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Added another screenshot that shows that Skrill did not take a fee from the cashout transaction

Hi ▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Please ensure you have read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Infiniza Limited license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service in our Terms of Use.

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Before we could take any further steps, you need to provide clear figures regarding which transactions you are looking to contest at which properties. You know where you've played and it's a straightforward task to determine what the balance you are contesting is.

While we will discuss this matter with the operator it is highly unlikely there is a valid claim to be made here.

The Infiniza properties include the following in their terms of use and across their site in other relevant locations:


> Payment fees may from time to time be applied on transactions depending on the chosen payment method, bank, card issuer and country of the bank.


This effectively covers the eventuality of every possible payment method. For instance, there could be a charge for withdrawals to Skrill or a charge on withdrawals to institutions in your country of residence. Both would be covered by the above inclusion.

Finally we need you to confirm that you provide your consent for us to share your personal information with the following parties, and for those parties to share your personal information with us:

- Refuel Casino
- Infiniza Limited
- MGA

Thanks,

CasinoReviews.com Complaints Team

Hi,

And thank you for your fast reply.

Can you provide me with a direct contact to Infiniza ltd. from which I could order all my deposits and cashouts compiled together?

I have been playing on several Infiniza ltd casinos in a time span of approx 2 years, and there are several hundreds of transactions and it would be extremely difficult for me to manually gather all the info.

The casinos'  support claim that they do not ever charge a fee from transactions is in direct conflict with the fact that charge without an exception a fee from both deposit and cashout. In short, the fee is not occasional as they state but a constant factor. When their customer service is confronted about a missing amount on a cashout or an extra charge on deposit, they give a stonewall answer that they _never_ charge fees from transactions and usually end the chat abruptly.

In addition, the clause “may occasionally charge a fee depending on… etc” has been added recently, and it used to state that a fee is taken only from cross-currency transactions. All my transactions have been made from bank acc. or Skrill which are in euros as is my gaming account, and a hefty majority of the transactions were made when the sites stated that only cross-currency transactions would face fees.

I consent to my personal infomation to be shared with the different parties.

Hi,

I contemplated further on the clause “_Payment fees may from time to time be applied on transactions depending on the chosen payment method, bank, card issuer and country of the bank.”_ and came to a conclusion that this even more predatory term than old version about the cross-currsency fees.

This clause supposedly gives the operator the possibility to charge what amoun they wish wheneverthey wish. I'm quite sure that this actually is in direct breach with the terms of their license and the EU law. It should be declared clearly what the possible amout of the fees (percentage or solid) and when the fees will be implemented.

This kind of vague phrasing and lack of visible terms f.e. opens an opportunity for the operator to charge 99% fee from a cashout, and thus clearly cannot be legal nor binding.

Hi ▇▇▇▇▇▇,

While we appreciate your interpretation of the legal status of terms, given the thousands of potential combinations between varying payment providers, currencies and countries, providing information for each is not practically viable.

We would also point out that while fees may be occasional across the full spectrum of all player experiences, where one player consistently chooses to a method that does incur a charge, that would still be occasional across all players.

We cannot provide contact information for the license holder. But you should submit a SAR request for the relevant information to each of the operators you have played with.

Thanks,

CasinoReviews.com Complaints Team

Hi,

And thanks for your swift reply. I´d like to point out that the operator is indeed obligated to present all the additional fees to the players, how inconvenient it may seem, according to EU consumer protection rules. https://europa.eu/youreurope/citizens/consumers/shopping/pricing-payments/index_en.htm

This cannot be avoided by vague terms about occasionally implemented fees or such.

I guess that I´ll just have to gather all the information from the different sites now.

Hi ▇▇▇▇▇▇,

We'd encourage you to go back and read that page thoroughly. There are lots of grounds within that page that would allow for this type of fee.

Thanks,

CasinoReviews.com Complaints Team

Hi,

If you are referring to the EU customer protection link I provided, I didn't mean that fees are not allowed. But it quite clearly states that every fee or extra charge has to be shown to the customer. That is something that the operator / sites do not provide.

“When you buy goods or services in the EU, you have to be clearly informed about the **total price, including all taxes and additional charges.”**

Hi ▇▇▇▇▇▇,

Whether this counts as a "tax or additional charge" is the point in question and just as valid is who charges it and who knows about it.

For example, effectively all gambling operators use third party payment processing companies to manage payments to and from players from them. These companies do not necessarily operate in the same currency as either the player or the operator, meaning that a deposit or withdrawal can end up being converted to and from different currencies as it is moved through the various institutions. Depending on the exchange rates that are used for each currency/institution that can result in a balance reduction that is neither a charge nor a tax, and while operators will try to avoid these situations to reduce their own expenses, there are combinations of countries/payment methods/currencies that will mean that they cannot avoid them. Hence the information that the operator provides to players about this matter.

We understand that you are unhappy about these fees and we will ask the question regarding why there is a mismatch between the figures, but as things currently stand it is unlikely that this is going to make a legitimate claim in terms for the recovery of funds.

Thanks,

CasinoReviews.com Complaints Team

Hi,

And thanks for your fast reply.

I have a couple of points that in my opinion create a legitimate claim for reimbursement:

1) Vast majority of the transactions has been made with Skrill to Skrill with no cross currency involved and the payment processor does not charge the fees.

2) The casinos are in direct breach with the EU customer protection rules by not stating the fees on their site.

3) Their customer service outright lies about the issue.

You are right when saying that I'm unhappy about the situation. This is true, as I've lost several hundreds of euros because of this.

I'll send you a complete list of all the transactions as soon as I receive them.

Regards,

▇▇▇▇▇▇

Hi ▇▇▇▇▇▇,


1. You are making assumptions about a process you don't see behind the scenes.
2. We've already discussed this above.
3. We understand that in your opinion the customer service has "lie[d]" to you, but based on our review of what you've sent over this is not a fact. It is an assumption that disregards other plausible explanations.
We understand you are unhappy, but we have been clear regarding our current expectation.

Thanks,

CasinoReviews.com Complaints Team

Hi,

I'd like to point out that I've already provided proof that Skrill does not take a fee from cashouts.

Regarding the discussed EU customer protection rules, they clearly back my statement up with 0% possibility for other interpretation.

I can also provide several chat conversations where the support claims that the sites never charge fees (which is a lie) if this is any use.

Regards,

▇▇▇▇▇▇

Hi ▇▇▇▇▇▇,

As previously discussed, operators engage 3rd parties to process payments. While you may think you are sending a payment from you to them, ordinarily it goes from you to the payment processing company to them. Skrill does not have to charge a fee for these discrepancies to occur.

I'm sorry but we cannot agree regarding the "EU customer protection rules" and we've clearly laid out why, as we've already discussed in substantial detail.

And as already explained, the operator does not have to charge a fee to account for the discrepancies that you've raised.

Effectively at this stage, your contention relates to not accepting the information that we have provided to you. That is your right. But it does not change the position of this service. You retain the right to pursue your claim via the appropriate court systems if you are dissatisfied with this process.

Thanks,

CasinoReviews.com Complaints Team

Hi ▇▇▇▇▇▇,

Have you put together a list of transactions/amounts you are looking to contest?

Thanks,

CasinoReviews.com Complaints Team

Hi,

I haven't received a single reply from the casinos about my request.

Hi ▇▇▇▇▇▇,

With respect to your transactions, these will all be detailed in your payment accounts and your operator account histories. Which should allow you to do comparisons as you've already done for one transaction.

Beyond that, if the operator has not responded to a Subject Access Request (please note, that you should be absolutely clear that you are submitting a Subject Access Request and detail the information you are looking for the company to provide), you should contact your local government agency responsible for enforcing data protection laws. They should be able to take action to ensure that the business complies with this legal request.

Thanks,

CasinoReviews.com Complaints Team

Abandoned – The submitting complainant has become non-responsive to our requests for additional information. As such we assume that they’ve managed to resolve their issue on their own.

Hi,

Infiniza Limited casinos charge fees both from deposits and cashouts but when confronted about the issue they claim that they do not charge fees. There´s a mention on their sites that there might be an occasional fee depending on the country / currency of the transaction but this is not the case, as they charge the fees from every single deposit and cashout made from either a bank account or Skrill account which is in euros, and my gaming account currency is also in euros.

I'd like to dispute and demand to be reimbursed all the fees Infiniza has taken from my transactions to their casinos I have played in, and there are several of the casinos. I'm not sure what the totalling amout of these false fees is, but it´s several hundreds of euros as I´ve been quite active on their casinos.

I have attched the most recent cashout details as proof of the charged fees.

Regards,

▇▇▇▇▇▇▇▇▇▇▇▇

Refuel Casino - Infiniza ltd casinos charge fees from deposits and cashouts and claim otherwise

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