PingWin Casino - Player's withdrawal is delayed.

Good day, since 16.05 I have already put money on withdrawal twice, it has been canceled for 7 days, they explain it as a problem with the payment system... I started looking for reviews and they have had this problem since February!!! But I accidentally corresponded with one of the clients (ZSUShnyk), he won 3,000, they didn't want to pay him either, so he specifically put pressure on them, then they made a card transfer in the amount of 3,000, there are screenshots of his withdrawal, the full name from whose card the withdrawal was made.

Well, I also have screenshots of correspondence with operators, also from the personal account

Dear alexkriva,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good afternoon, unfortunately, I did not make any payments from this casino! There were free spins for a deposit without a wager, there I won the grand jackpot in Sun Egypt 3.

Account verification has been completed, the operator has confirmed that the provided documents are sufficient!

I will attach screenshots with correspondence and confirmation that a payment was made to another client on June 3, 2023...

I'm adding a message..

Here is a screenshot from the personal account of the player who was paid...

Thank you very much, alexkriva, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi alexkriva!

I've just reviewed your complaint and fully understand your concerns. I'll try my best to help you by contacting the casino and we'll see what can be done in your case if they will reply.

Dear PingWin  Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the player's request? Can you please check why the withdrawal hasn't been processed yet?

Looking forward to hearing from you!

Regards,

Natalia

Good afternoon Natalia, what are my next steps? Wait for a response from the casino

Attached is the response to my last withdrawal request

Dear alexkriva, thank you for the updates. I hope that the casino will be working on fixing the problem with its payment system. I'd recommend you to stay in touch with the support, it may happen that they will fix the technical issues soon and you'll be finally able to withdraw. Anyway, we are still awaiting the reply from the casino to hear more information.

Regards,

Natalia

Then I wonder how they made a payment to another client during the period when my withdrawal request was created, if they have problems with the payment system

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear alexkriva, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia