Pin-Up Casino - The player's deposit was not credited.

Dear naseeb,

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

I had contacted with my bank. And bank saying transaction was successful. Nick please see how upi work. Its not like vsa or mastercrd who takes many days to complete a transaction. I had posted screenshot of success transaction which means transaction was successful.

Bank confirm that money was sent to bank of baroda bank(merchant bank).

Thank you naseeb for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello naseeb,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can you please confirm if you have contacted Paytm and asked them to track the 12-digit transaction reference number?

We would like to invite Pin-up Casino to join the conversation and participate in the resolution of this complaint.

Dear Pin-up Casino,

According to the screenshot provided by the player, the deposit has been successfully made from their wallet. Are you able to advise on what might have happened to the payment?

Kind regards,

Adam

Good afternoon Naseeb and Adam!

The information on this issue was supplemented by the client and at the moment the specialists have re-sent the request to the payment system. While we need to wait for a response from them, we hope for a speedy resolution of the issue and we hope for your understanding.

Hello Pin-up Casino,

Thank you for the update, we will allow some more time for the payment system to provide you with a response and await further information from you.

Kind regards,

Adam

Yes adam i had contacted with the bank. Bank saying transaction was succesafull. Pinup is changing its statement frequently. They said some time ago that merchant not received money. But when contact with my bank they said that transaction was successfull.

Good afternoon!

Please send us your card statement from the moment you made the deposit to now. This is necessary for a detailed consideration of the issue.

Ok wait. I had requested new statement to my bank. It takes some hours.

Hello all,

Thank you for your responses.

Dear Pin-up Casino,

Could I ask you to please confirm that you have received the requested information and provide an update on the situation?

Kind regards,

Adam

Greetings!

Yes, we received the statement, thank you. We handed it over to our specialists of the financial department on the existing task, so that they re-examine this situation with the existing document. Please wait for a response on the task to the email you specified in your profile

not solved.

Hello

Financial department specialists are waiting for a response from the payment system. As soon as it is received, they will be able to complete the consideration of this task.

Thank you Pin-up Casino.

We will await further news from you, please continue to keep us updated.

Kind regards,

Adam

Dear Pin-up Casino.

Has there been any further response?

Kind regards,

Adam

Good afternoon!

The specialists of the financial department re-sent the request to the payment system. We need to wait for a response from them. As soon as it is received, our specialists will be able to complete the consideration of this difficulty.

Dear Pin-up Casino,

Has there been any development? I will extend the timer once more, please provide an update on the situation.

Kind regards,

Adam

Good afternoon!

Alas, it takes more time to resolve the issue. The specialists of the financial department re-sent the request to the payment system. Unfortunately, you need to wait for their answer and after that the issue will definitely be resolved. Hope for your understanding.

Dear Pin-up Casino,

It has now been 4 weeks since the original request has been sent to the payment system, please provide an update on the situation.

I will extend the timer once more.

We would like to ask Pin-up Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Hi,

Thanks for the extra time. A second request to the payment system was sent on August 15. We are still waiting for a response from them. We are trying to speed up this process so that the issue is finally resolved.

Dear Pin-up Casino,

The timer has expired once more, are you able to provide any further insight into the player's missing deposit?

Kind regards,

Adam

Alas, we have not yet received a response from the payment aggregator.

hey casino guru pinup stop replying my queries. please close this case and mark and unresolved.

Dear naseeb,

It is not unusual for the payment provider to take approximately one month to investigate cases such as this. While I appreciate your frustration, it may be that the casino can do nothing until a response has been received.

Dear Pin-up Casino,

 As it is understood that it can be a lengthy process of investigation for the payment provider, we will extend the timer one more time.

Please advise of any developments.

Kind regards,

Adam

Good afternoon!

Yes, of course, we will notify you as soon as we receive a response from the payment system. At the moment, experts have sent them a request again and are waiting for feedback. Hope for your understanding.

Dear Pin-up Casino,

Has there been a response?

Kind regards,

Adam

Hello there,

Our finance department filed a follow-up request yesterday. For our part, we clarify whether it is possible to influence the speed of resolving the issue.

Dear Pin-up Casino,

Please provide any update on the situation. Has there still been no response from the provider?

Kind regards,

Adam

Unfortunately, at the moment yes 🙁 Now we are developing options for solving this situation on an individual basis

Dear Naseeb, once again we apologize for the inconvenience

Hello there,

The deposit has been credited to your balance today. We apologize for the lengthy resolution of the issue.

Thank you very much for the update Pin-up Casino.

Dear naseeb,

Can you please confirm that the matter has now been resolved?

Kind regards,

Adam

Dear naseeb,

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.

Dear naseeb,

As we have heard nothing further from you to confirm the matter has been resolved, this complaint will now be rejected as mentioned previously.

Kind regards,

Adam

This complaint has been reopened at the player's request.

Dear Pin-up Casino,

The player stated that they have still not received the deposit amount that was credited. Are you able to provide any insight into this?

Kind regards,

Adam

Hello!

Yes, sure. The deposit was credited as early as 14.09.2022, as we wrote above in this discussion. We see that this money is still on the balance and there were no attempts to use it

Naseeb, please clarify, are you unable to login into your account or what is the difficulty?

Dear naseeb,

Please respond and clarify the situation further.

Kind regards,

Adam

Dear naseeb,

I will extend the timer once more. Please respond and address the questions in the casino's previous posts. If we do not hear from you within the specified timeframe the complaint will be rejected.

Kind regards,

Adam

Dear naseeb,

It seems that this matter has been resolved. However, as you have stopped responding to our questions the complaint will now be rejected as mentioned previously.

Kind regards,

Adam