Pin-Up Casino - Депозит игрока был задержан.

Dear Gokul1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Gokul1985,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Dear casino guru,

I want to tell you that this was not my first deposit in pin-up casino before this I have made so many deposit but never faced this kind of issue. This is first time for me. So please help me regarding this.

Hi Gokul1985,

Thank you for getting back to us.

I'm sorry to learn that there hasn't been any progress since November. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

Please let me know how can I attached my statement over here because attachment option is not there.

Rgds,

Gokul

I will sent my statement on petronela.k@casino.guru

Rgds,

Gokul

Thank you very much, Gokul1985, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you Gokul1985 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pin-Up Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.

Thank you!

Hi casino guru,

Yesterday I got a mail from pinup and they said that the amount hasn't received by them. I have given my bank confirmation mail, Google pay confirmation and bank statement as well and inspite that they denied. I am helpless now where I have to approach for this. They are also not providing the statement of concern merchant" agile payment services pvt Ltd". Their customers service agents give only memorize answers like - finance department said that they haven't received the fund. I can't believe how pinup like a big casino can do like this kind of cheap action.

Rgds,

Gokul

Hello! 

We will try to get additional information from the provider, and as soon as we have something, we will write to you immediately.

Dear Pinup,

I want to inform you that my bank and Google pay both are saying that the payment has successfully settled to beneficiary account and you people are saying that you did not receive the payment so once again I requested for charge back if it will not resolve this time then I have to approach the banking ombudsman and then consumer court regarding this.

So request to you please resolve it at your end.

Rgds,

Gokul

Hello!

The specialists figured everything out and credited the deposit 2024-12-31 16:58:50 GMT+3.

We apologize for the inconvenience.

Thank you for the positive update Pin-Up Casino representative.

Dear Gokul1985, let us know if this resolves your issue or if you require any further assistance. Thank you!

Thanks to all. It has resolved.

Dear Gokul1985,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter