Pin-Up Casino - Player complains that he didn’t receive cashback bonus.

This casino does not return cashback, deceiving me for more than a day, they promise to accrue and do not enroll, I only hear promises. Last week, I received cashback, as expected. Tech support, the chat operator, as if on knurled, does not appear in the chat earlier than 30 minutes, or even for 1:30 hours they do not answer questions. The more I spend time on this site, the bolder they become.

Dear Никита,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any cashback bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Additional comments from the player:

"So I never received a concrete answer from them, if at night they promised cashback until the morning, now they don’t know anything, well, as it was written earlier, they tried to explain that I didn’t make deposits with them, and I ask them how it turns out that there is 2.66 UAH on the balance sheet, but there is no history of replenishment transactions, but they explain and you replenish the week, it's funny, isn't it! Well, now I understand how establishments work on a supposedly Ukrainian license! top-ups were displayed, earlier I was told that those payments were coming because of this, cashback would be credited in the morning, but in the morning everything was already deleted, which could confirm that there really were deposits. , the site obviously does not work honestly, if you try to explain that there were no deposits, well, I provided a proving fact that they were, but they could have done this if they won. The site is deceiving the players, and if you decide to continue to pretend that this is not so, i go to publish all the information on the YouTube channel. Take action, they should not continue to work fraudulently on this site and hide behind a license issued by CRAIL. Your rating on this site will mean a lot, future players should be aware of what they may encounter while playing on this site. They wrote to me there earlier that they are unlikely to help with cashback, but I don’t worry about it now, I’m worried about something else, namely that the site is not operating honestly and this is already a fact! After being informed that there were no deposits, well, you pay attention to the fact that 2.66 UAH is the real balance!! It is real and it is impossible to make it so that no deposit is real, and the fact that they completely deleted the transaction history and also the chat correspondence does not mean that I did not make such deposits, but I had 10 of them."

Thank you very much, Никита, for the forwarded email and screenshots. I have checked the cashback bonus rules on the website and this is what I found:

"Weekly Cashback

...

The promotion is held weekly between Monday and Sunday.

Cashback is credited every Monday after 02:30 GMT+5:30 (Sunday, 21:00 UTC). Please note that the cashback crediting may take place during the whole Monday from 05:30 GMT+5:30 (Sunday, 21:00 UTC) to 05:29 GMT+5:30 (20:59 UTC).

The past week's net loss amount is calculated and the corresponding cashback % is automatically credited to users' bonus accounts:

net loss of € 50 or more — 5% cashback;

net loss of € 250 or more — 7% cashback;

net loss of € 1 000 or more — 10% cashback"

Could you please advise if you have made any withdrawals last week? Ideally, forward your cashier history to petronela.k@casino.guru. Looking forward to hearing from you.

Additional comments from the player:

"I had one more withdrawal on 02/06/22 after that I still deposited funds there. I was supposed to receive cashback on Monday, but they didn’t give it to me, but they only promised the whole day then at night they wrote something either at night or in the morning I will receive it, but in the morning yesterday there was nothing, I wrote to them at 11:17 am Kyiv time, and they only answered at 2:48 pm And before that, they didn’t chat in the chat, and then they tried to write that there were no deposits, but I ask them how then on the real 2 hryvnia,66 kopecks appeared in the account. They immediately deleted the floor of the correspondence, where they claimed twice that I had not made any deposits. Although the report comes from them. At 19:55, I again asked when there would be a cashback, they answered, wait, and in the chat they came in and gave an answer already after 4 hours. And I guess why they don’t accrue it, they answered, wait as we can accrue. But I guess why they treat me like that on Sundays, I wrote to them that after receiving the cashback, I will block my account. But this my right to block or not, although it was pr the reason why I also wanted to file a complaint with you."

(translated screenshot):

Could you please forward a screenshot of your cashier history?

Thanks to you and your whole team, yesterday we returned the cashback, well, without your help we were in no hurry, thank you!!!!! You can close my request.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Никита, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru