Infinity Stars Brands Support and Complaints Thread

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Welcome to our forum! Happy to have you here! 

Welcome to our thread 

Welcome to the BEST Forum iliast 

Hi iliast,

Welcome to LCB, happy we have you here to assist our dear members 

Welcome to the best forum, iliast! Happy to have you here! 

I registered at Casino playfastcasino in 2023. I am demanding the deposit back because I have been banned from the casino since 2022 due to gambling addiction. I have been known to the casino company CW Marketing B.V for gambling addiction since 2022, as I have been banned from the sister casino live-bet.com because of gambling addiction since 2022. Nevertheless, I was able to register in 2023 with the same personal details and gamble away 488 euros, which I hereby demand back.

Disputed amount: 488€

Casino: Playfast Casino

Case #: 2903

Dear Hendrik,

Please note that self-exclusion policies often require players to request exclusion on each casino individually, even if they belong to the same operator group. Did you request self-exclusion directly at PlayFast Casino, or only at Live-Bet.com? If so, what period of time have you chosen for the self-exclusion? According to their rules:

Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. 

 If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email.

Upon expiration of the Self-Exclusion, your account will automatically be re-activated.

However, the customer accepts that we are in no way responsible towards the customer or any third party if he/she continues to play with any added accounts, in which he/she has changed any registration details (including cases in which the customer opens an account with the same details but inserted differently in the registration form)...

Since this case dates back to 2023, did you contact the casino earlier regarding this issue, or is this your first complaint about it?

We will reach out to the casino representative to check how your exclusion was handled, however, please be advised that cases involving responsible gambling measures can be complex, and the refund cannot be guaranteed. We will update you once we receive a response.

Thank you.

Hello Hendrik,

We haven't heard back from you. Could you please update us on your decision regarding whether you'd like to continue with this complaint?

Thank you

Supacasi confiscated 3915.19€ of my winnings because they claimed that I breached a number of T&C that they copied and pasted from their website. These claims imply VPN use, bonus abuse, fraudulent documents, cheating, duplicate accounts, etc. When I asked them to be more specific while also providing proof about what exactly I breached, they refused to respond and just told me that their decision was final. I haven't even used a bonus on their website yet somehow it's part of their claims.

Disputed amount: 3915.19€

Casino: Supacasi Casino

Case #: 2955

Hi hamgz,

Thank you for sharing your experience with us.

We will contact the casino rep regarding your case and request proof regarding these accusations and thoroughly review the case to determine whether they are justified.

Please keep an eye on this thread for further updates regarding your case.

Hello Hendrik,

Since we never heard back from the member, we need to close this complaint due submitter's unactivity.

Dear hamgz,

We have received feedback from the casino rep that they are looking into your case. Please follow this thread for further updates.

Thank you for your patience.

Hello hamgz,

First of all allow me to apologise for any inconvinience caused,

Regarding your complaint above here is our feeback on the matter:

''Following a full limitation applied by our trading team due to value-chasing concerns, an investigation was conducted into Mr. Hamgz’s account activity. During this review, multiple proxy IPs were identified, which is strictly prohibited under Term 12.10 of our Terms and Conditions.

''12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”) ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company. ''

As a result, in accordance with our policies, the winnings on the account have been deducted.

Please let us know if you require any further clarification.
 

Dear iliast,

I want to clarify that I have never used a VPN or proxy IPs while betting on Supacasi. Could you please share the details of your investigation, including which IPs you identified as being part of a proxy? And don't forget that IPs here are dynamic as well :)

Are you claiming that I’m not actually from Morocco? That seems like a serious accusation, and I have plenty of evidence to prove otherwise. The only scenario where I might need a VPN would be if I weren’t from Morocco which you need to prove.

Kind regards,
hamgz

Hi hamgz,

We have directed the representative to your response. We are waiting for the updates. 

Hi hamgz,

We sent a reminder to the casino rep.

Keep you updated on this thread.

Hello hamgz,

We have contacted the casino rep and inquired about further details regarding your case. Please keep an eye on this thread for updates.

Thank you for your patience.

Hey Hamgz,

We can confirm that our investigation did not detect the use of VPN. However, as stated in Term 12.10, any attempt to interfere with or disguise the IP address used to access our platform—including the use of proxy IPs— is strictly prohibited.
 
This fact clearly constitutes a breach of our terms. As a result, the winnings deduction was applied in accordance with our policies. Given these findings, we must uphold our initial decision and, unfortunately, decline the request for a deduction reversal.

Thank you!

Hello iliast,

I'm a little confused. How do you refer to point 12.10 when you just said that it was not detected that the player was using a VPN?

How did you come to the conclusion that there was interference?

The casino has provided us with evidence, for which we are grateful.

After reviewing the information, we have come to the following conclusion:

The player does not have a static IP address.

Possible reasons for this could include using multiple devices, turning the router on and off in which case the internet provider may assign a new dynamic IP address, connecting via different Wi-Fi networks, or accessing from various locations.

Bearing in mind that the player does not have a static IP address and that the casino has clause 12.10 in its terms and conditions, which states:

12.10 Website reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”).

Our conclusion is the following: 

According to clause 12.10 in their terms and conditions, the casino has the right to void any winnings or close the account, however, it is unclear whether this situation is the player's fault. It remains uncertain; it could be the player's fault, or it may not be. 

Dear Anchi,

No the clause is very clear, it says they can confiscate winnings if you use a VPN or a proxy which wasn't my case. As for the fact that I use a dynamic IP, most of the ISPs in the world give dynamic IPs to their users, and some cases you even have to pay as an additional service just to get a static IP, and in some countries only companies are allowed to have static IPs so this excuse is not valid, otherwise 90% of players would have their winnings void.

So the real conclusion should be very clear : they stole my winnings plain and simple without any real justification.

I'm sorry to say this, but you can't be serious in saying that the casino has the right to void my winnings just because I have a dynamic IP, anyone who reads this will say this is a joke, no it's the whole circus. In the meantime, I'm waiting for an actual proof with the IP addresses that they claim are proxy IPs and the dates I used them.

Regards,

hamgz

Dear iliast,

Now since you claim I was using proxy IPs, I urge you to write the exact IP addresses that are apparently proxy IPs with their equivalent dates as well :)

Regards,

hamgz

Dear Hamgz,

As previously mentioned, according to their T&C, the casino has the right to void any winnings or close the account. Based on the evidence provided by the casino representative, there was a violation of their Terms, and therefore, nothing further can be done regarding your case.

Thank you for your understanding.

What evidence are you talking about? Anchi himself said "The player does not have a static IP address." as a conclusion and therefore the casino supposedly has the right to confiscate my funds for that. However, the reality is that having a dynamic IP has nothing to do with the clause itself. So basically there was no usage of VPN or IP proxies.

Now if you seriously think that because I have a dynamic IP then it's somehow means I disguised or interfered with my IP then there's no reason to argue with you honestly. It seems you guys lack a basic understanding of how networking works in general, or simply ignore the fact that 80-90% of residential users in the world have a dynamic IP which changes every time the "DHCP lease" expires which is usually 24 hours (this means that every 24 hours your public IP changes automatically unless the router is restarted of course then it changes instantly). Honestly with your responses, you're just killing your forum's credibility.

I swear you guys are doing it on purpose and cooperating with the casino, imagine telling a player this : "You know what sir? The casino has the right to confiscate your funds because you have dynamic IP'. This is peak comedy.

The casino has confirmed that the player did not use a VPN. A non-static IP address is not a reason not to pay his winnings, and it should be paid. 

Thank you. I know they don't have a valid reason for funds confiscation. Let's wait for Supacasi's response now and see if they'll actually give me my funds back.

Dear hamgz,

The casino has denied the request to reverse the deduction, stating that it was carried out in full accordance with their Terms & Conditions.

However, we do not agree with their reasoning, as we do not believe that having a dynamic IP address should be a valid reason to confiscate winnings. Unfortunately, since this is a rule outlined in their Terms & Conditions, we are unable to influence their decision, and as a result, we will have to close this complaint.

In cases like this, players often choose to file a complaint with the casino’s licensor, in this case on this link HERE.

Thank you for your understanding.

Dear LCB Team I am filling this complaint against "Betsbunny Casino" https://betsbunny24.io/ https://lcb.org/casinos/bets-bunny which is operated by Green Champions Leader S.R.L, and their Sister Company is Famagousta B.V I have been an existing Customer that made dozens of deposits but not a single withdrawal, yet. On the 20th of September 2025 I made a deposit of 38€ and used a 125% loyalty Bonus. I was able to wager through the Bonus. Their T&C state that: 58.3.3 ... Max winnings for bonuses between 120% - 149% threshold, are limited to eight (8x) times the initial deposit amount ... So in the moment I have completed the wagering, my Balance has been automatically reduced from 357€ to 304€ which is 8x the deposit amount. Until here everything is ok. The 304€ now have been shown as real money in the system and there was no active bonus anymore. I continued playing and had a big win on a slot. I have then requested a 500€ withdrawal (Max Daily amount) and there have been 2800€ left in the account. On the next morning the withdrawal has been canceled and there was only 304€ in my account. They have confiscated 2996€ real money balance from my account. They have told me I have breached their Terms & Conditions as stated above "Max winnings for bonuses between 120% - 149% threshold, are limited to eight (8x) times the initial deposit amount" I have send them evidence with transaction IDs and transaction timestamps, that my big win happened with real money two hours after all of my winnings above 304€ already have been forfeited. So they now forfeited my real money balance. Support was not helpful at all, and beside showing them clear evidence that I did not breach their T&C they only told me their decision is final and wont be revised. Even their own balance statement clearly shows it was all real money In that moment, i felt like a victim of a serious financial crime, there is no other word than theft for this. This caused real harm to me, I had trouble sleeping and concentrate on my work. In desperation I even offered them to at least return my deposits (which is way less than the stolen funds) but they also ignored this offer. I have attached all evidence and correspondence. Kind Regards Lukas

Disputed amount: 2996€

Casino: Bets Bunny

Case #: 3586

Hello Lukas C.,

First of all, welcome to LCB.

Thank you for sharing all the details. We’ve carefully reviewed the information and the bonus rules.

According to the Terms (Clause 58.3.3), winnings from a 120%–149% bonus are capped at 8× the deposit amount. In your case, that meant €304. Once you reached that limit, any amount above was automatically removed, which is in line with the stated rules.

While the balance then appears as “real money,” in most online casinos the same max cashout rule still applies until the capped amount is actually withdrawn. This means that if you continue playing instead of cashing out immediately, new winnings can again be considered as part of the same bonus flow and subject to the limit.

We’ll reach out to the casino representative for their official explanation and update the thread once we have their feedback.

Hi JovanaV.

Thank you for helping me out. I have asked them twice to show me the paragraph indicating that this rule persists after a bonus has been completed and max winnings already have been forfeited, but they just ignore my request and dont provide an answer. But of course there is no paragraph indicating that.

I strongly encourage you to add all Green Champions Leader S.R.L and Famagousta B.V. Casinos to your Blacklist as the Internet is full of other People that have been robbed with bogus T&C vioaltions.

They also have the following T&C:

7.12. Maximum net winnings in any 24-hour period per account are limited to 5000€

This is another way of stealing legimitate player funds.

You really shouldnt promote such Casinos

Hello Lukas C.,

Here's the explanation from the casino rep:

Based on the following Terms & Conditions: 

Term D.2. the maximum winnings from any Deposit Bonus offer depend on the percentage of the deposit offer:
200% and above: limited to three (3x) times the initial deposit amount.
150%–199%: limited to six (6x) times the initial deposit amount.
120%–149%: limited to eight (8x) times the initial deposit amount.
100%–119%: limited to ten (10x) times the initial deposit amount.
25%–99%: limited to twelve (12x) times the initial deposit amount.
Any winnings above these limits will be forfeited.

The user deposited €38 on 20/09 to claim the promotion “125% Casino Reload Bonus”. Based on the above terms, the maximum winnings allowed from this bonus were €304. Accordingly, we deducted €2,996.48 in winnings originating from this bonus from his account. Importantly, no deposits were forfeited. The player’s maximum eligible winnings of €304 remained available and were successfully withdrawn following his request.

In summary, our actions were fully aligned with our Terms and Conditions, and the deduction of winnings is justified in this case.

Hello JovanaV,

I have received the same explanation yesterday but there is absolutely nothing in this Term indicating that the Real Money Balance after Completing a Bonus is still considered as bonus funds, I wouldnt have continued playing if this would be clear for me as a player. I have seen another Example of this Rule where this has been clearly outlined.

This a predatory tactic at least.

Hi JovanaV, I had an agreement with them to close my account and return my deposits, for me this complaint is resolved.

Dear Lukas C.,

Thank you for the update. We will now mark Case #3586 as RESOLVED.

Hello, dear LCB!

I have the same issue with Moana casino like Lukas C.

Casino confiscated my balance of $309 with the reason of breaching terms of maximum winnings 6 times of initial deposit. Their live support didnt provide me exact point of t&c that restricts players to continue playing with money gained from wagered bonus and initial deposit. 

As I undestand from your message about practice of some casinos to consider winnings for money of wagered bonus as bonus winnings with max win restrictions, this does not corresponds with their t&c. 

Besides this maximum winnings of 6 times of my intial deposit consits of this depoist ($25 in my case) and rest is pure bonus winnings ($125).  Continue playing with whole amount (in my case after successfull bonus wagering my balance of $170 was adjusted to $150 automatically)  involves playing with deposit amount also, and it doesnt restricted by any point of t&c to win and withdraw money while playing with deposit money.

Also I have sent e-mail them. Of course no answer was a week after.

After my useless dialog with live support I asked to pass it to supervisor and was assured this to be done. But nobody contacted me since previous Monday.

I want my confiscated winnings of $309 to be returned as I actually didnt breach any point of actual T&C.

And if they mean that winnings gained from money after finished bonus wagering as bonus winnings they have to add their T&C with this point. So all players will know and decide not to play with their casinos' bonuses at all due to impossibilty of large winnings and cashouts for standart deposits, while their Brand's depoist bonus advertisements come every day to emails.

My login at Moana casino is ki****

Dear kilabee,

Please note that in most online casinos, even after the bonus balance converts to “real money,” the maximum cashout rule still applies until the capped amount is actually withdrawn. This means that if a player continues playing instead of cashing out immediately after completing the wagering, any new winnings may still be treated as part of the same bonus flow and therefore remain subject to the limit.

That said, we’ll still contact the Moana Casino representative to ask for clarification on how your case was handled. Please keep an eye on this thread for further updates.

Thank you.

Dear kilabee,

Please send us the email address you used to register at the casino via private message, so the casino rep can locate your account and look further into your case.

Thank you.

Thank you for providing your email address, kilabee. We have forwarded it to the casino representative and they are currently reviewing your case. Please make sure to follow this thread for further updates.

Hi @JovanaV

u say that "in most online casinos, even after the bonus balance converts to “real money,” the maximum cashout rule still applies until the capped amount is actually withdrawn."

I play in Online Casinos since several years, and legit Casinos do not have such predatory rules, or they are at least clearly outlined in the T&C.

I have seen T&C where the rule was clearly described as maximum withdrawable amount or at least a clear indication that wagered real money still counts as bonus funds.

This is clearly not the case with the T&C from Infinity Stars Brand

That what I tried to explain)

One more interesting thing regarding this brand, bonuses and issues with them.

They have rule, that deposit bonuses of 200% and above have maximum winning limit 3 (three) times. While minimum deposit amount is $25, max winning for this type of bonuses is $75, wich is less of minimal withdrawable amount. So restriction to play without withdrawal and adding new fund (have to be eager 3 times) makes this bonus of 200+% distructive for players)

Hello killabee!

Thank you for contacting us. I am the casino representative!

We’re sorry to hear that your experience with our casino was not as positive as you had hoped.

We’ve reached out to the relevant department, and they confirmed that the deduction was applied in accordance with the website’s Term 58.3.3, which states that:

58.3.3. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to six (6x) times the initial deposit amount. 

We completely understand your disappointment. However, since your recent winnings came from a "150% Casino Reload Bonus" the action taken was in line with this term.

Please don’t hesitate to contact us if you need any further clarification — we’ll be happy to help.

Best regards,
Ilias

Hello, Ilias.

I see I have to open complaint at GCB, as my issue totally does not correspond with that point of your casino's t&c. So everybody see, you and your support manipulate with t&c. 

My oppinion, LCB has to warn playing with bonuses and your group's casinos for potential players as nor support neither you as rep do not want to read carefully text of issue (complaint), just copying thes same point of t&c without any explanation.

Dear kilabee,

We’ve reached out to the casino rep again to ask if they have anything to add or clarify regarding your case. We’ll post any response here as soon as we receive it.

Thank you.

Hello again! 

Thank you for your message. We would like to clarify that your complaint has been carefully reviewed, and our team has acted strictly in accordance with our Terms and Conditions.

The information you’ve shared is not accurate — the amount in question has already been successfully processed and paid to your account. Our support team has provided all relevant explanations regarding the decision, and no manipulation of the Terms & Conditions has taken place. The maximun amount you can win from this bonus is the amount that was withdrawn by you.

We always encourage players to review the applicable rules and to contact our support team directly for any clarification. Our goal is full transparency and fair treatment of all players, and we remain available should you need any additional information.

Kind regards,
Ilias

Dear rep, please read again your t&c and especially this point

58.3.3. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to six (6x) times the initial deposit amount.

It's about winnings, no max payout. 

But you can see the only one point for maximum WINNINGS and PAYOUT for free spins, free bets and cashback 

58.3.7 The maximum amount of money that can be won or withdrawn via Freespins, Casino Chips and Free Bets is limited to 100 EUR (or the equivalent in other currencies) or three times its value, whichever comes first, unless otherwise stated. The maximum amount of money that can be won or withdraw via No-Deposit Bonuses is limited to 25€, or currency equivalent. All info regarding maximum days validity, wagering requirement, remaining wagering requirement can all be found under each specific bonus under Customer's Bonuses section.

Regarding inaccurate info provided by me. By the time of my first post in this topic I hadn't even request those $150 that were won from deposit of $25 and bonus. 

At the end of bonus wagering I got $170 at my accout AND OF COURSE it was AUTOMATICALLY reduced to $150 according to that point 58.3.3.

As I mentioned, I have asked live support to provide me exat point of t&c showing that plaeyers are restricted to play with money after bonus wagering is finished and amount adjust according to rules.

So I ask you to show me that point. Not 58.3.3.

Thank you for your message and for sharing your comments regarding the applicable Terms and Conditions.

Please note that, as shown in the attached screenshot, the bonus in question had a maximum winning and withdrawal limit of $150.00, as set out in the bonus details available in our back office.

We understand that the wording between Terms 58.3.3 and 58.3.7 may differ; however, both clauses ultimately define the maximum amount that can be withdrawn from winnings generated through bonuses.

We confirm that the adjustment applied to your balance was in full accordance with these Terms.

Should you require any further clarification, please do not hesitate to contact us.

Best regards 
Ilias

Ilias, I do not know where you got such screenshot of bonus details regarding my issue, but absolutely all deposit and no-deposit bonuses are shown both at mobile and desktop verisons of all of your brand's casinos as like as on screenshots from Cipherwins (mobile version) and Lucy's casino (desktop version) where I have active bonuses, with NO info about max withdrawal/payout.

All promo emails from your brand's casinos do not contain any term about max payout.
But of cours they do contain last point of attached promo t&c as "General Terms and Conditions apply".
I'm attaching several promo emails to be seen (promo email about bonus from my issue is emptied by google from trash)

So, as we see you didn't show me exact point of t&c that restricts futher play after DEPOSIT bonus been wagered. 

And of course, t&c are mandatory for execution both for players and casino. But your and casino support's attitude show you do not follow your own rules, telling that you have mean something not indicated in casino t&c or exact bonus/promo t&c.

As conclusion, I propose you to return confiscated $309 without any REAL reason and make changes to t&c in point 58.3.3.

This amount is not great for both of us, but any active or potential player now see how you manipulate with t&c and bonuses. So it would be much better if you admit mistake showing your respect to players.

Dear kilabee,

We understand that the casino’s public T&Cs may not explicitly say that a bonus remains in effect until withdrawal and that winnings still fall under the max cashout. However, the casino has confirmed they applied their cashout rules to your case and that the bonus carried a max-win cap, with General T&Cs apply stated on the offer. Given that, unfortunately, there’s nothing further we can enforce here.

Please be advised that in most online casinos, the same rule applies, but it’s sometimes poorly communicated across the online casinos. The most we can do is flag this clarity issue to the brand and ask them to make the wording explicit going forward.

Accordingly, we’ll close this case as resolved from our side.

Thank you for your understanding.

Great)

I see you have to be on casino's side not to lose partnership with this brand. And I do not mind, but you know that I didnt breach that point 58.3.3 as supp and rep claimed.

I think my posts will be usful for players to avoid playing with bonuses at this group's casinos.

Thank you very much for your help, LCB.

It was really funny to see weak position of rep)