PinoCasino - Player’s deposit has never been credited to her casino account.

On the 20th of February I made a deposit of 100 euros, I'm tired of talking in the chat and they just tell me to wait because the money is under investigation. I send the proof of the deposit and they still don't solve it. Please help me

Dear Isabel-1973,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Have you contacted your bank already? Ideally, they should be part of the investigation.  

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

How is this possible? Even with proof of deposit. Do you have the courage to tell me that you got lost? 😂😂 is this a joke? Or did it end up in some casino pocket? Your answer is not logical, I've never seen a transfer get lost in the air 😂😂😂😂 I have the receipt that proves I deposited it.

And another thing, it's not the first time I've deposited . If the casino does this with several people, imagine how much they earn at the expense of the poor. I will warn everyone who plays at this casino. This is not normal.

I'm sure you understand, Isabel-1973, that your deposit is processed by a payment provider, and the casino is only a beneficiary in this transaction. I wrote the title of your complaint "seem to be lost" not as forever, but momentarily misplaced. Please understand that casinos have their hands tied in these situations. Could you please advise f you contacted your bank as I suggested in my previous reply? Ideally, the sender (your bank) should be able to track the transaction and help you to locate your funds.

Yes, I already contacted the bank, I was told that it was a successful transaction. The fact is that I have proof of deposit, where you have the account number, casino name or destination. How can they say it was lost?

I fully understand your frustration, Isabel-1973. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 20 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear Isabel-1973,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.