed that we are investigating the matter further internally.

We will inform you as soon as we have any updates.

Best regards,

Casinoinfinity team

They're making fun of us!

Since January, the casino has continued to provide the exact same "we are still investigating and we will let you know" response and continues to fail to respond to the allegations made in this complaint.

I asked again for my deposit statement via email and they still don't respond.

It is clear that this casino is not interested in resolving this complaint if it continues to postpone responses that should be obvious and immediate after all this time.

Summing up:

The casino was aware of my self-exclusion and allowed me to deposit and lose any deposits that they do not want to provide a statement for.

I didn't get paid for cash pig slot scatter spins because the software crashed before the spins started.

After submitting a complaint, my VIP manager kept replying to me for several weeks that everything would be resolved.

At a certain point they blocked my account without warning and without communicating with me anymore.

That's all!

Judge for yourself...

Ci stanno prendendo in giro!

È da gennaio che il casinò continua a fornire la stessa identica risposta "stiamo ancora indagando e appena avremo notizie vi informeremo" e continua a non rispondere alle contestazioni avanzate in questo reclamo.

Ho chiesto ancora l'estratto conto dei miei depositi via mail e continuano a non rispondere.

È chiaro che a questo casinò non interessa risolvere questo reclamo se continua a posticipare le risposte che dovrebbero essere ovvie e immediate dopo tutto questo tempo.

Riassumendo:

Il casinò era a conoscenza della mia autoesclusione e mi ha consentito di depositare e perdere tutti i depositi di cui non vuole fornire l'estratto conto.

Non mi sono stati pagati i giri scatter della slot Cash pig perché il software si è bloccato prima che iniziassero i giri.

Dopo aver presentato reclamo il mio vip manager per diverse settimane mi ha continuato a rispondere che sarebbe stato risolto tutto.

Ad un certo punto mi bloccano il conto senza preavviso e senza più comunicare con me.

Questo è tutto!

Giudicate voi..

Dear carsix79,

Could you please review your internet banking records and identify all deposits made to Casino Infinity? We need the bank statement that includes all these transactions, along with the exact amounts deposited. Please send the document to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Hi Kubo,

I sent an email.

Ciao Kubo,

ti ho inviato una mail.

Dear Casino Infinity,

Unfortunately, our patience is not infinite. Despite numerous emails and direct messages regarding this complaint, we have not received any response from you. Therefore, we have no choice but to close this case as unresolved, this time due to a failed self-exclusion.

As previously stated, if a casino fails to flag an excluded person who registers using their personal information already in the casino's or group's database, it is considered unfair to allow this player to deposit and play.

In such cases, we believe the deposits should be refunded to the player.

Dear carsix79,

Thank you for your message and for providing the bank statement with the visible deposits to Casino Infinity. I have adjusted the disputed amount of this complaint based on the provided document. Unfortunately, without cooperation from the casino, there is little more we can achieve.

I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory resolution to your issue. However, the decrease in the casino's rating caused by unresolved complaints might encourage them to change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Best Regards,

Kubo