Pin-Up Casino - Player’s deposits have never been credited to her casino account.

I deposited money on date 03/07/22 which was not credited into my pinup account after that I complaint for that and the support team generated a ticket TS-382804 for 18,000 and my second was of 10000 on 04/07/22 and 3rd was also of 10,000 on 05/07/22 whose ticket no. is TS- 392414 for total 20,000. All 3 deposits are stuck. They told me to wait for 14 days business day your money will be credited back to you account since that day, I text them everyday now they are asking me to contact to the bank and send us the chat what they(bank) are saying and in India banks do not chat. I also have a withdrawal issue from pin-up but I want this to be solved first its been more than a month and they are not returning my money.

Pin-up Аccount ID: 17192393

Dear areebahusain46,

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 deposits have 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.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if they were your first deposits in this casino? Have you contacted your payment provider already, please?

 

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

Best regards,

Petronela 

Hello there,

I have already contacted the technical support of pinup, they told me to wait for 14 days since they made the ticket, but now , it's been more than a month and nothing happened. Whenever I ask about my deposit, they tell me to give my bank statement and when i provide it, they tell me to talk to bank directly, how can I talk to bank? I don't understand how to talk to bank.

And it was not my first deposit, I've been playing on pinup like since a year, issues came , but not like these. They solved it in a week or 10 days ,but this time it's enough. Everything I ask for the update , they just tell me to wait for next 72 hrs and then say that sometimes the deadlines can be extended , and when 72 hrs are completed, they say to wait for some more time, and it just goes on. It going on like this since a month.

I have already contacted pinup support to clarify the reason , but i didn't got any positive response.

I have done the payment through paytm , which was successful .

That's it. And it's the main issue.

If the payment was in processing or it was cancelled, then why the money debited and didn't came back, neither to pinup nor to my bank account.

Please help me get my money back.coz they are not helping at all.

Thank you very much, areebahusain46, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, areebahusain46,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Pin-up Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Pin-up Casino,

Could you please look at the player's issue on your side and provide us with an explanation? Did the casino ask its payment provider to investigate it? If yes, what did the provider find out?

Thank you in advance for providing the information.

Hello!

We're sorry you're having this situation.

We have checked the information on your tickets.

On ticket TS-382804, a response was received from the payment system that the deposit was unsuccessful and the funds should have been returned to your balance within 14 days. Specify whether you contacted the technical support of the bank to clarify information on the return of funds after 14 days? What did they answer you?

Regarding the two deposits of 10,000 INR for ticket TS-392414, there were no attempts to deposit at the specified time and for the amount you specified. Perhaps you made a deposit on another account or made it on another resource?

Dear areebahusain46,

Could you please answer the questions given by the casino representative? Are you also able to provide us with an official statement from your bank regarding the mentioned payments that should have been deposited to the casino?

Ye I have given the bank statement at that time , but whenever I ask about update they only ask about the bank statement again and again

Both tickets were closed. The answer was written 5 days ago in this complaint.

Tickets were closed without solving? Is this my fault? Why you have closed ? Without solving my issue? I need to know this.

Greetings.

Regarding task TS-382804, as a result of a joint check with the payment system, it was determined that the deposit was not successful and the funds should be returned to your account within 14 days. If the funds are not returned, you should contact the bank.

As for task TS-392414, you have no deposit attempts on our resource at the specified time and amount. Perhaps you made a deposit to another resource, or the wrong time and amount of payment were indicated.

Dear areebahusain46,

The casino posted the results of its investigation for the second time. Now you should contact your bank/payment method provider directly, and ask its support to perform a check on their side.

When I was requesting an official statement from your bank regarding the mentioned payments from you, I did not mean a bank statement generated by the user. I meant communication with your bank's Customer Support showing the results of their investigation. If the casino has not received your first unsuccessful deposit and cannot see the other 2 deposits in its system at all, there is no other way how we could move somewhere forward.

Are you please able to ask your bank/payment method provider to look at all those 3 payments on their side and then provide us with the results?

Dear areebahusain46,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Pin-up Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru