Unlimit Casino— player complaints: 9 in English

Hello! I have played on multiple Infiniza Limited casinos during the last few years and haven't had any issues. After some break I received advertisement for free spins on Infiniza casinos and I made deposits to multiple Infiniza Limited casinos in late January. After playing on those casinos I made withdrawal requests. On some casinos the requests were processed in quite quickly, but on some casinos my requests weren't processed at all and my accounts were locked. Infiniza asked for documentation, which I provided to them. This included photo of my passport, bank statements of the last 12 months, my latest electricity bill and unemployment benefit receipts from last 12 months. However, they asked for notarized versions of the documents. The requested documents included photo ID, proof of address, bank statements and payslips. I've had discussions with Danske Bank (my bank) and Digital and Population Data Services Agency (authority in Finland). According to those discussions bank statements are something that can't be notarized. Therefore, I don't have any way of providing Infiniza the documentation they require. I have tried telling this to Infiniza, but they keep asking for notarized documentation and they are not giving me any additional info on notarization or what kind of format they actually need the documentation. This is the first time I'm asked for notarized documentation after being gambling online for more than 15 years and having gone through dozens of verification processes. I also fund stuck on two other Infiniza Limited casinos, total being 7983€ between these three. 4677€ on Unlimit, 1667€ on Gemler and 1639€ on Goldroll. These funds are mostly my deposited funds, which I have wagered on the said casinos before making withdrawal requests. Best Regards, ▇▇▇▇▇▇▇▇▇▇▇▇▇▇

I am submitting a formal complaint against Infiniza Ltd, licensed by the Malta Gaming Authority (MGA/B2C/367/2016). Despite having permanently self-excluded from their casinos, the operator has allowed me to register and gamble on multiple of their other brands. I also received hundreds of promotional SMS messages encouraging me to deposit and play. When a player requests a permanent/lifetime self-exclusion, it is very clear that this is due to an inability to control their gambling. Allowing me to continue playing on sister sites and actively marketing to me is a serious breach of responsible gambling obligations and self-exclusion rules. I have attached a PDF file containing evidence, including: - Email correspondence with the operator - Screenshots of promotional messages - Deposit history across their brands I kindly ask you to review my case and assist me in obtaining a refund of my deposits made after my self-exclusion, as well as to ensure the operator complies with their license obligations.

Formal Complaint to ADR – Violation of Responsible Gambling Policies by Unlimit Casino To the Dispute Resolution Team at CasinoReviews, I am filing this complaint against Unlimit Casino, operated by Infiniza Limited (MGA/B2C/367/2016), for their serious failure to implement responsible gambling policies, which resulted in substantial financial losses for me as a player with evident gambling problems. Summary of the Case: 1. Self-Exclusion Request: • On October 9, 2022, I requested self-exclusion from the casino. • On October 10, 2022, the casino sent a message confirming the cancellation of my self-exclusion and reactivation of my account on October 16, 2022. • No evaluation of my financial or mental state was conducted before reactivating my account, even though I had previously requested self-exclusion from other brands owned by Infiniza Limited, indicating a clear gambling problem. 2. Large Deposits and High Bets Without Intervention: • Just three days after the account reactivation (October 19, 2022), I deposited €31,750 in a single day. • I placed individual bets of up to €8,200 and several bets over €3,000. • The casino took no preventive action, sent no warnings, imposed no restrictions, and did not attempt to assess my financial or mental state. 3. Failure to Take Protective Actions After Significant Losses: • On October 20, 2022, the casino allowed me to make additional deposits of €50 and €13 without any review of my situation. • I was never contacted to check the reasons for my losses or to see if I needed support in controlling my gambling. • Two weeks after my substantial losses, the casino asked me to provide proof of the source of my funds, and when I confirmed the amount was a loan, no protective measures were taken, nor was I compensated. Violation of Responsible Gambling Policies: According to the policies of the Malta Gaming Authority (MGA) and casino operational requirements, the operator is obligated to: • Monitor player activity for abnormal patterns that indicate a gambling problem. • Intervene when signs of compulsive gambling appear, especially after significant losses or abnormal deposits. • Implement self-exclusion measures seriously and not reactivate accounts without a thorough review. 🚨 Unlimit Casino failed to comply with all of these obligations, which led to my significant financial loss without any preventive intervention. Compelling Evidence Supporting My Case: • The casino’s message dated October 10, 2022, confirming the cancellation of my self-exclusion and reactivation of my account without any review. • Deposit records showing €31,750 deposited in one day with no intervention from the casino. • Betting records indicating extremely high wagers, showing abnormal gambling patterns. • Correspondence with the casino showing that no proactive actions were taken to protect me. • Their delayed request for proof of the source of funds two weeks after my losses, indicating a lack of timely intervention. Requested Compensation: Due to the gross failure to enforce responsible gambling policies and the lack of any protective measures for me as a player with gambling issues, I demand a full refund of the amount I lost (€31,750), as the casino was fully aware of my situation but allowed me to gamble freely without intervention. Final Request: I request that ADR investigate this matter urgently and issue a binding decision compelling the casino to fully compensate me for their clear negligence and non-compliance with responsible gambling regulations. If you require any additional information, please feel free to contact me at: 📧 Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ 📞 Phone: ▇▇▇▇▇▇▇▇▇▇▇▇ I look forward to your prompt response regarding this complaint. Kind regards, ▇▇▇▇▇▇▇▇▇▇▇

So I made 4 different all which included the same match Celtic vs Dundee FC, the match was cancelled thus making all the bets void in accordance’s with their terms. Taken from their website ”In the event of miscarried and/or aborted games and the game is terminated, all wagers will be voided, and the amount of the wager will be refunded to Your account.” Yet despite this they marked it as a loss even tho it says on the match between Celtic vs Dundee ”REFUND”.

I am writing to formally address an issue regarding incorrect MCC codes applied to transactions made through my credit card with Revolut. The merchant, Infiniza, has refused to acknowledge responsibility for this error or recognize the seriousness of the matter. Their support team has stated that, since the funds were credited to my casino account, the origin and categorization of the transactions are irrelevant. This response demonstrates a lack of accountability and disregard for the implications of incorrect MCC coding. To support my claim, I will include the email I received from their support team, along with extracts of all the affected transactions for your review. I kindly request that this matter is thoroughly investigated and appropriate actions are taken to address this issue. Sincerely, ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

I recentast won on Unlimitcasino **(UnlimitCasino.com is operated by Infiniza Limited, a company incorporated in Malta, company registration number C 77819 with its registered address at The Bastions Office No.2, Emvin Cremona Street, Floriana, FRN1281, Malta.Infiniza Limited is licensed and regulated by the Malta Gaming Authority with license number MGA/B2C/367/2016 (Issued on the 1st August 2018)** so i requested to withdraw my 648€ profit by Revolut bank transfer. When i later get the money its only 586. So the casino took 10% or 62€ in fees. The casino itself says they have No fees but noone can tell me Where thise 62€ went. I need to withdraw more money from there but i dont want to get a fee for 10%… So What do i do? Can you contact them?

Hello, So I have been having issues with the mentioned casino now for a while. I first won up a balance of around €750.000. From there the problems started. I had a very low max cash out that would result in me waiting over a year to receive the full withdraw. Which of course not a nice player experience. I then play some more and manage to win another €250.000. After a few withdraws being sent to me I realize they apply a 10% fee on the total withdraw meaning that if I withdrew €5000 they only sent €4500. This being 10% of my total cash out would make it over €100.000 in fees. I then get very frustrated and play with the €250.000 I recently won and lose it all. Seeing that I have a 10% cashback and a total of €25.000 waiting on a Friday to be paid out. The day before they go a head and change the terms of their cashback to it being bonus money instead of raw cash and max bet of €5 with a huge wager. How can this operator even possibly be allowed to have an MGA license? I have running the company Casinodaddy and the website▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇for 8 years now and I can't understand how they can treat people like this. Their answers on customer support have been really bad. They have told me that a VIP will contact me and that this is going to be solved. But all they do is just stall and stall. Please could you help me in this matter? I have all the chatlogs between me and the casino. But they sent it with a one-time use password that expired. But I did request a new one to be able to share it with you. BR ▇▇▇▇

Hi, I haven't received full cashback regarding Promotion 20% cashback regarding my losses from 19/4/24 to 25/4/24? My Game History shows that stakes was total 63901,00 € and my winnings was total 39968,00 € My total losses from 19/4/24 to 25/4/24 was 23933,00 € and 20% cashback for a that amount is total of €4786.60 Casino has already pay me cashback only 4000.00 € I want to get the missing cashback from this Promotion total 786,60 €? Thanks,

Hi. I deposited money with my Revolut account and played blackjack and beting for a day. I have 400 euro left in my account and tried to withdraw 3 times to the same Revolut account I deposited from but it keeps getting canceled by the casino. When I contact the support I get these automated answers that don’t answer my questions. Can you help me please?