The player from India had issues with his deposit not being credited to his casino account for 25 days. He expressed dissatisfaction with the casino's customer service, feeling that he was receiving automated replies rather than genuine assistance. The Complaints Team had advised him to contact his payment provider for an investigation and requested a bank statement as proof of the transaction. However, due to the player's lack of response to further communication, we had to reject the complaint. The investigation was halted, but the player retained the option to reopen the complaint in the future.
Pin-Up Casino - Player faces deposit issues at online casino.
Amount: 5,000 INR
Pin-Up Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.1
Pin-Up Casino has a Safety Index of 9.1, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
My deposit has not been credited since last 25 days & everytime I ping online chat they give me following standard reply
I appreciate your patience❤️ Dipen. I saw that a ticket had been created before TS-1111275. And I checked with specialists from the Finance Department it is currently being reviewed.
And I realized there is no operator on chat -- it is the bot which keeps giving standard reply with different names but same photo
Pinup casino is a fraud
Public
Public
7 months ago
Dear Lodayadipen,
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 that takes approximately one month. In these cases, the 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.
- Could you please advise if it was your first deposit in this casino?
- Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
7 months ago
Hi Lodayadipen,
I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded.
Thank you.
Public
Public
7 months ago
Dear Lodayadipen,
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.
Public
Public
6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
