HomeComplaintsCasino Infinity - Player’s withdrawals are delayed.

Casino Infinity - Player’s withdrawals are delayed.

Amount: €535

Casino Infinity
Safety Index:Above average
Submitted: 06 Sep 2024 | Case closed : 19 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Spain had three pending withdrawals totaling 535€, with one request pending since Tuesday, despite having been informed that processing took a maximum of three days. The player expressed mistrust due to the delays, even though account verification was not required. The issue remained unresolved as the player did not respond to the Complaints Team's messages, leading to the rejection of the complaint.

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2 months ago
Translation

Hello, I have 3 pending withdrawals (200, 250, and 85 €), one of them since Tuesday... despite being assured in the chat that they take a maximum of 3 days... those days have passed, hence my mistrust... this kind of casino always seems to delay... the account is not verified as it doesn't require verification. Thank you.

Automatic translation:
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2 months ago

Dear Nole77,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

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2 months ago

Dear Nole77,

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.

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2 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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