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Hello.

There have been deposits of 1900 EUR into my account through a person who is not me and the casino refuses to refund the money even though it can be seen that the depositor was a different person! The terms and conditions of the casino state that you can only deposit and withdraw using your own method and that the name must match.

That casino still refuses!

Hallo.

Es wurden über meinen Account Einzahlungen in Höhe von 1900 EUR über eine Person die ich nicht bin getätigt, und dass Casino weigert sich dass geld obwohl man sieht dass es ein abweichender einzahler war, dass geld zurück zu erstatten! In den AGBs des Casinos steht drin dass man nur mit der eigenen Methode ein und auszahlen darf, dass der Name übereinstimmen muss.

Dass Casino weigert sich trotzdem!

Hello edingerstefanie1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PinoCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Can you please clarify why did you deposit with a 3rd party payment? When was the last time you spoke to the casino and what was it about?

Please note that using a 3rd party payment method is strictly against the casino terms and they are not obligate to refund anything as you breached their terms. The real owner of the payment method may try to request for a refund but it is basically up to the casino whether they refund it or not.

Looking forward to your answer.

Regards,

Nick

My account was fully verified and have previously made withdrawals. This was accidental as my husband's account details were saved and we have the same bank. I then reported this error to the casino and the casino does not want to post the payments back. I informed that this is not my payment method. I was immediately blocked and nothing more was done! In addition, payments have also been made which I know nothing about...double debits etc. Therefore I ask the casino to refund the bookings.

Mein Konto war komplett verifiziert und habe auch schon früher Auszahlungen getätigt. Dies war ausversehen, da die Konto Daten meines Mannes eingespeichert waren und wir die selbe Bank haben. Ich habe dann dem casino diesen Fehler mitgeteilt und dass casino will die Zahlungen aber nicht zurück buchen. Ich habe mitgeteilt dass dies nicht meine Zahlungsmethode sei. Darauf hin wurde ich direkt gesperrt und mehr wurde nicht unternommen! Es sind ausserdem aber auch Zahlungen getätigt worden wovon ich nichts weiss...doppelte Abbuchungen usw. Deshalb bitte ich dass casino die Buchungen zurück zu erstatten.

Hello edingerstefanie1,

Unfortunately using a 3rd party payment method is strictly against the casino terms and they had every right to void any balance and close your account.

The real owner of the payment may still try to request a refund of the deposit from the casino but there is basically nothing we can do as the casino is not obligate to refund anything in such cases.

Is there anything else I could assist you with?

Dear edingerstefanie1,

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.

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.