The player from Berlin has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
PinoCasino - Player claims that payment has been delayed.
Amount: €695
PinoCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Despite multiple submissions of the required documents (paysafecard deposit confirmation, etc.), the payout is always rejected. The further verification (bank proof, address, personal) was accepted.
Support not responding, only bot response
Automatic translation:
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2 years ago
Dear michaelderschmidt88,
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
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
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2 years ago
Dear michaelderschmidt88,
Have you received your withdrawal from the casino yet?
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2 years ago
Translation
Hi. The payout was declined. Although I have uploaded the required documents (paysafe deposit) several times. My identity has already been verified.
Automatic translation:
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2 years ago
Thank you for your reply, michaelderschmidt88. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus? How many withdrawals have been canceled so far?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Thank you in advance.
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2 years ago
Dear michaelderschmidt88,
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.
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2 years ago
Awesome news, michaelderschmidt88. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
