- Joined
- Feb 12, 2015
- Location
- United Kingdom
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:
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.
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:
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, 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.