Casino Infinity - O limite de depósito do jogador foi ignorado.

I emailed the casino asking them to lower my deposit limit to 75 euros. They didn't do it and told me it wasn't necessary for me to enjoy the game.

After losing 250 euros, I repeatedly asked them to close my casino account, but they never did, leaving me to deposit and lose more money.

I have sent over 10 emails asking them to close the account, and not only did they refuse, but they also responded with messages like the one I have attached!

I demand to know why they didn't lower my deposit limit and why they didn't close my account when I requested it.

Ζήτησα με email από το καζίνο να μου κατεβάσουν το όριο κατάθεσης σε 75 ευρώ...αυτοί δεν το έκαναν και μου είπαν πως δε χρειάζεται να γίνει για να μπορώ να απολαύσω το παιχνίδι

Αφού έχασα 250 ευρώ τους ζήτησα επανελειμενα να κλείσουν τον λογαριασμό του καζίνο μου και δεν το έκαναν ποτέ αφηνοντας με να καταθέτω και να χανω αλλά χρήματα

Έχω στείλει πάνω από 10 email που ζητάω να κλείσουν τον λογαριασμό κ αυτοι όχι απλά δεν τον κλείνουμε αλλά μου στέλνουν απαντήσεις όπως αυτή που επισυνάπτω !!!!

Απαιτώ να μάθω γιατί δεν κατέβασαν το όριο καταθέσεων μου και γιατί δεν έκλειναν τον λογαριασμό μου οπότε το ζηταγα

Dear sakismrg,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you've experienced with the casino regarding your deposit limits and account closure requests. To help us better understand your situation and assist you more effectively, could you please provide the following details:

• Have you ever mentioned a gambling problem as the reason to have your account blocked?
• When did you start asking the casino to close your account, and how many times did you make this request?
• Could you provide any specific responses from the casino, including the one you’ve attached, to support your claim?
• I have checked the forwarded messages and would like to ask if you sent requests for self-exclusion to support@casinoinfinity.com as well, or if you communicated only with your VIP Manager, Margaret.

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,

Petronela

-I have not mentioned a gambling problem as a reason for banning but I have asked more than ten times to be banned because I am not happy with their returns...

They didn't answer me, they didn't shut him down and when I persisted, they told me to persist because luck will change

-I started asking for it to be closed a long time ago

- I contacted live chat to close the account and they forwarded me to the responsible manager AND NO to support

They never mentioned support or I would have gone there

- also when I asked for my deposit limit to be reduced, they told me that this is not possible

-Finally after ten emails they closed the account yesterday...I want them to tell me why they didn't reduce the deposit limit as I requested and why when I asked to close the account they told me to stay here that luck will change and not to leave because they know what are they doing

-δεν έχω αναφέρει πρόβλημα τζόγου ως αιτία αποκλεισμου αλλά ζήτησα πάνω από δέκα φορές να κλείσει γιατί δεν είμαι ευχαριστημένος από τις αποδόσεις τους...

Δεν μου απαντούσαν δεν τον έκλειναν και όταν επέμενα μου έλεγαν να επιμένω γιατί θα αλλάξει η τύχη

-ξεκινησα να ζητάω να κλείσει εδώ και πάρα πολύ καιρό

-επικοινωνησα με την ζωντανή ομιλία να κλείσει τον λογαριασμό και αυτοί με προωθούσαν στην υπεύθυνη μάνατζερ ΚΙ ΟΧΙ στο support

Δεν ανέφεραν ποτέ το support αλλιως θα είχα απευθυνθεί εκεί

-επισης όταν ζήτησα νά μειωθεί το όριο κατάθεσης μου μου απάντησαν πως δεν είναι δυνατόν αυτό

-Τελικά μετά από δέκα email έκλεισαν εχθές τον λογαριασμό ...θέλω να μου πουν γιατί δεν μείωσαν το όριο κατάθεσης όπως ζήτησα και γιατί όταν ζήτησα να κλείσει ο λογαριασμός μου είπαν να μείνω εδώ πως η τύχη θα αλλάξει και να μη φύγω γιατι ξέρουν αυτοί τι κάνουν

Hi sakismrg,

I see that you first contacted the casino on July 24th to request a monthly deposit limit. Please understand that not all casinos offer these limits. If setting up the limits is not possible, you should always clearly state that you wish to have your account closed, specify the duration, and explain the reason for closing your account.

From the forwarded communication, I see that on July 26th, you requested account closure due to dissatisfaction with the casino RTP. You did not mention a gambling problem or other reasons suggesting the need for a permanent closure.

Could you please confirm that your account was closed yesterday, the same day you requested it?

Thank you.

I can confirm that the account was closed yesterday but not on the same day as I requested and I had to send several emails..

I asked him to close other times and they told me not to close him and that they know what they are doing

I confirm that I requested the account to be permanently closed because I lost a lot of money

There should be responsible betting and since I asked for a deposit limit they should activate it otherwise there is no security.

If they had activated the deposit limit I asked for I wouldn't have lost so much money

Is there responsible betting from the casino without putting a deposit limit on you when you ask for it?

Επίβεβαιωνω ότι ο λογαριασμός έκλεισε εχθές αλλά όχι την ίδια μέρα που το ζήτησα και χρειάστηκε να στείλω πολλά email..

Ζήτησα νά κλείσει και άλλες φορές και μου απάντησαν να μην τον κλείσω και πως ξέρουν αυτοί τι κάνουν

Επίβεβαιωνω πως ζήτησα να κλείσει οριστικά ο λογαριασμός επειδή έχασα πολλά χρήματα

Θα έπρεπε να υπάρχει υπεύθυνος στοιχηματίσμος και αφού ζήτησα όριο κατάθεσης να το ενεργοποιήσουν αλλιώς δεν υπάρχει ασφάλεια .

Αν είχαν ενεργοποιήσει το όριο κατάθεσης που ζήτησα δεν θα εχανα τόσα χρήματα

Υπάρχει υπεύθυνος στοιχηματίσμος από το καζίνο χωρίς να σου βάζουν όριο κατάθεσης όταν το ζητάς ?

-Why as many times as I asked in the live chat to close the account, they did not forward me to support but forwarded my message to the manager who did not let me close it and offered me a bonus for the next deposit to stay

-When I say I want you to close the account, you must close the account

-Γιατί όσες φορές ζήτησα στην ζωντανή ομιλία να κλείσει ο λογαριασμός δεν με προωθούσαν στο support αλλά προωθούσαν το μύνημα μου στην μάνατζερ η οποία δεν με άφηνε να τον κλείσω και μου πρόσφερε bonus επόμενης ξαταθεσης για να μεινω

-Όταν λέω θέλω να κλείσεις τον λογαριασμό πρεπει να κλείσεις τον λογαριασμό

How does the casino ask for a license from Greece when in Greek law they are obliged to have deposit and loss limits?

Πώς το καζίνο ζητάει άδεια από Ελλάδα όταν στην ελληνική νομοθεσία είναι υποχρεωμένοι να έχουν όρια καταθέσεων και απωλειών ?

Hi sakismrg,

I understand it can be confusing when the casino doesn’t clearly explain how to self-exclude from their website. My recommendation is to save all communications for future reference. If you contacted the casino before July 24th to request account closure due to gambling issues, please forward that information to me. However, if you only mentioned dissatisfaction with the RTP, we won't be able to assist with a refund. Please note that concerns about low RTP are not grounds for permanent account closure, and the casino will typically try to address your issues unless they are aware of a gambling problem.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

No I didn't mention gambling problems but I think it's my right to ask for the account to be closed because I'm not happy with it being closed

I also find it unjustified that they reject my request for a monthly deposit limit !!!!

Please close the complaint, I have nothing else to add... just for players to be careful and know that requests to reduce the deposit limit are ignored

Όχι δεν ανέφερα προβλήματα τζόγου αλλά νομίζω πως είναι δικαίωμα μου όταν ζητάω να κλείσει ο λογαριασμός επειδή δεν είμαι ευχαριστημένος αυτος να κλείνει

Επίσης θεωρώ αδικαιολόγητο να απορρίψουν το αίτημα μου για μηνιαίο όριο κατάθεσης !!!!

Κλείστε το παράπονο δεν έχω να προσθέσω κάτι άλλο...απλά να προσέχουν οι παίκτες κ να γνωρίζουν πως αγνοούνται τα αιτήματα για μείωση ορίου κατάθεσης

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.