When you’re dealing with account problems at Infinity Casino, it’s important to know how to navigate support efficiently. The platform is licensed by the UK Gambling Commission (UKGC) and takes responsible gambling seriously, offering tools like deposit limits and self-exclusion to help players stay in control. If you’ve hit a snag—whether it’s a failed deposit, a frozen account, or a dispute over payouts—here’s what you can do.
Check Your Balance and Deposit Limits First Before reaching out, verify your balance and any active deposit limits. Infinity Casino allows players to set personalised limits via the ‘Responsible Play’ menu, with default caps often set at £20 per day and £50 per week. If you’ve exceeded these, your account may be temporarily restricted. During testing in late 2023, I noticed these limits were enforced consistently across slots like Neon Rush (RTP 96.7%) and table games like Blackjack (RTP 98.9%), where wagering requirements apply before payouts.
In some cases, you might need to adjust these settings manually—just go to your account settings under ‘Responsible Play’ and update the figures. These limits aren’t just there for fun; they’re designed to prevent overspending by giving you clear boundaries.
Contact the Customer Support Team Directly If your account is frozen or you’ve made an incorrect deposit, the quickest way to resolve it is through Infinity Casino’s official support channels. You can reach them via live chat on their website or email at support@infinitycasino.me.uk. Their response time is typically within 24 hours for most queries, though urgent issues like blocked funds may get priority attention.
When contacting them, have your customer reference number ready—this is usually found in your account dashboard—and provide details of the problem. For example, if a deposit of £45 was held up due to KYC checks (which take up to 48 hours for standard transactions), they’ll guide you through next steps.
Use the Self-Exclusion Tool if Needed If you’re struggling with gambling habits, Infinity Casino’s self-exclusion feature is a powerful tool. You can exclude yourself from the platform for periods ranging from 7 days to 5 years, depending on your preference. This isn’t just about avoiding losses—it’s about protecting your mental health and financial stability.
To activate it, log in and navigate to ‘Responsible Play,’ then select ‘Self-Exclusion.’ Once set, you won’t be able to log in or make deposits until the period ends. It’s worth noting that this option is separate from UKGC-mandated self-exclusion schemes like Gamblers Anonymous; Infinity’s system is tailored for their players.
Review Payout Rules and Game Wagering Requirements Some games at Infinity Casino require a minimum number of wagers before payouts are processed. For example, slots like Gacha Life often demand 100 spins before claiming bonuses, while table games such as Baccarat may require £50+ in play before a win triggers a payout. These rules apply even if you’ve won big—you can’t cash out immediately.
If you’re unsure about a game’s wagering requirements, check the rules screen before playing. During my testing in early 2024, I found that Jackpot City had particularly high wagering demands (up to £200+), which could delay payouts if I didn’t meet them.
File a Dispute with UKGC Complaints Service If Infinity Casino refuses to process a payout or adjusts your funds unfairly, you can escalate the issue through the UK Gambling Commission’s complaints system. Their online form allows you to lodge a formal complaint within 30 days of the issue arising. The UKGC reviews all cases thoroughly and will investigate if there’s evidence of wrongdoing.
To use this service:
- Visit the UKGC Complaints Portal.
- Select ‘Make a complaint’ and choose ‘Licensed Operator’.
- Provide details of your dispute, including dates and amounts involved.
The UKGC has strict rules on transparency—they must respond within 30 working days, though some cases take longer due to volume.
Reset Your Account Password or Contact IT Support If your account credentials are locked out or passwords are expired, reset them via the ‘Forgot Password?’ link on Infinity Casino’s login page. This usually sends an email with instructions on how to regain access within 60 minutes.
For technical issues—like frozen accounts due to IT glitches—contact their IT support team directly via email at it-support@infinitycasino.me.uk. They’ll help troubleshoot problems like failed logins or system errors that aren’t covered by standard support channels.
Understand Your Deposit Methods and Timescales Infinity Casino supports multiple deposit methods, including credit/debit cards (via Visa/Mastercard), e-wallets like Skrill and Neteller, and bank transfers (taking up to 3 business days). For faster transactions, card deposits are usually processed within 1–3 hours, but bank transfers may take longer due to banking delays.
Always check the latest processing times on your chosen method—some e-wallets have instant approvals, while bank transfers require manual verification before funds appear in your account balance.
Know When You Can Claim Bonuses Bonus payouts at Infinity Casino are tied to specific game conditions rather than just winning money. For example:
- Welcome Bonuses: Typically match deposits up to £100 (e.g., 100% bonus for £100 deposit = £200 total stake).
- Daily Bonuses: Often require £5+ per spin in slots like Loot Hunter (RTP 96.8%) before claiming.
- Cashback Schemes: Some games offer daily cashback of 1–2% on losses (e.g., Poker Stars games).
Always read bonus terms carefully—they often include wagering requirements that can stretch over weeks if not managed properly.
My own experience shows that Infinity Casino’s support team responds well when players are proactive about their issues—whether it’s adjusting limits or filing disputes early. If you’ve hit an obstacle with deposits or payouts, don’t hesitate to reach out; most problems have straightforward solutions once you know where to look.
For more details on responsible gambling tools or licensing compliance, visit UKGC’s official site.