Pin-Up Casino - Player’s deposit has never been credited to his casino account.

I had made a deposit of ₹10000 on 28th June, 2022 which is 5 days ago on Pinup Casino via UPI method i.e. GPay. The money was debited and transacted successfully from my account. But after two hours their payment window said the transaction is unsuccessful and no amount was credited to my Pinup account. Since then I complained to pinup customer care they said they are looking into the matter but no issue has been resolved. Also I received a mail by the payment window after couple of hours that they can't confirm my payment. So I wrote a mail with attached proof of my payment and transaction ID but I did not receive any response regarding my money. It has been 5 days and I haven't received my money back into my account nor they are replying to my mail. Please help regarding this issue as I am very worried of my money.

Dear rajabhinav2498,

Thank you very much for submitting your complaint and forwarding the payment receipt. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have 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 which 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.

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible just as we did with your previous case. Thank you in advance for your reply.

Best regards,

Petronela 

My transaction was successfully done in an instant and my money was debited. But their payment provider didn't confirm my transaction after 2 hours. And now my money is stuck since 6 days. Also I wrote mail to their payment provider but they are not responding at all. PinUp customer support is not providing any satisfactory response of when and how will i get my money back. Their payment provider is not responding to my mails at all.

I fully understand your frustration, rajabhinav2498. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 18 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

I asked from the complaint forum to PinUp agents again. Now they asked for my account statement for last one month. I gave them the pdf which had my account statements for last one month. It has been 9-10 days since then still they are not giving any solution to me. Now it has been more than 20 days and still they are not providing any satisfactory solution to me. Because the amount which got misplaced by them is too huge for me. Please help.

Dear rajabhinav2498,

Could you please forward the bank statement to petronela.k@casino.guru too?

Dear rajabhinav2498,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

This is the account statement where I deposited a sum of 10000 to pinup casino via their transaction window of sabpaisa.in. As you can see my money was debited but they said they never got the money. Also I emailed with proper proofs to sabpaisa.in which was their transaction window but it has been a month and they are not giving any reply. Please help.

Thank you, rajabhinav2498, for the screenshot. However, could you please forward your bank statement to petronela.k@casino.guru too? Afterwards, when we have proof that your money wasn't returned to you last month, we will contact the casino and confront them.

Dear rajabhinav2498,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Thank you, rajabhinav2498, for the bank statement. Could you please advise if the bank statement for the complete month of July till today is available already? Your missing deposit has been placed on the 28th of June and the statement that I received goes till the 7th of July only. Since returning the deposit would take longer than one week, I kindly ask you to forward your complete bank statement.

Dear rajabhinav2498,

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.

I tried to fetch the bank statement but I could not generate the PDF as of now. Also, still I haven't received my money refund. Is there not any other way. They haven't given it back yet

Please forward your bank statement for the complete month of July as soon as it will be available. Please understand that we can't proceed without this supporting evidence.

Dear rajabhinav2498,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.