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I have an active account in pin up betting application. In which i made my deposit of 6443inr for 71 euros. I sent money to the details provided in the deposit section of pinup. My money deducted from my bank account but the funds were not refle in the pin up application. Then i contacted the customer care team, they said funds were not recieved and also requested me to contact my financial institution even after providing them the payment PDF. Later, i contacted my bank about this payment and they confirmed that the payment was made successful to the payment merchant account. It's been around 95 days since i made that payment but my deposit issue has not solved and also they resolved my ticket saying that funds were not successful. Please help me out in getting back my missing funds. I will also send you the screenshot of the payment.

Dear akhilplayer18,

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 which takes approximately one month. In these cases, 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.

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

Best regards,

Nick

I don't have details of that payment provider. Who should i contact sir. Please you can only solve this issue

Dear akhilplayer18,

You have to forward the payment confirmation to the casino. After that, it can take up to 1 month for the casino to fund your account with the money.

Hello i had done that. I have sent my bank pdf statement also. Still they said we didn't recieve funds. They have also cancelled my ticket saying that funds were not transferred to them. What should i do now sir? I asked them the payment merchant address but they said it's confidential we can't send like that what to do sir?

Hello akhilplayer18,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Yes i have sent my deposit issue to nicolas and described about it very clearly in mail. Can he able to solve my issue?

Dear akhilplayer18,

Can you please advise where did you get the receiver's info from (where to send the money)? Is this your only deposit into the casino? If not, can you please forward a screenshot of a successful one as well?

Hello sir, in pin up application when you click deposit button it will show some payment method. And i clicked on one payment method that is paytm. When i clicked on it, it displayed some upi id and qr code of one bank account that name is data solutions. To this account holder i have sent my money. I made several payment that day. All three payment i made to them were successful but in which only two payment funds were added to my pin up account and the one remaining payment was not added though i sent them my money. Now I'm asking about that payment only. Now i will send you the screenshots of those payments in which you can see your bank details with UPI id and qr code. I'm unable to contact them. So please I wish you solve this issue very quickly

Dear akhilplayer18,

Thank you for providing all the necessary information regarding your complaint.

I have reviewed your case and, to ensure the most effective handling, I will now be forwarding your complaint to my colleague, Peter (peter.c@casino.guru), who will be assisting you moving forward. He will review your case thoroughly and work with you to reach a satisfactory resolution.

I wish you the best of luck in resolving this matter.

Thank you once again for your patience and cooperation.

Best regards,

Nick

Hello there,

Thank you akhilplayer18 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!

Okay sir please resolve this issue as early as possible. I have been waiting for these funds since 3 and half months.

Hello!

Our specialists have sent multiple requests to the payment aggregator and received a response stating that the deposit was not credited to our site. The client has been advised to contact their bank to locate the funds.

I have contacted bank also. They said funds were successfully transferred to payment aggregator. The funds are with payment aggregator. Please solve this issue

In that case, please provide a screenshot of your correspondence with the bank's technical support or any other document confirming that the deposit was credited to the specified account.

Sir i have contacted my bank team in person. They have checked my statement and confirmed that the payment was successful. Do you want me to send my bank statement where you can find the payment to payment aggregator was successful. Do you want me to send you statement of my bank?

Iam sending your payment proof. Sending you PDF statement. Please check on may 18th 2024 date, you will see the payment of 6443 was successful

I have mailed you the pdf statement sir. Please check it

We have reviewed this statement previously and provided it to the payment aggregator for investigation, to which we received a response that the deposit was not credited. Therefore, in order to submit a new request, we need additional confirmation from your bank about a successful deposit.

Bank statement is the only proof whether the payment was successful or not. Still do you want proof?

You are really cheating on me sir. Please look at other payments also on the same day that were successful. Why do you think this was not successful? Payment aggregator actually lying to you. Please know this first

Hello sir i will send you screenshots now. I raised a complaint in my bank. They said that funds were successfully transferred to that payment aggregator. Wait i will send you the screenshot

Dear Pin-Up Casino, would it be possible to provide any statement for the player that would show you did not receive the payment so the player can successfully file for a chargeback at their bank? Thank you in advance for your cooperation!

Thank you sir for asking them this question.

Hello!

We cannot provide a statement from our side, as it is confidential information from the payment aggregator, and we are not authorized to disclose it. At the moment, we have submitted another request to the payment provider to obtain information, but we would like to point out that, as we understand it, the client has already submitted a request to their bank for a refund.

Thank you to the both parties for the update, please keep me updated about any new developments. Thank you in advance!

Hello!

After providing additional information, our specialists resolved the issue and credited the deposit on 09/27/2024 at 5:52:10 GMT+3.

We apologize for the inconvenience.

We also ask you to note that if you have requested a refund from your bank, it’s better to cancel it to avoid violating the site's terms. If cancellation is not possible, then please DO NOT SPEND the money on the site. After the funds are debited, contact our technical support and explain the entire situation you have experienced.

Thank you for the update Pin-Up Casino representative.

Dear akhilplayer18, let us know if this resolves your issue or if you require any further assistance. Thank you in advance for your cooperation!

Dear akhilplayer18,

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.

Thank you sir. My issue has been solved

Dear akhilplayer18,

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