The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Casino Infinity - Player believes that their withdrawal has been delayed.
Amount: €1,460
Casino Infinity
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for a delayed payment
8d 2h 31m 39s
Case summary
2 hours ago
Public
Public
21 hours ago
Translation
The casino keeps rejecting my withdrawal requests. Yesterday, the VIP manager blamed my bank provider for the issue. I spoke with my bank provider, and they provided written confirmation that there hasn't been any rejection in recent days. I sent this evidence to the casino, yet they still refuse to pay me.
I want to mention that I've made dozens of deposits and some withdrawals from this same bank provider to infinity casino in the past.
I need your help to get the casino to process my withdrawal.
Thank you.
Automatic translation:
Public
Public
21 hours ago
Dear ngeorgiou690,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Sensitive attachment
Sensitive attachment
18 hours ago
Translation
My account has been verified a long time ago. The problem is that every day the casino cancels my withdrawal with different excuses. The casino is playing tricks on me. I am attaching their justifications.
Automatic translation:
Complaint is pending and will be processed in 8d 2h 31m 39s
