I have contacted them a thousand times via live chat, but they do nothing or they don't understand or I don't understand what's going on. Two, I have quite a bit of money in my account and they won't let me access it. Three, they don't give me any reason for the restriction. Four, the eyes ourus game in which I was winning money crashes every two minutes and they kicked me out without knowing why. Without any excuse or explanation. I beg that they access my account so I can play or withdraw the money I've won. What you're doing to the customer is quite serious. I hope for an immediate response and the reason for contacting me

Dear Jhoe11,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casino Infinity. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your casino account was blocked, and you have € 1,100 left on your balance?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good afternoon. I'm Mikel, I was playing the game Heyes of Horus. The game keeps crashing every two minutes, which makes you lose your patience, then it also puts you in a two euro bet when you weren't playing that amount, which you play, you don't realize and you lose more than you bet. My profile was verified, I entered all the data correctly as they asked me and there was no problem. I wanted to withdraw the money I won and that's where the problems came in. According to the platform, it took a whole day to deposit 30 euros that I put in to see if it was true and it reached the specific destination. Nothing, it was not possible. What they said was that they were verifying the account when they already had my data and everything was correct, my names, credit cards, etc. etc. To deposit there was no problem but to withdraw it was the opposite ... and finally when I was going to recover the money deposited by my account in the game with my winnings and stay alone, they kicked me out, they restricted the account and after more than 100 times trying to enter the app there was no way. I made screenshots, videos, all kinds of evidence of what happened when I noticed suspicion, everything is recorded, even the balance. No matter how much I contacted their operators, they put a robot that did not give me any solution other than sending an email with what happened. I made several attempts and there was no response, in others that it did not exist and so on constantly. What happened is very serious and that is why I turn to you. Because previously, a long time ago, something identical happened in another app and I had to solve it through other means. Thank you for listening to me and I hope this problem is resolved soon and I can recover what I won in the app. Best regards and thanks in advance

Sorry, I forgot to put it. I wasn't playing with any bonus.

Good evening, I want to reply to the emails that casinoinfinty sends me, but there's no way. It tells me that it doesn't exist, etc., etc. I'm tired of this specific issue. The videos I want to send so you can see what happened tell me that they are too big. How can we show them to you?

Dear Jhoe11, thank you for your reply. Could you please specify when exactly you submitted a withdrawal request? Do I understand correctly that your account got blocked while you had a pending withdrawal request in your account?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Jhoe11,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
www.kpvfaw.com