The player from Greece reported issues with withdrawals from Infinity Casino, having approved requests totaling over 6000 euros, yet funds had not appeared in their account. The VIP manager claimed that 1500 euros were sent, but the player’s bank had not received any transfer, and similar issues previously experienced were echoed again. After persistent communication with the casino, the player successfully received payment for the approved withdrawals, as the casino acknowledged that all identification documents had been previously submitted. The issue was resolved, and the complaint was marked as such by the Complaints Team.
Casino Infinity - Player's withdrawals are delayed again.
Amount: €2,500
Casino Infinity
Safety Index:Above averageSafety Index
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7.1
Casino Infinity has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Just 20 days ago, my previous complaint with Infinity Casino was resolved. The reason it was resolved was due to the significant help I received from your page, and I thank you once again. I currently have a large balance from my winnings, over 6000. So far, I've requested 5 withdrawals. Three of them were approved, but the money hasn't appeared in my account for several days.
The VIP manager confirmed that 1500 euros have been approved and sent by the casino, yet he is once again attributing the issue to my bank provider. I spoke with my provider, and no transfer has been made.
In my previous complaint, the casino again blamed my bank provider for the issue, saying withdrawals weren't going through, only to eventually admit that the problem was with their own provider!
Through your page, they requested a second verification of my account (despite it having been verified before).
After the new verification, a few days later, they paid me.
Unfortunately, now I'm facing the same issues again. They are not paying me!
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2 months ago
Dear ngeorgiou690,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested your withdrawal(s)?
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
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The withdrawals have been approved for a week now and I was emailed that the money would appear in my account within 1-3 days.
I requested withdrawals through revolut. And last time I got the money through revolut after the casino had previously verified the specific account. I am attaching the casino's response to your page that it received all the necessary documents.
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2 months ago
Thank you for your reply, ngeorgiou690. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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2 months ago
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Let's give it time. But as I mentioned, the casino processed the withdrawals, approved them, and a week has passed since then. In my email, they said that I would receive the money within 1-3 days!
I am sending you one of the emails.
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2 months ago
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Not only are they making fun of me unfortunately, but also in the VIP department the employees do not cooperate with each other
Within a few hours yesterday they asked me for the same thing twice. The second time I sent them they told me they would pay me in a few minutes. Unfortunately today it's the same thing again.
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2 months ago
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I am also sending you the withdrawals that were approved but not paid.
I would ask you to contact the casino to provide us with an explanation.
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2 months ago
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Unbelievable things. A month ago there was a second verification of my account. The casino also confirmed it on your page that it received all the documents. Today they are asking for verification again. My God, what scammers they are. Why do you have a rating of 7.1 for them.
It's a shame the careless players who steal from them! I want my two thousand that were approved days ago and my account at the casino is a scam to be closed. Please help me get my money and close this account at this damn casino immediately !!!!!!!
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2 months ago
I understand your frustration, but at the same time, I must emphasize that casinos can request additional documents whenever even if a player's account has been previously verified.
Could you please clarify which documents the casino requested and if you have already provided them?
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2 months ago
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After a heated discussion with the VIP department, the casino realized that all the identification documents had been sent to them a month ago. They removed the identification request and paid me yesterday.
Unfortunately it is a review page, but when you win there are very serious problems with withdrawal.
Fortunately, the problem is over because this time I was too intense and persistent with them. Once again, thank you for your page.
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2 months ago
Dear ngeorgiou690,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
