Casino Infinity - 賞金の出金が遅延しています。

I played at Casino Infinity and won about €64.20, but at that exact moment, an "Internal Server Error" occurred – and the winnings weren't credited. I immediately sent all the evidence, screenshots, time, account balance, etc., to support.

I'm still waiting for a response or a payout. I hope the casino will pay me my winnings soon—because the error is clearly not my fault, but a technical issue on their side.

I've already written politely, but unfortunately haven't received a clear response yet. I'm writing here so others can see that such problems can happen—and I hope my case will be resolved soon.

Ich habe bei Casino Infinity gespielt und etwa 64.20 Euro gewonnen, aber genau in dem Moment kam ein „Internal Server Error" – und der Gewinn wurde nicht gutgeschrieben. Ich habe alle Beweise, Screenshots, Uhrzeit, Kontostand usw. sofort an den Support geschickt.

Bis jetzt warte ich noch auf eine Antwort oder die Auszahlung. Ich hoffe, dass das Casino mir meinen Gewinn bald auszahlt – denn der Fehler ist eindeutig nicht mein Fehler, sondern ein technisches Problem auf ihrer Seite.

Ich habe bereits höflich geschrieben, aber leider noch keine klare Rückmeldung bekommen. Ich schreibe hier, damit andere sehen, dass solche Probleme passieren können – und hoffe, dass mein Fall bald gelöst wird.

Dear stanteodora782,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I hope this will be done quickly

Ich hoffe das wird schnell erledigt

Dear stanteodora782,

We are very sorry that this situation happened to you, however, we would like to inform you that your winnings from an unsettled bet in the amount of 64.2EUR have been added to your balance and are currently successfully used for the game.

If you encounter similar problems or have additional questions - do not hesitate to contact us by email or live chat.

Have a great rest of the day, and good luck!

Best regards,

Casino Infinity team.

Dear stanteodora782,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear stanteodora782,

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,
Nick
Casino.Guru