HomeComplaintsCasino Infinity - Player was disconnected during game.

Casino Infinity - Player was disconnected during game.

Amount: €135

Casino Infinity
Safety Index:Above average
Submitted: 15 Jul 2024 | Case closed : 29 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

The player from Greece was disconnected while playing a game with 82 euros and 20 free spins available in their account. Despite refreshing for an hour, they could not regain access. We requested supporting evidence such as screenshots or game history to proceed with the investigation. However, the player did not respond to our messages and questions. Consequently, the complaint was rejected due to lack of response.

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3 months ago
Translation

Guys, I was playing a game with 82 euros in my account and had 20 free spins, but I got kicked out. I kept refreshing for an hour and still nothing.

Automatic translation:
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3 months ago

Dear doudopoulosioannis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?

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.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

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3 months ago

Dear doudopoulosioannis,

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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3 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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