Pin-Up Casino - Pelaajan talletus pysyy hyvittämättömänä.

Dear Casino Guru Support Team,

I would like to request your assistance and intervention regarding a serious unresolved deposit issue with Pinup Casino.

On 26 November 2025 at 01:38 AM, I made a deposit of ₹2,000 via PhonePe UPI payment to the merchant account associated with Pinup Casino. The payment was sent to:

APEX ARCADIA PRIVATE LIMITED

Transaction ID (PhonePe): T2511260138273847400912

UTR: 288621809677

The transaction was successful and the amount was fully debited from my bank account, which has been confirmed by both PhonePe and my bank. They have clearly informed me that the funds were successfully delivered to the merchant.

However, the amount was never credited to my casino account.

When I contacted Pinup support:

Initially, they asked me to wait 30 minutes

Then they opened a support ticket: TS-2384599

Then asked me to wait 24 hours

Later, after further follow-up, their response changed to:

"the deposit you inquired about was unsuccessful, as the funds were not received by us."

This statement contradicts the payment confirmation from both PhonePe and my bank.

I also provided them the official transaction proof from PhonePe and my bank statement, yet they continue to deny responsibility without providing any evidence from their side.

It appears they are either ignoring the issue or refusing to acknowledge the approved transaction.

I am requesting Casino Guru’s assistance in:

✔ initiating an investigation

✔ contacting Pinup Casino on my behalf

✔ ensuring the missing deposit is either credited or refunded

I am attaching the transaction proof screenshot & my bank statement and details for your reference.

Please let me know if you require any further documentation.

Thank you for your support and mediation in this matter.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Eagle46,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Eagle46,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina