Pin-Up Casino - Player’s deposit has been delayed.

I deposited 4000 Rs on 5th November 2024 and today is 17th November and still this amount not credited in my account. Many times I have contacted to customer service agent and they give only memorize answers like- finance department is working on it. I have given my bank statement, bank confirmation mail and Google pay confirmation. I don't know what's the problem after giving all evidences. Pinup also has not any time line to resolve the issue. They customer service agents use to say that they don't know any fix duration to solve the issue. I am totally disappointed by this casino.

Rgds,

Gokul

Id-37577552

Dear Gokul1985,

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 

Dear Gokul1985,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to 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.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Dear casino guru,

I want to tell you that this was not my first deposit in pin-up casino before this I have made so many deposit but never faced this kind of issue. This is first time for me. So please help me regarding this.

Hi Gokul1985,

Thank you for getting back to us.

I'm sorry to learn that there hasn't been any progress since November. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.