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

Hi team, I have deposited 20000 rupees into my pinup wallet on 6/11/2023. Amount got deducted from my bank account but not yet credited to my pin up wallet I am a VIP client here it's been 3 days till now no update provided and they are telling the same thing again and again just copy pasting the message that financial department is investing and checking on priority basis and the support is ending the chat with providing proper answers to my questions and I even raised call request from my manager so that I can speak personally but they are not even calling me attaching the ticket number and screenshot of the payment ticket I'd - TS - 1655744. Kindly request casino guru to resolve this issue asap. My pinup account I'd is - 16537352

Dear Kuchurucharan,

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, 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.

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

Best regards,

Nick

How should I contact the payment provider the pinup is refusing to provide me the details of the contact provider as I checked from my bank bank is clearly telling that the funds has been credited to the receiver account but till now I didn't get any update from pinup and everytime they are telling the same answer investigation going on and checking on priority update will be provided soon but that soon is never ending at all kindly request you to provide details on how to contact payment provider so that I can contact them and get my funds back.

@casinoguru please respond and help me to solve this asap I have asked them the reason for the delay what are the responses they got from payment provider till now but they are just telling they checking and ending the chat without providing any update

Hello @casinoguru pinup is claiming today that they have not received my funds after 7 days of there investigation and I have reached my bank and they are clearly telling that the funds has been successfully transferred to the beneficiary account the bank has provided me the receipt of the transaction proving that the funds has been transferred to the beneficiary and ask for the bank statement of the beneficiary to double check that payment is not received to him and pinup is refusing to provide me enough details to claim that they haven't received the funds it's clearly trying to cheat me or the beneficiary might be mis leading them I am attaching you all the confirmations from the app used for payment and the bank receipt please check and ask pinup y they are doing this and y are refusing my payment your fast response is appreciated

Dear Kuchurucharan,

Please reach out to your payment provider to obtain confirmation of the successful payment. Once you have this confirmation, forward it to the casino so they can assist in locating your missing funds.

As mentioned in my initial message, this process may take up to a month. Please keep us updated once you have sent all relevant documents to the casino, or if there are any further developments.

Best regards,

Nick

Dear Kuchurucharan,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.