PinoCasino - Player's account is inaccessible and winnings are delayed.

I had successfully used the initial deposit bonus and managed to win $680. I was about to withdraw these winnings when suddenly, my account became inaccessible. Even when I inquired, I was told that they couldn't reveal the reason. I requested a refund but was told that they needed more time to provide an answer, and they didn't even give me an estimate of when that might be. It's been about two weeks since I made the inquiry and I'm starting to believe that they have no intention of addressing this issue, which is why I decided to post this complaint.

Dear belbel,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with PinoCasino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Could you please confirm if you passed the full KYC verification?

What types of games did you play with your bonus?

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

Best regards

Veronika

I have not made any withdrawals yet.

KYC was passed and I was able to withdraw money.

I was playing slots within the bonus terms.

Have you received any emails from the casino after your account was blocked? If you have, please forward it to me along with any other relevant communication. My email address is veronika.l@casino.guru. Thank you.

I sent 2 emails. Please confirm.

Thank you for your emails. During the live chat session, the support agent informed you that the relevant department will contact you regarding the explanation for the closure of your account. Have you received any other emails from PinoCasino besides the one you sent me?

I haven't received any email. We chatted about it, but he said he didn't know if he would respond in a week, a month, or even a year.

Thank you very much, belbel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you belbel for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PinoCasino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Hi dear belbel,

we have contacted you via email asking to send a document to complete the account verification. Please provide a required document in order to proceed with your request.

Best regards,

PinoCasino `Team.

I have sent you a screenshot of your payment history. thank you.

Hi, dear belbel.

We have requested more details via email, could you check it please and provide us with requested information? Thank you in advance.

Best regards,

PinoCasino Team.

I replied. Please confirm.

Dear belbel,

we received your e-mail, thank you for providing us with the documents! We have already contacted the responsible team to check the matter.

We will give you an answer as soon as there is any update.

Best regards,

PinoCasino Team.

Hello

We kindly ask you for extension of timer

Best regards,

PinoCasino Team.

Hi, dear belbel,

Please provide the following credentials via email support@pinocasino.com so that we can process the refund of the requested amount:

Bank name -

Bank address -

IBAN -

SWIFT (or BIC) -

Your full name -

Your full country -

Your full address -

Best regards,

PinoCasino Team.

I sent you an email. Please confirm.

Hi, dear belbel.

Thank you for waiting for an answer so patiently!

We would like to inform you, that your refund was already processed. You should have already received the money. Could you please confirm the credit?

Thank you.

Best regards,

PinoCasino Team.

confirmed. thank you very much.

Dear belbel,

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.

Best regards,

Peter