The player from Spain had placed a bet of 100.42 Euros on the Mega Fire Blaze Spain roulette wheel and won a payout for a separate 4 Euro bet, but he had not received the winnings in his account. The Complaints Team had attempted to assist by requesting further information regarding the player's account verification and transaction IDs. However, due to the player's lack of response to these inquiries, the complaint was ultimately rejected.
Casino Infinity - Player's winnings have not been paid.
Amount: €100
Casino Infinity
Safety Index:Above averageSafety Index
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6.8
Casino Infinity has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I placed a bet of 100.42 Euros on the Mega Fire Blaze Spain roulette wheel and the winning number was 8, where I had bet approximately 4 Euros. However, I have not received the corresponding payment in my account.
Automatic translation:
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1 month ago
Hello Satomana,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Infinity. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you bet 100€ or 4€ or what the 4€ mean?
- Do you have any evidence of your win?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Good morning, thank you very much. Step by step:
- I am not verified at the casino as they do not ask me for it at the moment.
- I made a 100 euro bet on the Mega Firr Blaze Spain Roulette, where I had more or less (I don't remember) 4 euros in full on the 8. Therefore, the winning amount should have been approximately 120€ and I received 0 euros.
- I have no evidence, I only have the transaction ID, which I don't know if it's from the casino or the specific game. Id:105.2918616021
- I'm talking to the support team but they're all long-winded.
Automatic translation:
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1 month ago
Translation
Checking the facts, I think the transition id is: 105.2918614444
Can you put it somewhere to check the amount of the draw, the numbers selected in the draw and the result of the triad?
Thank you
Automatic translation:
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1 month ago
Translation
Sorry for the confusion, actually both IDs refer to the transaction. The first one, ID 105.2918614445 refers to the bet and the ID 105.2918616021 refers to the resolution of the bet.
Is there any chance you can check this out?
Thank you.
Automatic translation:
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1 month ago
Dear Satomana,
Unfortunately, if a win appeared on your screen during the game but does not reflect in your gaming history, there is little that can be done in this case.
To better understand how slot machines operate and how server-client communication works, we recommend reviewing our article: How Slot Machines Are Programmed. This may provide insights into potential discrepancies and technical factors that could be at play.
Without concrete evidence, such as a log from your bet history, we do not have sufficient grounds to challenge the casino or request an investigation into theoretical winnings.
Please let us know if there is anything else we can assist you with.
Best regards,
Nick
