Casino Infinity - El jugador no puede acceder a los fondos de la cuenta.

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

Me puesto en contacto una y mil veces por el chat en vivo no hacen nada o no entienden o no entiendo que ocurre.dos tengo dinero en mi cuenta[bastamte]y no me dejan acceder.tres no me dan ningun motivo por la resticcion.4 se cae cada dos minutos el juego eyes ourus en el cual estaba ganando dinero y me expulsaron sin saber por que.sin ninguna escusa o explicacion.ruego que me accedan a la cuenta para jugar o retirar li dinero ganado.es bastante grave lo que estsis haciendo con el cliente.espero una respuesta inmediata y el motivo poneros en conracto con migo

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 Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru 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

buenas tardes.soi mikel me encontraba jugando al juego heyes of horus .dicho juego no hace mas que salirse cada dos minutos lo cual pierdes la paciencia despues se te pone tambien en apuesta de dos euros cuando no estabas jugando esa cantidad lo cual juegas no te das cuenta y pierdes mas de lo apostado.mi perfil estaba verificado puse todos los datos correptamente como me pidieron y en eso no avia problema.quise retirar el dinero ganado y hay vinieron los problemas.tardaron segun la plataforma un dia entero para depositar 30 euros que puse para ver si eso era cierto y llegaba al destino concreto.nada no fue posible .lo dicho por ellos era que estaban verificando la cuenta cuando ya tenian mis datos y todo correpto mis nombre tarjetas de credito etc etc. Para depositar no avia ningun priblema pero para retirar era todo lo contrario...y ya por ultimo cuando ya me disponia a recuperar el dinero depositado por mi cuenta en el juego con mis ganancias y quedarme enpaz me echaron me rextringieron la cuenta y por mas de 100 veces intentandolo entrar a la app no uvo manera.yo ice capturas videos todo tipo de pruebas con lo ocurrido al notar sospecha todo tengo rejistrado asta el saldo.por mas que me pusiera en contacto con sus operadores ponian un robot que no me daba ninguna solucion mas que msndar un email con lo ocurrido.ice varios intentos y no uvo respuesta en otros que no existia y asi constanteme.esto ocurrido es muy grave y pir eso recurro a vosotros .por que anterior mente hace tiempo en otra app paso algo identico y lo tube que resolver por otras vias.gracias por escucharme y espero que se resuelva pronto este problema y poder recuperar lo que gane en la app .un saludo cordial y gracias de ante mano

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

Perdon se me olvido poner.no estaba jugando con ningun bono

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?

Buenas noches los correos que me manda casinoinfinty quiero responderles y no hay manera me dice que no existe etc etc..ya estoi cansado de este tema en concreto los videos que quiero mandar para que vean lo ocurrido me dicen que son demasido grande como podemos hacer para mostrarselos?

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
Casino.Guru