Casino Infinity - Рахунок гравця несподівано заблоковано в Casino Infinity.

Good day, I requested a withdrawal at Casino Infinity, but my account was suddenly locked after I wanted to play some more. I was shown a message saying I could no longer use their services, as you can see in the picture.

I have not violated their terms and conditions, so I can't understand why they have locked my account.

Guten Tag , ich hatte eine Auszahlung angefragt bei Casino Infinity , nachdem ich noch etwas spielen wollte wurde mein Konto aufeinmal gesperrt bzw . Mir wurde angezeigt das ich die Dienste nicht mehr in Anspruch nehmen kann siehe Bild .

Ich habe nicht gegen die AGBs verstoßen weshalb ich mir nicht vorstellen kann warum die mich gesperrt haben .

Dear dnweidmueller,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Infinity.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Have you contacted casino support and asked for an explanation? What response have you received?

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,

Tomas

Good day

I started playing on February 6th, 2024 and on February 7th after I wanted to withdraw my account was blocked.

I mainly spent my money on slots.

I didn't take advantage of a bonus.

The casino answered me or the support forwarded it to the technical department to stop me. There is no mention of a processing period, only that we will get back to you soon.

Guten Tag

Ich habe am 06.02.2024 angefangen zu spielen und am 07.02 nachdem ich auszahlen wollte wurde mein Konto gesperrt .

Ich habe mein Geld hauptsächlich mit Slots umgesetzt .

Einen Bonus habe ich nicht in Anspruch genommen .

Das Casino hat mir geantwortet bzw. Der Support das diese es an die Technische Abteilung weiterleiten um mich hinzuhalten . Von einem Bearbeitungszeitraum wird nicht gesprochen sondern nur das sich bald gemeldet wird .

Have you submitted any documents for verification? Was the verification completed?

Has the casino provided you with any explanation since your last message?

Please send me the correspondence you received from the casino to my email at tomas@casino.guru

Dear dnweidmueller,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.