Pin-Up Casino - Player’s deposit is delayed.

My deposit successful but not received my game account please help me

Dear jaiveer127201, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

My bank are saying this transfer successful in merchant account 🙏

Pin up not responsible for customer support please help me 🙏

Please send me all the communication between you and the bank regarding your lost deposit at veronika.l@casino.guru.

I'm provide you my deposit screenshot

Please send me the screenshot of your deposit history in your casino profile.

Do I understand correctly that on 17 July, you canceled four deposits of 10,000 INR, and there is one deposit of 10,000 INR that has been deducted from your bank account, but is showing as "in progress" in your casino account?

Please give me my deposit help me 🙏

I would like to help you, but I need you to cooperate. Please answer my previous question, also, kindly send me the deposit payslip from July 17 at 10:50.

Thank you very much, jaiveer127201, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jaiveer127201,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Pin-Up Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Pin-Up Casino,

Could you please assist with this matter? Specifically, why was this deposit not properly credited to the player's casino account, and why is the transaction still marked as in progress?

Thank you in advance for your response!

Best Regards,

Kubo

Hello! Our financial department has informed us that this transaction was not credited to our bank and the funds should have been returned to your balance. If this did not happen, please provide us with a bank statement in PDF format from the moment the deposit was made to the current time.

After giving me the bank statement, will you give me my money or not please tell me

Dear jaiveer127201

Please provide your bank statement to the casino to verify that the amount was deducted from your account and has not been returned. When you send the statement, kindly CC me in the email (jakub.m@casino.guru).

Thank you!

Dear jaiveer127201,

Thank you. I confirm that I have received your bank statement. Have you also forwarded this document to Pin-Up Casino, as they requested?

Okay sir thank you

Not give me answer by casino pin up

Dear jaiveer127201,

I wanted to update you on the ongoing situation with your deposit. I've been in direct communication with the casino representative outside of this thread, and we're actively working to find a resolution for you.

Unfortunately, it appears that your deposit hasn't been received by the casino's bank, and the funds seem to have been lost in transit. We're currently awaiting feedback from the casino's finance department to determine the next steps.

I truly appreciate your continued patience, and I will keep you informed as soon as we have more information.

Okay

Hello!

According to our specialists, the deposit was unsuccessful, and the funds have not been received on our end. Please contact your bank to trace the funds. Additionally, please provide screenshots of your correspondence with the bank representative, showing that you inquired specifically about this deposit.

My bank are saying this transfer successful in merchant account

Hello!

Please provide screenshots of your correspondence with the bank representative, showing that you inquired specifically about this deposit.

Dear Pin-Up Casino,

Thank you for your response.

Dear jaiveer127201,

I have been informed by the casino representatives, outside of this thread, that you have not yet submitted the requested evidence regarding your case. To proceed, please send all available documents, including your bank statement and any correspondence with your bank regarding the missing deposit. Kindly send these documents directly to the casino via email and CC me in the communication.

If you fail to provide the requested documents, I will be forced to reject your complaint due to a lack of cooperation on your part.

Thank you for your understanding.

I don't want money, you demanded so many documents, these cannot be done completely, I am 300 km away from home and I come here once a year

Dear jaiveer127201,

Given the lack of cooperation and absence of physical evidence on your part, I have no choice but to reject this complaint. Without your assistance and the necessary documents, we are unable to properly investigate, as we do not have the means to ascertain the whereabouts of your funds without evidence.

I will mark this complaint as "rejected" in our system due to insufficient evidence provided. If you decide to cooperate and submit the requested documents, you may request to reopen the complaint. However, please ensure that you provide all the necessary documentation and evidence at that time, as reopening requests without proper evidence will also be rejected.

Thank you for your understanding, and thanks to everyone who has cooperated so far.

Best regards,

Kubo