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

Dear kvehale123,

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

My ticket number is TS-459018...Please resolve it as soon as possible

Hello kvehale123,

I hope you understand that we are not the casino and we do not know anything about your ticket with them. Can you please advise if you have forwarded all the relevant proof regarding your deposit to the casino? Did they respond to it and if yes, what exactly?

They have responded and said to wait for 72hrs but it already has been 90hrs

Hey what's the status of my issue?? It has been 6days...could you please contact the pinup guys

Hello kvehale123,

I can assure you that such issues may take up to a month to be resolved as it is might take longer to pair the deposit with the player. When exactly did you forward them a proof of payment?

I forwarded the proof of payment...my casino Id....they have created a ticket

..but it has been a week now.....could you guys please connect with the casino ..

Hello kvehale123,

As long as you forwarded the proof to the casino, there is nothing more that can be done, it all depends on the payment provider now. Such issues may take up to a month to be resolved and as you have the issue ongoing for a week, I would definitely recommend to wait at least a week or two more.

Today this issue completes 2weeks ...just do something man... connect with someone at higher position of this casino

Hello kvehale123,

I will now forward your complaint to my colleague Tomas (tomas@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kvehale123,

I will assist you with the complaint from now on. First, I'll contact the casino representative and ask for their help with your issue.

Pin-up Casino,

Could you assist with the issue of the deposit not being credited to kvehale123's casino account?

Hello kvehale123,

We see that your task is really still consideration, as our specialists are waiting for a response from the payment provider. We have asked the provider to expedite this process and expect a response soon. We apologize for any inconvenience caused. As soon as the answer is received, we will duplicate it to your email, which is listed in the profile

Thanks for the update to the Pin-up Casino team

kvehale123,

Let us know when you receive the result of the casino's investigation of the situation or in case you need any further assistance. Much appreciated!

I received my deposit

Dear kvehale123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.