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

Boa tarde, pedi a minha auto exclusão deste casino no dia 03-04-2021 ao qual mencionei que tina problemas com o jogo forneci todos os dados como numero de cliente email tudo direitinho como solicitado no bate papo até a data de hoje não o fizerem até que cai na tentação e voltei a depositar mais dinheiro só que no dia 15-04-2021 depositei 10 euros e o valor não apareceu na minha conta , o que eu pertando já nem são os 10 euros porque todo o dinheiro depositado neste casino ,e perdido garantidamente só quero que me auto excluam deste casino pq é um direito que tenho e isso eles não estão a cumprir enceram a conta mas a meu pedido voltam abrir sem borca cias nem perguntas e uma auto exclusão eles não podem abrir a conta sem ter passado o tempo. necessário para o efeito

Additional comments from the player:

"a deposit of 10 euros was made at the pin-up casino and that money never came. despite having sent proof of how I deposited. the casino has already self-excluded me at my request after so much insistence I do not recommend. And it should be investigated at the game level."

Dear MCGPH1969,

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 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.

Could you please advise which payment method you have opted for and if you contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with a payment receipt to petronela.k@casino.guru.

Do I understand correctly that your request for a self-exclusion has been honored?

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

Best regards,

Petronela

Dear MCGPH1969,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello MCGPH1969!

The deposit of 10 euro was credited into your account 2021-04-21 14:07.

In the same day you blocked your acc. by yourself.

Dear MCGPH1969,

Have you received a refund? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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.