Refuel Casino - La cuenta del jugador está mal administrada después de la autoexclusión.

Hello,

I am submitting this complaint regarding several casinos operated by Infiniza Ltd, including Refuel Casino, Overload Casino, and Lucky Jungle.

I submitted self-exclusion requests on the following dates:

Overload Casino: 2025-01-28 at 12:50

Lucky Jungle: 2025-03-04 at 15:03

Despite these self-exclusions, I was still able to deposit and gamble on Refuel Casino throughout April 2025 – including multiple sessions on April 25–29, with completed transactions totalling 1,885 EUR on Refuel Casino alone. These deposits are documented and available in my account history.

According to MGA’s Responsible Gaming Guidelines, an operator is not allowed to treat self-exclusion as site-specific if the group of casinos is operated under a single license. This means Infiniza Ltd is responsible for enforcing exclusions across all their brands under the same MGA license (MGA/B2C/367/2016). However, they failed to do so in my case.

I kindly ask that Casino Guru investigate this issue and help mediate a refund. I am in ongoing contact with Infiniza, but have not received any resolution. They have refused to confirm the full timeline of my self-exclusion or provide clarity regarding my continued access.

Please note: the total amount stated in this complaint only covers Refuel Casino. I also made deposits and played on other Infiniza-operated sites during the same period, so the total financial impact is significantly higher.

I am willing to provide screenshots, chat logs, and transaction data to support this complaint.

Dear feedthebirds,

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

Please note that complaint threads published on our website are meant for a single casino. If you are experiencing issues with other online casinos, kindly submit a new complaint for each one.

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

• Could you please explain how you finalized the self-exclusion process in the casino? Have you used the options to self-exclude in the account, or have you contacted the support with a self-exclusion request?
• Did you receive any confirmation regarding the self-exclusion from this group of casinos initially, you might share with me?
• Has the casino or its operator admitted making a mistake?
• Is your account in the casino currently closed?
• Have you received any reply regarding your refund request from the casino you might share with me?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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.

Hi Tomas,

Thank you for your response and for reviewing my complaint.

Here are my replies to your questions:

How did you finalize the self-exclusion process?

I used the self-exclusion tool available in the account settings on each of the Infiniza-operated sites where I excluded myself. In addition to that, I was in contact with customer support (via live chat and email) and explicitly requested to be excluded from all affiliated casinos, under the assumption that these brands were linked and operated by the same entity. Though im pretty sure the emails about this was with Elmst, who seem to be partnered up with Infiniza because it's the same persons answering their customer-support.

I had the genuine belief that self-exclusion would apply across their entire network.

Did you receive any confirmation regarding the self-exclusion?

Yes. I received confirmation in live chat from Overload Casino (2025-01-28) and Lucky Jungle (2025-03-04), among others.

More recently, I also received a list of exclusion timestamps from a representative (Paul) confirming that self-exclusions had been activated on several Infiniza brands — though not simultaneously, and some of them occurred after I had already been allowed to play again.

Has the casino/operator admitted making a mistake?

No. They maintain that each exclusion only applies to the specific site where the request was made.

This contradicts the MGA’s Responsible Gaming Directives, which state that license holders must enforce self-exclusion across all brands under the same license.

This fragmented implementation enabled me to gamble extensively on other brands, which should not have been possible.

Is your account currently closed?

Yes, accounts have now been closed, but this only happened after I raised formal complaints and flagged my gambling problems. Until then, I was allowed to continue depositing and playing, even after using the self-exclusion function.

Have you received any reply regarding your refund request?

Yes. The operator has responded, but refused to issue a refund, stating that no breach occurred. I strongly disagree with this conclusion, given the extensive play after confirmed self-exclusion on other sister sites.

Can you share communication/evidence?

Absolutely. I will email you.

Thank you very much, feedthebirds, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru), 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 feedthebirds,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Refuel Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear feedthebirds,

The casino does not seem to be willing to provide us with a reply here in the thread. I can try to contact them internally, but before I do that, can you tell me if there's been any update in your case?

Dear feedthebirds,

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,
Michal
Casino.Guru