Pin-Up Casino - Player's deposit seems lost.

Hello! I made a deposit on February 22, 2023. Funds have been debited from my card. As of today, March 15, 2023, my deposit has not been credited to the casino account. I provided them with a certificate of operation (check) and an extract for a certain period that they asked for. There is no action on their part. I would also like to add that they misled me, and 2 times. It is very unpleasant for me. He also provided them with correspondence with the bank, where the transaction from the bank was successful.

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Dear syyplay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you clarify if you have tried contacting your payment processor regarding this issue? Was it your first deposit in this casino? Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

I made a deposit earlier. I would like to contact the payment provider, only they do not want to call me. The bank tells me to contact the payment provider through which the transaction was made. The casino doesn't want to name him. It feels like they are hiding something from me. Asked to provide their correspondence with the payment provider. They tell me that this is confidential information.

The documents have been mailed to you. I also ask you to focus on the fact that they misled me. 2 times per day. At first they told me that the deposit would arrive before 13:59, then until 23:59. This was written on February 23rd. The deposit was not credited that day.

Thank you very much, syyplay, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear syyplay,

I am so sorry to hear your deposit got lost. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Pin-up Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Pin-up Casino,

Could you please state why the player's deposit has not yet been credited and when he can expect it to be?

Thank you in advance for providing the information.

Kind regards,

Stefan

The deposit has not been credited yet. The terms of crediting are unknown, as well as the name of the payment system through which the payment was made

Hello!

Regarding contacting the aggregator directly on your behalf - this is impossible, since payments are made taking into account internal information and are credited to the company's balance, and then our company assigns them to a specific account

To the disinformation account in our support chat - the initial period was reported based on the regulated periods during which funds are usually credited to balances. Later, adjustments were made based on the existing specific situation. The specialists in the chat just informed about the changes. Further failure to receive a deposit is a technical malfunction, if such a deposit was actually made on our website and our financial department specialists are working on this malfunction

As for the deposit, the aggregator asks you to provide the RRN or ARN of the payment to search for your money transfer. They claim that all their operations are carried out with RRN and the operator in the bank's technical support chat was mistaken. They offer to contact the bank directly through the branch to request such information. Please tell me if you can contact the bank again to request an RRN payment, preferably through a bank branch?

The operator made no mistake. He said that there is no ARN/RRN code for this operation. I can't do anything about these. I have given you all the evidence on this matter. Maybe your aggregator is wrong. It was indicated there for what reason the ARN or RRN code does not exist for this operation, since the transaction has the status of a purchase, not a transfer.

The fact is that the RRN code is created and assigned to the transaction by the acquiring bank, and not by the issuing bank. Therefore, the statement of the issuing bank that this transaction does not have RRN, since this is a purchase, can be correct only if the issuing bank also acted as the acquiring bank in this purchase. But in this situation, acquiring was carried out on the side of the bank, which uses the payment aggregator and RRN is assigned to all their operations. Therefore, please, we ask you to either contact support again and obtain an RRN, explaining the above nuances to them, or contact the bank branch directly

If the bank continues to claim that obtain an RRN is not possible, despite everything we have described above, please send us their official response. We, in turn, will try to once again clarify the information with our aggregator without RRN

Thank you in advance for your reply and we look forward to your understanding 🙏

Dear syyplay,

Could you please try to do these actions as the casino representative has recommended to you?

Please let me know once you get the response from the bank.

I am looking forward to your response.

Kind regards,

Stefan

I have already answered them about this. There will be no other answer.

Okay, in this case, we suggest waiting for a response from our payment system. We submitted a next request to search for a transaction on 21.03.2023. As soon as there are any updates - we will inform in this discussion

Dear Pin-up Casino,

Thank you very much for your cooperation.

Please, keep us updated.

Kind regards,

Stefan

Hello Ilya, hello Stefan!

We received a new response from our payment system and according to the information available at the moment - the operation was unsuccessful on our side. For a more accurate search of the payment - the RRN of the transaction is required. It is assigned automatically by the acquiring bank, that is, the bank of our payment system, and all of our transactions have it. Therefore, please contact the physical branch of the bank directly and ask them for an official answer whether the current transaction has the RRN and if so, which one. You previously contacted the bank's technical support chat and provided a screenshot of the correspondence, but support staff simply may not have access to such information, and that is why we ask you to contact the bank branch. This will help further resolve the issue

I have repeatedly told them that there is no rrn code, but they keep asking me for it. For what ? They don't understand themselves. Do something that even the bank itself cannot. I think it is clear why this is all done and we can conclude what kind of casino it is.

Ilya, if the bank cannot provide it, then it can give an official answer on this matter. We only ask you to contact the bank branch directly, not through the support chat, and get such an answer if the words of the bank's technical support operator are really confirmed

According to the information we have - the RRN of the transaction when paying on our website is assigned in any case. At the moment, we have already sent many requests to the provider and so far we have not been able to identify the payment, on the basis of which the provider claims that the payment was unsuccessful. That is why we ask you to contact the bank directly and ask them for an official response on RRN matter 

As soon as there is an official response from the bank that it is impossible to get RRN from them or, on the contrary, the bank will provide it to you - it will be clear how to move forward in resolving this issue. You will receive your money in any case if you deposited it on our website

Please tell me, can you contact the bank branch directly and get an official response from them?

Dear syyplay,

Could you please follow the casino's advice and let me know once you do that?

Thank you very much in advance.

Kind regards,

Stefan

I have already written to them more than once. The answer was given to me by technical support and it is correct, but they do not want to consider it "official" and constantly come up with something. They don't want to treat the official answer as an answer.) That's the whole reason

All the same, I managed to get RRN transactions by visiting the bank office. This information was provided in the casino support chat

Dear syyplay,

Thank you for the provided information.

Dear Pin-up Casino,

Could you please state if you have received the RRN and were able to match it with the player's deposit?

I am looking forward to your response.

Kind regards,

Stefan

I don't know how else to solve the problem with them. I told them that the bank would not be able to return the money, because they themselves do not know where they came from. They do not want to name the payment aggregator. And at first they say that this is confidential information, and then they tell me I don’t know the name of the payment aggregator. But earlier they told me that they contacted the payment aggregator and did not find my transaction. But how did they contact him if they don't know him? They themselves confirm that my money did not reach them. The payment was successful on my end. Money stuck at the payment aggregator. They don't know him, so the money is stuck. Without the name of the payment aggregator, the money cannot be returned

They confirmed that no payment was received from their side. Well, it's logical. Everything went well on my end. The payment is stuck at the payment aggregator. Simply put, they don’t want to credit because of the payment aggregator where my deposit got stuck. What is my fault here? Please take action and influence the crediting of my deposit

Hello Ilya!

Thanks for the RRN. We see that after the code was provided, there was a response from the payment system that the deposit was unsuccessful. For our part, we continue to work and filed a next request to clarify the circumstances, everything is under control - as there will be updates on the task, we will write in this discussion

While our employees are solving the problem - tell me, please, did the bank tell you that you can return such money only if you say the name of the payment system?

Ilya, the name of the aggregators is actually confidential information and it is not known to the technical support chat staff precisely because of confidentiality. But this does not mean that our company and the relevant specialists do not know the services of which payment aggregator the company used when conducting a particular transaction. In the chat on the site, they could say about "the unknown" in a certain context and there is no difficulty in this. Regarding the fact that our specialists contacted the bank, this is not entirely correct information, the operator was mistaken. Therefore, in order to avoid such misunderstandings, I suggest you communication on this forum. In the chat, in any case, they will not be able to speed up the process of resolving the current issue or influence the answers of payment systems, but here this issue is controlled until it is completely resolved by us and the administration of the forum, which can also express its opinion on the controversial issue

Also, you do not need and do not have the opportunity to apply on your own to the payment system for the reasons described above in this discussion. Your bank can make a request to the beneficiary's bank and receive all the information necessary for the return, if such a return is possible. Your bank knows the RRN of the transaction and it is by it that it can be identified in the beneficiary's bank system. If about info that you need to know through which payment aggregator the payment was made in order to return funds, you were informed by the same technical support chat employee who said that the bank did not have information about RRN - you should request information directly from the bank. Namely - "if the deposit was unsuccessful on the recipient's side, then what are the conditions and terms for the return of funds?". Specialists of the bank branch or competent support staff will be able to give you a correct answer to such a question. For our part, we do not stop working on your situation, but only inform about the stages. Please wait for an answer on the task by email or in this discussion and now contact your bank again to clarify the possibility of a refund. If you have any questions about the current situation - write in this discussion please, we will answer everything as it is and at what stage we are currently

Refunds occur up to 30 days in case of an unsuccessful transaction. Bank information. You can personally write to the technical support of Sberbank. I think it’s clear that more than 30 days have passed from February 22 to April 11. Even if you take only working days. There is no refund

Well, if you have already clarified this information, then I suggest waiting for an answer - we control this process

Dear Pin-up Casino,

Thank you for your response and the information provided.

Please keep us updated.

Thank you very much in advance.

Kind regards,

Stefan

Good afternoon, Ilya!

Please send us an up-to-date statement of your card Visa **1374 from 21.02.2023 to the current moment by email manager@pin-up.support or via chat on the website

It is necessary for sending new correct request to payment provider and prove that money did not regain to your card

Has provided

Thank you, we have received it. We sent a request to the provider and are waiting for a response. When will the updates - we are writing here

Dear Pin-up Casino,

Thank you for your response and the information provided.

Please keep us updated.

Kind regards,

Stefan

Hello all!

We checked the information several more times and our payment provider gave its answer. Ilya, you had the only one attempt to make a deposit on 22.02.2023 and on this attempt there was no successful payment to our resource, respectively, and the money should not have been debited as for a deposit on our website. Therefore, if this transaction does not belong to a deposit on our site, then we are not able to evaluate the success of such a transaction. And if the specified transaction was transferred as a deposit on our website, then we recommend you contact Sberbank to clarify the conditions for the reholding/come back of funds, since this money has not credited to us

This transaction is for your casino. On February 22, a deposit was made and the money was debited from the card. I have already contacted Sberbank. I don’t see the point in further solving the problem, since for my part I provided everything I could. The deposit is lost and it is unlikely to be found. I do not want to further disturb the experts of this site. The only thing that is a pity is the lost time (I don't care about the money). Thanks to this site for trying to help me. It will be right if I ask you to close this complaint, since I see no point in further "butting" with this casino.

Dear syyplay,

Thank you for your response and the information provided.

Are you sure you want to close this complaint? We can still put some effort into the investigation. If you have the energy to investigate further, please send me the bank statement from the deposit to the casino till today. You can send it to my email address stefan.m@casino.guru.

Please let me know about your decision. I am looking forward to your response.

Kind regards,

Stefan

Thank you Stefan! Thank you for trying your best to help me. I sent a bank statement to the specified mail. But honestly, I don't think it will help. PinUp casino has made it clear that the deposit will not be credited and they strongly insist on this decision. I don't think you can help, but thanks

Dear Pin-up Casino,

I have contacted you on Skype and provided you with the players' bank statement. Can you have a look at it and give us the statement here?

I am looking forward to your response.

Kind regards,

Stefan

Stefan, I already provided them with an extract. It's useless

Hello Stefan and Ilya!

Dear Stefan, the fact is that Ilya provided us with the same bank statement earlier and the last time we checked the information on the deposit, taking into account this statement. Our experts recommend contacting the bank again and explaining the situation. As a result, our organization did not receive the money and the deposit can be returned by the issuing bank, for our part, we cannot influence its crediting at the moment

The deposit cannot be returned for so long. 63 days have passed since February 22. This doesn't happen

Dear Ilya,

I would like to kindly ask you to contact your bank directly and try to find out where are the missing funds.

Your willingness and patience is much appreciated.

I am looking forward to your response.

Kind regards,

Stefan

I do not know how many times I wrote this, but I am writing to you for the last time. I have contacted the bank several times. They answered that the transaction from the bank was successful. Please contact the recipient. Making a return on our part is an impossible action. If you have nothing to answer, except to recommend contacting the bank, then close the complaint. Because it doesn't make any sense. Money is lost and it is not clear how and where. The bank only asks to contact the recipient. Good luck!

Dear syyplay,

Based on the claims of the casino and the claims of your bank, we are not able to make a decision neither in favour of the player nor in favour of the casino. I will mark the complaint as "unresolved" in our system.

I understand this is not a satisfactory solution to your issue. However, there is one more chance to get your money back. I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Best regards,

Stefan, Casino.Guru