Pin-Up Casino - Pelaajan kotiuttaminen viivästyy.

I had placed a request for withdrawal of INR 9000 on 11th Feb 2025 but till date the amount is not processed and when ever I reached out to the customer service team they are giving me the same answer that it's under process. Also I have shared all relevant bank statement and bank email for this.

Dear rupaknath89,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal request and the lack of clear communication from the casino’s customer service team. I can understand how frustrating it must be to receive the same answer without any real progress.

To assist you further, could you please clarify the following:

1. Could you confirm if the casino provided any specific reason for the delay, or was it simply stated that your withdrawal is "under process" every time you reach out?
2. Have you received any confirmation that the relevant documents you submitted (such as the bank statement and bank email) were successfully received and processed?
3. Could you also provide any details on your previous communication with customer support, such as dates or screenshots of the responses you’ve received?
4. Is this the first time you’ve had an issue with a withdrawal at this casino, or have you encountered similar delays before?

Your cooperation is really important for us to help move forward with resolving this case. The more details you can share, the more we can do to investigate and work on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue. If you'd like, feel free to forward any relevant communication with the casino directly to petronela.k@casino.guru.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Petronela,

Thank you so much for your immediate response.. please refer below details as requested

Could you confirm if the casino provided any specific reason for the delay, or was it simply stated that your withdrawal is "under process" every time you reach out? - no specific reason was provided. Each time they gave the same answer that our finance team is working on it.

Have you received any confirmation that the relevant documents you submitted (such as the bank statement and bank email) were successfully received and processed? - The support team has just confirmed on chat that they have forwarded the details to their finance team. No other confirmation received

Could you also provide any details on your previous communication with customer support, such as dates or screenshots of the responses you’ve received? - They have deleted all the previous chats and I'm unable to get the same .. however I'm contacting the customer support almost everyday

Is this the first time you’ve had an issue with a withdrawal at this casino, or have you encountered similar delays before? - yes I'm a new user to this casino and my 1st experience is really bad.

Regards

Rupak

Hi rupaknath89,

Thank you for your response and the additional details. I understand that dealing with such delays can be very frustrating, especially when you're not getting clear answers from the customer support team.

• To assist us further in investigating this issue, could you clarify whether you accumulated your winnings with or without an active bonus? This information could help in understanding whether there are any additional terms or conditions affecting the withdrawal process.

Looking forward to hearing from you.

Hi Petronela,

No there was no bonus involved

Regards

Thank you very much, rupaknath89, for providing all the necessary information. I will now transfer your complaint to my colleague, Martin (martin.l@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 rupaknath89,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Pin-Up Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what is the issue? Is there a particular timeframe, in which rupaknath89 can expect his withdrawal to be processed?

Hello!

As we can see, the funds from this withdrawal were returned to the client's balance due to issues on the payment provider's side  2025-03-04 16:50:08 GMT+2.

After that, the client either withdrew or spent the funds on the website.

Dear casino representative,

thank you for your response.

Hello rupaknath89,

Can you please give us an update on the status of your funds? Have you submitted another withdrawal request?

Dear rupaknath89,

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.