Spinfinite Casino - Player's winnings are delayed due to game issue.

As a PSA I live in Rhode Island, currently in New York, not an issue with location. I had bought a bonus on a game called blood axe provided by four leaf gaming for $150 or so and spun to the max bonus. The last hit paid $8500 something, but I closed out of the game too fast and my balance didn’t update. I tried to re open the game and replay the bonus, but no option was given. I contacted support and have been stuck getting similar responses even after sending numerous emails. The responses typically ask me what the issue I’m having is/what game etc. they respond about once every week and a half and say the same thing even though I’ve explained the situation in great detail numerous times. Looking for any support.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinfinite Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to a game history where all bets and results are recorded? Have you requested similar records from the casino support?
• Do you have any evidence of having achieved the win?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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Hi Tomas,

sent you the information. Requested gaming history this morning as they don’t provide it in the site. No screenshots of the win, believe I’ll need that record to prove it.

Thanks for your replies and the information provided via email.

• Has the casino disabled your account temporarily or permanently?

Sadly, we are unable to confront the casino without proof of any discrepancy or any winnings not being credited. Details such as those found in your game history are a crucial piece of evidence. If a bet identifier is specified in these records and you observe any discrepancy, be sure to raise the issue with the support first.

• Please let me know if there is any supporting evidence the casino chose to ignore; otherwise, we can't assist you.

Looking forward to your reply.

Dear Boppo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru