The player from Germany, who had been banned via OASIS, had his account deactivated after attempting to request a refund from Pinocasino. Despite multiple contact attempts, the player's inquiries were dismissed, and he hoped to resolve the issue without legal involvement. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to requests for clarification. As a result, the complaint was rejected.
PinoCasino - Player requests a refund of his lost deposits.
Amount: €9,000
PinoCasino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello, I have been playing at Pinocasino for some time even though I am banned via OASIS. I wanted to reach out to support and request a refund since it is illegal for this casino not to have conducted checks. Subsequently, my account was completely deactivated, and every time I try to make contact, I am brushed off. I would prefer not to involve a lawyer or the gambling authority because I believe this can be resolved personally.
Automatic translation:
Public
Public
1 month ago
Dear nicofreitag38,
Thank you very much for submitting this complaint. I'm sorry to hear about the challenges you’ve been facing. Please note that PinoCasino holds a license issued by the Malta Gaming Authority (MGA), which means it does not have access to the OASIS self-exclusion register that applies to casinos licensed in Germany. Therefore, the casino's system could not automatically recognize you as self-excluded, and the casino only became aware of your gambling issue once you informed them directly.
To assist further, could you please clarify the following:
When did you first inform the casino about your gambling problem and request self-exclusion? If possible, please forward me the email with your account closure request at veronika.l@casino.guru.
How long did it take the casino to block your account after your request?
Were any deposits made between your self-exclusion request and the actual account closure?
Your responses will help us in evaluating your case thoroughly. Thank you for your cooperation.
Best regards,
Veronika
Casino Guru
