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AskGamblers Awards

Casino Infinity - Account reopened after Self Exclusion Casinoinfinity

18 hours left for Casino Infinity to respond.

FOLLOW 

COMPLAINT INFO

Disputed casino

Casino Infinity

Reason

Self-exclusion

Amount

€ 822

RIKO92

3 DAYS AGO

Hello everyone, I'm 38 years old and have been addicted to sports betting for over 15 years.

I'm fighting this illness and doing everything I can to overcome it. I registered on the Infinity Casino website in 2024, and after losing a lot of money, I decided to ask them to permanently close my account due to my addiction to sports betting and casinos.

They did close my account permanently. But in January 2025, following a technical error, my account was reopened, and I lost the sum of 822 euros.

They explained to me by email and chat that my account was reopened following a technical error, which I understand, but I'm currently waiting for the refund of these deposits. I've been requesting it since May 11th and have received several reminders. I've only received a response.

Don't worry, you'll receive a response soon, and I apologize for the delay. But I'm worried.

I trust Casino Infinity; they seem reliable and trustworthy. Thank you all for your help.

Dear samirakdim2,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casino Infinity.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Can you currently access your player's account?
• Is casino actively communicating with you?
• Could you please forward all communications you have had with this casino regarding this matter to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

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,

Katarina

Hello Thank you for your feedback. I have forwarded all the evidence .The casino did close the account but still hasn't refunded the money lost on its website after reopening it. Thank you.

Hello, I would like to submit a correction to your title. In 2024, I opened an account after losing money and suffering from addiction. I decided to ask the casino to permanently close my account due to my sports betting addiction, and they closed my account. But in 2025, following a technical error, the site reopened my account without my consent, and I lost €822. I am therefore requesting a refund of these deposits because the site failed in its responsible gaming obligations aimed at protecting vulnerable players and should never have let me return to this account. I am sure we will find a solution. Best regards.

Thank you very much, samirakdim2, for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) 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 samirakdim2,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Casino Infinity representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Can you give us some more information about the nature of the technical error? Thank you in advance for providing us with your view of the issue.

Dear samirakdim2,

Thank you for reaching out to us.

We are deeply sorry to hear about your situation and any inconvenience the concerning issue caused for you.

Please be assured that your claim will be handled with the highest priority and was forwarded to all relevant departments.

We will inform you with further updates as soon as possible.

Thank you for your understanding and patience.

Kind regards,

Casino Infinity Casino Team

Dear casino representative,

thank you for your involvement in the mediation process. I can see the matter has also been brought up on a different 3rd party site more than 2 weeks ago. We will be awaiting your response and explanation as to why the player's account was reopened.

Hello Martin,

We have sent an evidence via email regarding this case.

We will wait for your update.

Kind regards,

Casino Infinity team

Hello Martin, Dear samirakdim2,

We are happy to inform you that your payment has been successfully complete.

Thank you for your patience and cooperation.

Kind regards,

Casino Infinity team

Dear casino representative,

thank you for your involvement in the mediation process.

Dear samirakdim2,

I hope you are doing well. I will leave this complaint open until you confirm the funds have been returned to you. I would also like to ask about the final amount you are meant to receive. Are you aware that the amount you are entitled to according to the casino's records is 740 EUR?

Hello receveid funds Thank you all!!

Dear samirakdim2,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Casino Infinity for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and I sincerely hope you will now be able to stop your gambling journey for good, as you wished. However, in case the need arises, feel free to reach out to our Complaint Resolution Center. We're here to help! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

www.kpvfaw.com