Casino Complaint Infinitybet not paying out my winnings

I set up an account with Infinitybet and withdrew £594, I sent all relevent paperwork and then I received an email saying they have closed my account and are refunded my original £50.

The reason they stated was "Our Risk Assessment team have checked your account application and have found that you are self excluded from other casinos using the same game providers as infinitybet and have nominated not to verify your account. Your initial deposit has been cancelled and returned to your credit card, all bets have been voided and your account is now closed.

I questioned this as I wasn't aware I had any self excluded accounts with their company.

They then responded via chat saying they had seen a complaint on the askgamblers website about an issue I had with BML Group who are nothing to do with them.
Surely this is against my privacy and they shouldn't be randomly googling my name to see what comes up?

Again I queried this and the risk manager said I have broken terms. I was not a self excluded customer of their site and I did not make any statement to them that I wasn't gaming responsibly.

Our Risk department have reviewed your case as put forward by Penny on your behalf and we wish to inform you that our decision to refund your deposit, void your bets and close your account stands.

We take responsible gambling seriously.
I draw your attention to Section E of our terms and conditions infinitybet may, at its sole discretion, restrict, suspend and/or close your infinitybet Account where infinitybet forms the reasonable view that:
(g) you are a self-excluded customer;
(i) based on statements made by you, either singular or repeated, you may not be gambling responsibly;

Based upon your comments posted here: , confirmation from a supplier that you have previously requested self-exclusion due to gambling addiction and the conduct shown on the account; the decision was made to close your account and refund any deposits.

Management consider this the final communication on this matter.


They are now not responding to me at all and I don't know who to go to about this as they are curacao based. Any help would be appreciated.

Personally I think the casino has acted responsibly.

Your post from ask gamblers shows you were complaining that a casino should not have accepted you as you were self excluded from other casinos and you wanted your deposit returned.

Now whether its right or not many casinos have access to information on players that commit fraud or have gambling addictions etc. You aremaking posts in open forums stating you have a gambling addiction and any casino reading these forums can see it as its in public view.

Now this casino sees a gambling addict has opened an account with them what are they supposed to do. They are supposed to close accounts if they know the customer is a problem gambler so they are acting responsibly and the fact you were on a forum using the usual excuse to try and get your deposits back will not help you.

Maybe you should be concentrating on getting help for your addiction rather than complaining about casinos. You stated publicly that you are a problem gambler and tried to get deposits returned and now you are complaining because another casino has closed your account because of your problem. You cant have it both ways.

I have to ask the question that I am sure everyone else has on their mind - if the OP had lost the £50 would they have been looking for their deposit back again? I think they might have been, and I think that people that do this detract from those who genuinely have issues with casinos and have difficulty receiving their rightful payouts.

A really good casino would pay him and close his account, with a statement like
"Dear customer your registration is accidentaly accepted at our casino, unfortunately you can not continue to be a customer, your withdraws will be processed and your account is closed"

but the case is quite strange, how come they google him ? self closure is for casino not for game provider...it looks like there is kind of a blacklist between casinos ?

good luck anyway....

I dont think they should be paid, its obvious that if they had lost they would have raised a complaint somewhere that would have said " they should have known I was self excluded and not let me deposit". Reading the complaint on askgamblers, thats exactly what they did before and they are just using their self exclusion as an opportunity to gamble risk free, so they can have no complaints when it backfires.

cncas123 said:

I dont think they should be paid, its obvious that if they had lost they would have raised a complaint somewhere that would have said " they should have known I was self excluded and not let me deposit". Reading the complaint on askgamblers, thats exactly what they did before and they are just using their self exclusion as an opportunity to gamble risk free, so they can have no complaints when it backfires.

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i understand what you mean, I dont give right to OP regarding to the case in the askgamblers...you play you loose..that is the rule...
but a casino cant know or checke if the person has self excluded in another casino...there is no such a database is there? (just asking)....and since they cant check it, they allow the person for registration...after that they cant just say you are out after he deposit and wins...and i believe the person wont make a new same complain again like the one he did in the askgamblers...(he did not get anything out of it why to try again?)

I think the OP should be paid at least in one of their two cases. Either casinos check the players by every mean (like Infinity did it) or they should only check their own database (like Betsson did it).

It can't be that casinos use the option which serves best their interest.

Firstly I only complained about bml group because I was self excluded rom their group. I am not sel excluded anywhere else and don't make a habit of complaining.

With infinity bet in registered successfully and they eve wanted my documents sent. They emailed me asking for a better copy of my card and my account was open for at least 1 week. It was only when they began processing my withdrawal that they sent me the email saying ther risk team have closed my account.

I strongly believe they should not be able to google players to find out info on them and that my winnings should have been paid.

Infinitybet has pretty much followed the conditions of the UKGC in that they voided bets and refunded deposits. Whether if the player lost they would keep the deposits therefore can only be conjecture.

The only thing that concerns me here is that a casino can trawl the web (in the case of a liability/pending cash-out) on a hit-and-miss basis to actively seek out an excuse via an unrelated SE to not pay a player.

Tough luck.

Leyanpark said:

Firstly I only complained about bml group because I was self excluded rom their group. I am not sel excluded anywhere else and don't make a habit of complaining.

With infinity bet in registered successfully and they eve wanted my documents sent. They emailed me asking for a better copy of my card and my account was open for at least 1 week. It was only when they began processing my withdrawal that they sent me the email saying ther risk team have closed my account.

I strongly believe they should not be able to google players to find out info on them and that my winnings should have been paid.

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You want to have your cake and eat it.

So you wanted to keep your money if you won and then throw your dollies out the pram to get your deposit back if you lost.

Man up and grow a pair.

BTW Would you of been ok if they used Bing instead?

Gaz237 said:

BTW Would you of been ok if they used Bing instead?

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hah, sorry to detract from the conversation, but I found that quite funny!

Gaz237 said:

You want to have your cake and eat it.

So you wanted to keep your money if you won and then throw your dollies out the pram to get your deposit back if you lost.

Man up and grow a pair.

BTW Would you of been ok if they used Bing instead?

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I never said i would ask for my deposit back! If I lost then fair enough, I wouldn't try to get £50 back. My point is I registered, I played, I won. Their the ones refusing to pay out based on something that happened with a completely different gaming company. They should not be allowed to check up on players and google them to find out information.

I didn't break any rules as I was not SE with any part of their group.

Your bed.

Leyanpark said:

I never said i would ask for my deposit back! If I lost then fair enough, I wouldn't try to get £50 back. My point is I registered, I played, I won. Their the ones refusing to pay out based on something that happened with a completely different gaming company. They should not be allowed to check up on players and google them to find out information.

I didn't break any rules as I was not SE with any part of their group.

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To be honest. The decision by the Casino was based on your previous form of losing £710 at Betsson, Then trying to get your money back. Using the excuse of SE from a sister Casino.

Looks like Infinity got lucky. Regardless how they got the info. They have evidence, in black and white about your problem gambling, So have acted on your best interests.

You made your bed. You now have to sleep in it.

Unfortunately you need to be careful in this day and age when doing anything. Many employers now check your info and look on Facebook and twitter to see what you are like before offering an interview etc...

The same can be said for the casino / betting industry. I'm sure plenty of small gambling sites will vet usernames / emails to see if anything crops up. I personally have no issue with that as it looks like they are actually doing something to either protect their business / customer interest.

People are unduly lazy and in the online community regularly use the same usernames for a multitude of websites. While convenient for the person, it does of course leave a trail and in turn leaves you traceable over a variety sites online such as forums.

I'm guessing your name on the askgamblers post is the same as your username at this casino, so they must have searched this and found your complaint on that site. They have seen you as a risk and acted responsibly in my opinion.