Infinity Stars Brands Support and Complaints Thread

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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.