Casino Infinity - Player’s bonus purchase has been stalled.

Καλησπέρα! Έκανα αγορά ενός μπόνους αξίας 20 ευρώ και το παιχνίδι ξαφνικά κόλλησε ενώ έχει τραβήξει τα λεφτά από το υπόλοιπο μου!Οποτε πάω να μπω στο παιχνίδι είναι ακόμα εδώ και 2 μέρες κολλημένο και δεν μπορώ να το παίξω!!Εχω στείλει πολλά email και απάντηση καμία!

Hello billaros7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Regards,

Nick

They do not answer me still now!ITS BEEN NOW 3 DAYS!THEY DONT RETURN MY MONEY AND THE SLOT THAT I BOUGHT THE BONUS STILL DOESNT WORK!

SLOT DOESNT WORK AND MY BONUS GAME IS UNFINISHED

Can someone answer me plz??I send 10 emails to casino infinity these 10 days and I haven’t got any reply from them!!They are scam casino for sure!Help me with them

Hello billaros7,

Thank you for the information you’ve provided so far. Since we have no additional details regarding your stuck balance in the game, I’ll be forwarding your complaint to my colleague Michal (michal.k@casino.guru), who will assist you from here.

Wishing you the best of luck in resolving this.

Best regards,

Nick

Hello billaros7,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Casino Infinity to join the conversation.

Dear Casino Infinity,  

I would appreciate it if you could clarify the reasons behind the prolonged malfunction of the slot game. Have you obtained any insights from the game provider regarding this issue, or any information on when the disputed slot game will function correctly? Furthermore, could you inform me when the funds will be credited back to the players' accounts?

ΕΧΟΥΝ περάσει 2 εβδομάδες και ο συγκεκριμένος κουλοχέρης δεν μπορεί να λειτουργήσει και να ολοκλήρωση την αγορά μπόνους που έχω κάνει!!ΕΧΩ ΠΑΙΞΕΙ ΣΕ ΤΟΣΑ ΚΑΖΙΝΟ ΚΑΙ ΑΥΤΟ ΤΟ ΣΥΝΑΝΤΩ ΠΡΩΤΗ ΦΟΡΑ

Dear all,

This issue with the uncounted game has been referred to the provider of this slot and we are waiting for a further response.

We assure you that we will provide you with an update shortly.

Best regards,

Casino Infinity team

I appreciate the update, Casino Infinity team.

I eagerly await the information from the game provider and hope it will be available shortly.

Michal Καλησπέρα!Εχουν περάσει πάρα πολλές μέρες και δεν έχω κανένα νέο από το καζίνο!!Ειναι τόσο απλό θέμα και δεν θέλουν να το λύσουν προφανώς!!Επειδη σίγουρα το καζίνο με κοροϊδεύει θέλω να κάνω καταγγελία επίσημη και να κινηθώ νομικά μόνο και μόνο γτ με κοροϊδεύουν!

Dear billaros7,

I appreciate your perspective on the matter, and I acknowledge that it may seem straightforward to you that the casino team could easily credit the €20 back to your account. However, the situation with the slot machine may be more complex, as it is possible that other players are experiencing similar difficulties. Therefore, it is essential for the casino team to conduct a thorough investigation in collaboration with the game provider, which, regrettably, may take some time. While I recognize that the amount in dispute is only €20, it is important to address the underlying issue with the slot machine, irrespective of the sum involved.

Dear Casino Infinity team,

I appreciate your commitment to thoroughly investigating the issue with the slot game in collaboration with the game provider. However, I would like to kindly request if it would be feasible to recredit the €20 to the player's balance in the interim so they can play. This would alleviate the need for the player to wait until the investigation concludes. I believe you understand that the current situation is not an optimal user experience for the player, and it may unnecessarily negatively reflect on your reputation as a casino, even though we recognize the circumstances are beyond your control. Can you please consider this possibility?

Dear all,

We would like to inform you that we are in daily contact with the provider. At the moment, we are still pending a predicted payout. We will notify you as soon as we have this information and the round is cleared. We kindly ask for your patience and understanding while we work to resolve the issue.

Best regards,

Casino Infinity Team

Συγγνώμη αλλά έχει παρατραβήξει το αστείο με το συγκεκριμένο καζίνο!!ΔΕΝ ΕΧΩ ΑΛΛΗ ΥΠΟΜΟΝΗ ΚΑΙ ΕΠΙΘΥΜΩ ΑΜΕΣΩΣ ΥΩΡΑ ΝΑ ΑΠΟΖΗΜΙΩΘΩ ΓΙΑΤΙ κοντεύει ένας μήνας τώρα !!ΤΟ ΣΥΓΚΕΚΡΙΜΕΝΟ ΚΑΖΙΝΟ ΕΙΝΑΙ ΣΙΓΟΥΡΑ SCAM ΚΑΙ ΘΕΛΩ ΝΑ ΜΟΥ ΠΕΙΤΕ ΤΙ ΑΛΛΟ Πρέπει ΝΑ ΚΑΝΩ ΕΝΑΝΤΙΟΝ ΤΟΥΣ!ΔΕΝ ΣΥΝΙΣΤΩ ΣΕ ΚΑΝΕΝΑΝ ΝΑ ΠΑΙΞΕΙ ΞΑΝΑ ΣΕ ΑΥΡΟ ΤΟ ΚΑΖΙΝΟ

Συγγνώμη θα τελειώσει ποτέ το θέμα μου με το καζίνο;;ΜΠΗΚΑ ΞΑΝΑ ΤΩΡΑ ΚΑΙ ΔΕΝ ΥΠΑΡΧΕΙ ΚΑΘΟΛΟΥ ΤΟ ΜΠΟΝΟΥΣ ΠΟΥ ΕΧΩ ΑΓΟΡΑΣΕΙ ΣΤΟΝ ΚΟΥΛΟΧΕΡΗ!ΕΧΕΙ ΕΞΑΦΑΝΙΣΤΕΙ Η ΑΓΟΡΑ ΠΟΥ ΕΧΩ ΚΑΝΕΙ!!ΕΧΕΤΕ ΦΑΕΙ ΤΑ ΛΕΦΤΑ ΜΟΥ ΚΑΙ ΘΕΛΩ ΕΞΗΓΗΣΗ ΚΑΙ ΑΠΟΖΗΜΙΩΣΗ ΑΘΤΗ ΤΗΝ ΣΤΙΓΜΗ ΚΛΕΦΤΕΣ

Dear all,

We would like to inform you that the reported bet has been checked and we have credited the missing winnings to your account. Thank you for your patience. 

Best regards,

Casino Infinity Team

Dear billaros7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Το θέμα λύθηκε μετά από πολύ καιρό βέβαια!ΣΑΣ ΕΥΧΑΡΙΣΤΩ

Dear billaros7,

Thank you for the confirmation. I can understand your far-from-ideal user experience with the lengthy investigation process; however, in some cases, this can, unfortunately, take longer than usual. Anyway, I'm glad that you successfully received the funds and this case was resolved. I will proceed to mark this case as resolved in our system.

I would like to thank both parties for their cooperation. If you encounter any issues with this or any other casino in the future, billaros7, please do not hesitate to contact our Complaint Resolution Center. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru