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

They made me an automatic charge of $75 almost 2 weeks ago and they look blind, it never appeared in the balance, I contacted the support countless times and they always answered that I should wait 72 hours. I have waited like 700 hours and they are still on Even the last email said that the deposit had already been made, however I have screenshots that this is lies, it is serious how this casino operates, I hope that more people are not scammed.

Dear joseburga,

Thank you very much for submitting your complaint and for forwarding your 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 depositing 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? Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

It is not the first, I made many deposits before about 3, the problem here is that my bank is asking me for a letter from them saying that they have not debited (rather, the payment has not arrived) but they say to wait , why should I wait? then goes to Saying that I wait 72 hours and then 72 hours, then 72 hours and so on unlimitedly, that is what makes us unworthy to trust them, I only ask them to send a letter saying that they have not received that payment so that my bank can return it to me….

They ask me to wait 72 hours when it ends, they tell me the same thing and they tell me the same thing again, this is a crime.

I fully understand your frustration, joseburga. 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 15 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.

It is a lie on the part of the betting house, this is the response from my bank.

Your funds might have left your bank account but didn't reach the casino account as they got stuck in an intermediary bank. Please bear with me for another 11 days and if you don't receive your winnings by then, we will intervene. Thank you very much for your patience.

There is no intermediate bank.

As I mentioned earlier, we allow 1 full month for the casino and the payment provider to investigate. Please bear with me for another 6 days and if you don't receive your winnings by then, we will intervene. Thank you very much for your patience.

Ok

Thank you very much, joseburga, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

When will I get an answer to this?

Hello joseburga!

From now on, I will take care of your complaint. In order to proceed, I'd like to invite representatives of Pin-up Casino into this complaint to help us with resolving the deposit issue.

Greetings.

We are very sorry that this situation has arisen. Such cases are an unpleasant exception, because we try to do everything to ensure that customers receive quality service. We will do our best to help you.

We see that at the moment, task TS-479162 has been created for your question. By solving this problem, it is indicated that the deposit was unsuccessful. The specialists of the financial department requested confirmation from the payment system so that you can provide it to the bank. We understand that you have been waiting for a long time, so today we resubmitted your request and assigned your question the highest priority. It is very important to us that your issue is resolved as soon as possible.

We rely on your loyalty and patience.

Vile lie, I imagine that they will not return my money, I never had problems with any bookmaker, I will make sure that more people know what happened to me, I have read that it has happened to other people who have complained the same about this medium, the bad publicity that I will give them from now on will make them lose another client and that will make me lose another and another, thanks for lying.

God punish them.

Joseburga, we understand that you are tired of waiting. We do our best to help you resolve the issue as soon as possible, but unfortunately, the timing of the solution of the ticket depends not only on us, we have already submitted several requests to the payment system and are waiting for a response from them, we cannot influence the speed of the payment system. As soon as we receive the details, your issue will be resolved. Please wait a little longer.

Dear joseburga,

Please note, in situation like this it is up to payment providers to locate the reason why the payment was not successfully completed. There is also a possibility there were more payment processors participating in the whole process and the only proper solution is to contact the participating payment providers.

Since the casino has already taken the necessary steps, now we need to wait until they will be able to receive the correct information. Once this happens, they will be able to provide further necessary steps. I sincerely believe, that we'll get solution for your issue soon.

Dear Pin-up Casino,

Thank you for your replies and for taking the necessary steps in order to resolve the player's issue. We are looking forward for any new information you will be able to bring to our complaint here.

Good day to all!

Dear player and forum representative, we want to inform you that at this stage the task is still in the process of being solved. We are still waiting for a response from the payment system and have sent several new requests. The task is being worked on with the highest priority. We are sorry that the information has not yet been received, but we can guarantee that attention is paid to this case every day. We apologize that this situation is causing you inconvenience

Dear Pin-up Casino,

Thank you very much for your response. We will be waiting for an update from your end.

Nothing…

Greetings!

Specialists received a response from the payment system on this issue.

Unfortunately, your deposit was not successful. Funds must be returned to the account, the terms of return depend on your bank (payment method). We recommend that you contact info@paysafecard.com with payment confirmation, transaction details and an explanation of the situation so that the provider can assist with the refund.

Lier.

It's been 2 months and they haven't made me any refund, they ask me for a code that never arrived and a letter from you. And you never wanted to offer it to me, I don't care, having been scammed, it cost me $75 to know that I will never be scammed by you again.

Thanks for nothing.

Hahahaha it makes me laugh so much, that they didn't even take the time to review it, the company that works with you from which the payment was debited is "cash payment" and you want me to talk to another company.

Hahahahaha this just makes me laugh.

fuck off

Good afternoon! Can you please tell me if you have contacted info@paysafecard.com to clarify information regarding a refund? What did they tell you?

Hello joseburga!

I'd like to kindly advise you to contact the info@paysafecard.com, as it was described by the casino. Please note, that in the situations like this the casinos may not be successful in getting the necessary information as your deposit did not reach them at all. Since they were unable to locate the payment in their department.

Please let us know once you'll contact the aforementioned email, I believe it is the best way to proceed with your query.

Paysafecard is not the company that charged me, that's why I laughed it was "cash payment" and the worst thing is that pinup made it automatic since it did it in dollars when my currency is in soles this is the record of the matter

I repeat, I have contacted the company many times, I pay cash and they say that I need a cip code and I never received that code, how do I make them understand that I already did it, not one or two or three, I have complained about 10 times and that is what same as with you

They all blame themselves and they will not give me a solution.

I've already resigned myself to this casino, also that way you get to deposit in the casino account, which I see as impossible, it doesn't even let you update the KYC to withdraw the money, when you want to identify yourself you can't even upload the document to verify it, so it's lost case and insured scam.

Dear Joseburga,

Thank you for providing me with an in-depth explanation. Please, excuse my confusion, now I understand that the information provided by the casino are not exactly helpful towards resolving the issue.

Do I understand it correctly, that the only way you would be able to get a refund from the company you were trying to deposit with is that the casino would provide a letter confirming that the transaction never reached them? Since they have done the research on they part and were able to confirm not receiving the payment, I would assume we could propose them to provide such letter in order to resolve the case.

Please let me know your thoughts.

Dear joseburga,

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.

Hello!

We would like to inform you that the funds can be returned in this case only in the form of PIN codes, for which we ask you to contact the specified mail info@paysafecard.com with an explanation of the situation. This is the official response of the payment system. Therefore, please, dear Jose, contact this mail and if there are any difficulties with communication, please let us know

Well, I give up, I thought that Casino Guru was going to be cash, Pinup again without caring about my case says that it is paysafecard, when the one I debit is "cash payment" there is nothing to do here, justice will be done otherwise.

Goodbye

We don````````'t absolve ourselves of responsibility, Jose, but only ask you to contact the specified email address, as such a solution was offered by the payment system. And if you have any difficulties with communication - just let us know, we will help in any matter

Unfortunately, after gathering all the necessary information we are rejecting this complaint. It seems that the casino tried to do everything within their power in order to locate the lost deposit and even provided instructions on how to proceed with the issue. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.