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

Dear sir,

Please be informed that I have deposited Rs 10000 inr on 7th Feb 2022 to Pin Up casino, but it is not credited in my account.

I have been following up for a month now and they are denying my request. 

I have raised it to casino, but they denied and asked me to wait some time which I done and again raised .They told me to contact bank .

After contacting bank , they have told me that same has been deposited, I again raised to casino that bank is saying it is deposited .

Then casino told me to send my bank statement which I sent to them with password, they again rejected it even though bank statement is showing it is deposited.

I have asked them I need to contact their supervisor, they rejected my request and told it is not deposited and everything is checked

Sir, due to this reason ,my BP shoots up and I am consulting cardio now , Kindly support to raise this issue and I want to sue them for this amount of Rs 10000× 5000 INR as in most of the game, they promise to provide 5000 time the bet and I am only person who earns ,so if I collapse with this tension who will take care of my 5 dependent 

All the attachment including my profile in pin up casino, I am sending through this email ,kindly find it.

Waiting your reply 

With regards

Vikas K**** k****

Dear Vikaskarna,

Thank you very much for submitting your complaint and forwarding all the relevant documents. 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 as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, 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 located and refunded back to your bank account or credited to your casino account.

Could you please advise if it was your first deposit in this casino?

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

Best regards,

Petronela 

No this is not my first deposit, i have depositing money and they are credited but this is only transaction,I have been raising more than month with casino bank , yesterday I have warned them again for the consequences and effect it has done to my life, I have been in observation with cardiologist.

If you want I will sent more chat with casino and my medical reports,

With regards

Vikas

Dear sir,

kindly help me in this regards or show me a road map, if you can, as I have all the proofs which I shared with you , and many more,how are they playing with me ,please don't keep me waiting

if you could not, kindly tell me instantly as I have decided that I will go for the limit as this casino has been playing with me and my emotions since a month and still they have not solved the issue and rigid and now I wont leave them without the compensation as it affected my health and already told 5 people are dependent on me and what will happen to them if I collapse.

With regards

Vikas

Thank you very much, Vikaskarna, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@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.  

Hello Vikaskarna,

I looked at your complaint and will do my best to help you. I would like to invite Pin-up Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?

Casino will reply taking their sweet time and you have to follow up a number of times and come up with excuses and all and never give the solution

Hello.

I figured out your question. For this situation, a request was created to the Financial Department TS-288099. We have collected all the information from you and sent this information to the payment system. We are now waiting for their response.

We will do our best to resolve the issue as quickly as possible. 

Please don't worry.

This is the answer I got a lot many time, this request is not created , it is recreated when I informed that I have raised to third party , this is called transparency when you tell party I have raised complaints against you

It makes no sense for us to lie, so I can’t write anything else. The issue is currently under consideration by the payment system. As soon as we have information, we will be happy to share it with you.

Then to whom I should tell when you guys are saying it is not deposited and my bank is saying it is deposited , at last I am suffering ,my money lost , I am following up since 7th feb 2022,my health condition goes down , you guys denied , i have asked for supervisor , you denied telling that it was checked , when I told I have raised to third party you reopened the case.take the accountability, at last finance department is yours only

I am sorry that you are not feeling well because of the current situation.

We transferred information from your bank about your deposit to the Financial Department.

I will personally do my best to resolve your issue as soon as possible.

Now, I kindly ask you to wait a little longer.

Kindly give me the time line till when i should wait, as I am feeling that I have no time left in my life,since week I have been consulting doctors and not joined office due to my BP

Unfortunately, I can't give a timeline. The request is under consideration by the payment system. It works independently of us.

Wow what a customer care !with the loyal customer!Seriously!viliam why are you not interfering, why are you not putting these words in public.people around the world should know, so I am in this platform. If I have been satisfied with casino, I won't be here .my main motto is to show how customer care rated lower than the financial department which has already given the result and case is reopened when complaint is raised in people forum .

Hello Vikaskarna!

With all due respect to you as our client, we are reviewing the request and doing our best to sort out the issue. We submitted a request to the payment system so that they would double-check everything and give an answer. Too bad it took so long. Believe me, we are as upset by the current situation as you are.

Don't worry, the issue will be resolved soon and everything will be fine)

Dear Casino,

keep us informed about the progress, please.

Dear casino,

May I request you for the update!

The request is in the process of being considered. As soon as the issue is resolved, the answer will be sent to the mail that is specified in the casino profile.

Status pls

I m waiting as I m suffering no one is concerned

The application is still under consideration, so far we have not received a response from the payment system on the last request. Please wait, as soon as the request is resolved - you will definitely receive an email on mail, which is indicated in the profile

Dear Vikaskarna,

please, be patient and wait a little bit more. I'm sure they'll contact you as soon as possible. Let me know when you'll receive some info, please.

Yes Viliam,I am waiting only since 4 days! I have been in this forum to seek your help and show around how I m suffering, since more than a month is my patience only,

Hello! We received a new response from the payment aggregator, which once again checked for payments, but, unfortunately, money is not credited were found for your transaction. Perhaps another payment was made to our site, and not the one for which you provided information?

Bank statement state that it is transferred to your haxtech@yesbank upi ID, my deposit slip state that it is deposited in haxtech@yesbank upi ID,

You are stating some another payment,

You mean to say My bank statement is fake ,my deposit slip is fake and you and your finance team is right .

Viliam can you suggest me the alternative or I should take further action on it.

I have already told they take your time and give the same decision ,it's happening since 7th Feb.

Vikaskarna, we are very sorry that you faced this situation.

We understand your condition and are doing everything in order to find the money, but so far the search has not been successful, unfortunately. We have submitted another request to the payment system and we really hope that the response to it will be positive in your and our direction. We just wanted to clarify whether you made a mistake with the transaction, the information about which you provided us, since we have already received a refusal from the payment system 3 times with the information that there were no transfers based on such data 🙁 Please check this information on your part and if suddenly you understand, then they still transferred another payment, then let us know about it. We, in turn, continue to work on resolving this issue

Dear pin up,

I have checked 10 times and also send you all the details ,even bank statement with password as its authentication, deposit slip and all the queries with bank and their reponse , there is no doubt whatsoever but still facing issue with your financial team and fourth time raising with them won't work when three time it was resultless

now I don't have money for EMI which needs to be paid , my health is going down ,already sent you my medical reports , not going office as medical conditions, how will I survive with 5 dependents I don't know.

Dear Viliam, I have sent you the proofs in your email with its authentication after pin up rejected ,Kindly suggest me further course of action so that I can do anything for my family

Dear Vikaskarna,

contact your payment provider and ask them to track the lost payment. Give them a transaction ID and describe the problem that this payment didn't reach its recipient. We need an official statement from your payment provider, send it to my email: viliam.v@casino.guru

Thank you for cooperation.

I have already sent you official bank statement to you in your email last night

Dear Vikaskarna,

I've received your email but it is your bank statement. It shows that you paid 10,000 INR to HAX TECH.

Now we need to ask your payment provider to track that payment and find out what happened because it didn't reach its recipient.

Please, contact the bank and ask them for an investigation.

Thanks

Haxtech is haxtech@yesbank ,you don't see in deposit slip, haxtech@yesbank is pinup casino ,ask them , I have sent some more transactions,

Dear Viliam,

I have sent you bank statement in which clearly states upi/..../haxtech/yesbank

Can I believe you all have closed the issue ?

We have rechecked the operations, the operations are not successful. The funds did not reach the payment system.

We advise you to contact the bank to find funds. Possibly the funds are on hold.

haxtech@yesbank - it's not us.

Haxtech@yesbank is not you,absolutely rubbish, you guys are cheaters,I have deposited in pinup by upi Haxtech@yesbank

Have you contacted the bank? Is there any information from them?

Yes,I have contacted them, they have already told ,10000 has been deposited to your account haxtech@yesbank

The fact is that haxtech@yesbank is the name of the payment organization to which the transfer was made. It is part of the Yesbank payment system. Please check with your bank - to which payment details the transfer was made? Need an account number so that we can check if it belongs to us

I hope this is more than enough to know

Vikaskarna, we have carefully checked the information on your question. The deposit attempt was unsuccessful, the funds did not reach the provider. You need to contact the bank and clarify the information there.

Dear Vikaskarna,

your cooperation in this matter is very important if we want to move somewhere. Please, contact your bank and ask them for an official statement as I asked you before.

Hi I have already asked bank , and do contact bank once again now, I know I have wasted my time and money to you , u all are same ,making fool of me ,thanks for your support ,I know I have lost my money and should not expect from you guys , you guys are playing only by demanding one thing or other ,the proofs I have sent valid in any platform but you guys are................

Greetings Vikaskarna!

Do you have an opportunity to get an official statement of the operation in your bank, where can see that the operation was successful and funds didn't back on your account?

Our specialists checked everything a few times, and this deposit wasn't successful and didn't come to our system. Please, try one more time to contact with your bank and get official information.

Same has been sent you and villiam for several time which is transferred to you but never come back

Kindly send me email add where I can send

Greetings! You can send statement of the operation to us at manager@pin-up.support.

Good afternoon. Alas, this document will not help, since the payment provider has not received the funds and that they are most likely blocked in the bank.

Please try again to contact your bank and get official information.

Dear Vikaskarna,

you've sent me your bank statement. Unfortunately, it will not help us to locate the payment and that's why you need to contact your bank and ask them to track the payment, it'll be probably stuck somewhere.

Contact your bank and ask them to locate the payment, please.

Hello! Unfortunately, we cannot provide such information, since the payment system in the statement stores confidential data on various payments and does not distribute such information. We will try to clarify more information on your payment, but for this, please send a screenshot, which will show the exact time of debiting

We sent a new request to the payment system, now we are waiting for a response from them. As soon as we have information about your question, we will let you know. Do not worry)

While we are clarifying the information - could you send a screenshot of the payment, which will show exactly the time f transaction, and not just the date?

I cud not find the time , it's 7 th morning I guess after 1200 ist to 0300 hrs, which I forget as it's now 2 months

Please contact your bank and request a receipt showing the time and date of the deposit.

Kindly check on 7th , I will try

Unfortunately, we can't find the payment simply by date. The provider, after several unsuccessful attempts, asked me to indicate the exact time the payment was made. For this, we need this screenshot, which will show the time. We will be waiting for such a screenshot from you

You guys are making things completed and delaying, my bank told you to provide your statement but you cudnt , it's two month old transactions, I can try only, if you cud not pay me back,leave it why wasting your and mine time.

World knows that I paid , I have shown enough proofs , so you are responding, you also know I have paid but delaying things ,your demands are never ending and whenever I and My bank demands, you say no no it's a confidential

Vikas, we understand your mood and are very sorry that you got into this situation. But the fact is that we did not receive the money and we cannot know where exactly you sent that transfer, which is why we are clarifying everything. After 5 checks with the payment provider, no such deposits were found. Now you need to contact the bank and clarify where you can get information about the operation with an indication of the debit time. We really want to help you and make a lot of efforts to figure everything out and credit your money if they really were deposited through your current account on our website. Please do so and receive such a receipt (which will show the exact time of debiting), then contact us again

Unfortunately, to solve this situation, we need this screenshot, which will show the exact time and date of the payment. We will be waiting for such a screenshot from you.

U need something, bank need something both of you can not provide due to your respective reason, it's better to leave why should I raise my BP, pls be happy with my 10000 thanks a lot

Yes, you are right, payment information is necessary and very important.

We are trying to help you resolve your issue. 

Our payment aggregator did not receive the money you transferred. Therefore, it is important to confirm that the payment has been sent to us. 

An invoice is required to confirm payment. It shows the exact time of the money transfer.

Dear Vikaskarna,

you need to understand that we are not able to help you when you are not cooperating. We are cruising in circles.

You still didn't provide what I've asked you for. We know you have paid money but that money didn't reach its recipient. It must be somewhere and the only way how to find them is to investigate with your payment processor.

Please, provide the requested documentation or I'll be forced to reject your complaint.

Dear villiam ,

Kindly reject and be happy , I know what help you guys are giving thank you

Unfortunately, after gathering all the necessary information we are rejecting this complaint. 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.