Pinasbet Casino - Withdrawal of player's winnings has been delayed.

They say they will check the bet review and now they block my account and I cannot enter any game

Dear jatski36,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They even put a notice that there is a maintenence going on. But when my friend check his account theres none going on. Only in my account

Hi casino guru.. I have some updates of the said complain. Now they change the story.. The said that I have done fraudulent action. Which is not true.. There's no evidence at all..

Dear jatski36,

Have you received your withdrawal from the casino yet?

I haven't yet.. They disregard my messages

jatski36, do I understand correctly that 9,000 ₱ is being held in your account? Have you accumulated your funds with or without an active bonus?

Do I understand correctly that you have not received any other explanation from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Yes.. They held it on my account. They blocked my account so I cannot finish my turnover. So I can't withdraw it

Thank you very much, jatski36, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, jatski36,

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 Pinasbet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Pinasbet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you so much casino guru for your concern and effort to help people (players) like me. More power and mabuhay!

Dear jatski36,

The only way how to contact the casino is through its live chat. Unfortunately, the casino failed to cooperate with us in this way. Basically, the casino failed to provide us with anything at all.

Since we have not received any relevant response from the casino regarding the issue, and the casino is not able to help us in resolving the complaints, we cannot continue resolving this complaint and therefore, we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

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

However, the casino can reopen this complaint anytime once it changes its approach.

Best regards,

Branislav, Casino.Guru