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Hello,

I have been playing at Infinzia and Frenwall casinos and have closed account after account.

Frenwall continues to launch new casinos for Swedes all the time, even though they lack a Swedish license.

Despite my telling them that I have gambling problems, they completely disregard this. I have lost a lot of money because they do not help me stop gambling.

The last time, I was very clear. I pleaded and begged never to be able to play at Frenwall casinos again, regardless of the license. They promised I would never be able to play on any account connected with them.

Now, they are opening new casinos with different licenses. This time, I managed to lose about 13,000 SEK in a few hours. Then, when I checked them out, they were connected with Frenwall. It's even stated on your site.

I have been in contact with support.

They say they have no connection whatsoever to Frenwall’s casino or Infinzia. Despite this, they promote these casinos on Betinferno.

They are blatantly lying!!! To say the least, they are untrustworthy.

I have tried to avoid gambling, but it is impossible when the operator offers no protection.

I therefore demand a refund. This is an unbelievably greedy and very irresponsible behavior. This must be stopped.

Hej

Jag har spelat på Infinzia och Frenwall casinos. Har stängt konto efter konto.

Frenwall fortsätter att starta nya casinon hela tiden för svenskar trots att de inte har svensk licens.

Trots att jag anger att jag har spelproblem så struntar de fullständigt i detta. Jag har förlorat stora pengar på att de inte hjälper mig att stoppa spelandet.

Sista gången var jag väldigt tydlig. Jag bönade och bad om att aldrig mer få spela på Frenwall casinos oavsett licens. De lovade att jag aldrig mer skulle kunna spela på ett konto som är sammankopplade med dom.

Nu öppnar de nya casino med andra licenser. Nu lyckades jag förlora ca 13000 krpå några timmar. När jag sedan kollar upp dom så är dom sammankopplade med Frenwall. Det står till och med på er sida.

Jag har varit i kontakt med supporten.

Dom säger att dom inte har någon som helst koppling till Frenwalls casino eller Infzia. Trots detta promotar dom dessa casino på Betinferno.

Dom ljuger helt uppenbart!!! Minst sagt oseriösa.

Jag har försökt undvika spelandet men det går inte när man inte ens kan skyddas av speloperatören.

Jag kräver därmed återbetalning. Detta är ett ohyggligt girigt beteende och väldigt oansvarigt. Detta måste stoppas

Dear jolle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Regarding your situation, it is important to note that self-exclusion from one casino does not automatically protect you from other casinos, even if they are operated by the same company or connected in some way. Each casino has its own self-exclusion process, and it is essential to ensure that you self-exclude from each one individually to avoid further gambling activity.

I understand your frustration with the casinos’ response, especially when you have made efforts to stop gambling. I have a few questions to help clarify the situation and assist you further:

• Can you confirm whether you have contacted each individual casino directly to request a self-exclusion?
• Do you have any documentation or evidence of the communication where you requested to never be able to play at these casinos again?
• Have you attempted to self-exclude from all the casinos connected to Frenwall, including those recently opened?

Your cooperation is crucial for us to proceed with your case.

As a recommendation, we suggest using BetBlocker, a free service that helps individuals protect themselves from gambling by blocking access to over 84,000 gambling websites. This tool might be helpful in managing your gambling and preventing further issues. You can learn more about this service here: BetBlocker, and our Global Self-Exclusion Initiative here: Casino Guru Initiative.

If you have any communication or supporting documents related to your complaint, please forward them to petronela.k@casino.guru for further review.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have closed account after account.

Until a few weeks ago, I was promised by Frenwall that I would never again be able to play at their casinos or casinos affiliated with them.

But this is their business idea to open new casinos with cross-licenses to bring back suspended players.

I'll check if I have email. But I can guarantee you that Frenwall cannot deny that I self-excluded from their casinos.

Even during their MGA (; Infinzia) they let me play despite self-exclusion

cheating and losing. Then I lost a lot of money.

This systematic behavior leaves the player completely unable to protect themselves from their greed.

Jag har stängt konto efter konto.

Tills för några veckor sedan blev jag lovad av Frenwall att jag aldrig mer ska kunna spela på deras kasinon eller kopplade kasinon till dom.

Men detta är deras affärside att öppna nya kasinon med korslicenser för att få tillbaka avstängda spelare.

Jag ska kolla om jag har mail. Men jag kan garantera dig att Frenwall inte kan neka till att jag självexkluderat från deras casinon.

Även under deras MGA (; Infinzia) lät de mig spela trots självexk

ludering och förlora. Då förlorade jag mycket pengar.

Detta systematisk beteende gör att spelaren står helt utan möjlighet att skydd sig från deras girighet

Hi jolle,

Thank you for your response and for sharing more details about your situation.

I understand your concerns about the practices of Frenwall and their associated casinos. However, I want to clarify that as of now, I have not received any email from you containing supporting evidence, such as communication with the casino or documentation of your self-exclusion requests. If you could provide this information, it would greatly assist us in reviewing your case further.

Additionally, please note that Bet Inferno Casino holds a Comoros (AOFA) license. Unfortunately, this license does not have the same stringent self-exclusion requirements as jurisdictions like the MGA. This means self-exclusion from one casino under their license does not automatically extend to others, even if they are affiliated.

I recommend contacting Bet Inferno Casino directly to request self-exclusion from their platform. While their Comoros (AOFA) license does not enforce automatic self-exclusion across affiliated casinos, reaching out to them can help ensure you are excluded from their services.

Additionally, I wanted to ask if you have already used BetBlocker or a similar tool. BetBlocker is a free resource that allows you to restrict access to gambling websites across multiple platforms, helping you maintain control over your gambling activities. If you haven’t tried it yet, I strongly encourage you to consider installing it.

If you have any updates or supporting evidence to share, please forward them to petronela.k@casino.guru.

Thank you for your cooperation.

I have sent you an email.

Jag har skickat mail till dig

Dear jolle,

Thank you for forwarding the email.

I understand your frustration, but I must point out that the forwarded email does not include confirmation from the casino that all accounts under their platform would be permanently closed. Additionally, the name of the casino where you sent the request is not visible in the correspondence you’ve shared. This makes it difficult for us to establish that the casino acknowledged or agreed to your request.

To move forward, this is the last call for you to implement BetBlocker or a similar tool for your own safety. BetBlocker is a free and effective resource that restricts access to gambling websites across multiple platforms, offering you greater control over your gambling activities.

If you have any supporting evidence showing that you informed a specific casino or their group about your gambling problem and received a confirmation, please forward it to us. This documentation is essential for us to proceed with your case and advocate effectively on your behalf.

Thank you for your cooperation, and I look forward to hearing from you.

But corporate group one doesn't deny that I have a soul exclusion. So that's not what the question is about

Men företagsgrupp en förnekar inte att jag har en själ uteslutning. Så det är inte det frågan handlar om

Dear jolle,

I understand your concerns. However, I must reiterate that, to this day, I have not received any supporting evidence confirming that the casino or its corporate group acknowledged your self-exclusion request. The only email I have is the one you forwarded, but it does not include the casino’s name or any confirmation from their side that they processed your request.

Without clear evidence, I am unable to proceed with your complaint. I strongly encourage you to implement BetBlocker or a similar tool for your own safety. If you manage to find any supporting documentation proving that you informed the casino or its group about your gambling problem and they acknowledged it, please forward it to me.

For now, due to the lack of supporting evidence, I have to reject your complaint. Should you find the necessary proof, feel free to reach out.

Best regards,

Petronela

Casino.Guru