The player from Germany is experiencing difficulties cashing out from the casino. The casino responded and provided evidence that the withdrawal had since been made successfully. We asked the player to confirm that they had received the payment, but there was no further response from them, Consequently, the complaint was rejected.
PinoCasino - Player's struggling with his cashout from the casino.
Amount: €280
PinoCasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I've been waiting for my payout since March 31st.
I wrote this to support:
Dear Sir or Madam, It is with great annoyance that I have to tell you that I am very dissatisfied with your online casino. On 03/31/2023 I made a payout of €50 and on 04/01/2023 a payout of €250 to my bank account. Although the withdrawals were approved, the money never reached my account. Instead, due to technical difficulties, it was booked back into my online casino account. I reacted immediately and instructed the money to be withdrawn again. The payout was approved on 04/15/2023 but to date I still haven't received the money. I am extremely upset by this delay as I usually get my money in my account on the same day or next day at the latest. I therefore urge you to explain the reason for this delay and get my money into my bank account immediately transfer. If this does not happen within the next 48 hours, I will be forced to take legal action and publicly warn other users about your online casino. I expect a quick and satisfactory resolution to this matter . Kind regards,
Automatic translation:
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1 year ago
Dear audiokilla,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why your cashout failed and what did the casino recommend you do?
- Was it an internal casino system issue, or it’s related to your account only?
- Is the current cashout request pending in your account?
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
Translation
Can you please let us know if your account has been fully verified?
Yes, my account is fully verified. It's not the first payout either, I've already had several that were all on the account on the same or the next day.
Have you been told why your withdrawal failed and what the casino advised you to do?
The payout allegedly failed because there were technical problems with the payment provider. I've been told that this is rarely the case, however, the last payout plus the two before it failed in the sense of three payouts. So I see that this isn't uncommon. It's funny that I've never had a problem with withdrawals in the past.
Was it an internal casino system issue or is it just related to your account?
Allegedly, the error was due to technical difficulties with the payment provider.
Is the current withdrawal request pending in your account?
Don't know exactly what the question means. I can see in my transactions on my account that the payout has been approved.
Automatic translation:
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1 year ago
Thanks for the explanation.
That was indeed the information I was asking you about.
Did the casino recommend you try to wait for the transaction to be processed?
Did they offer alternative ways for you to pay out your winnings?
Did you achieve your winnings with a bonus or a casino promotion?
Before we contact the casino, please forward any communication with the casino about the issue to my email at tomas@casino.guru
I'll await your reply.
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1 year ago
Translation
Casino advised me to wait for the transaction because sometimes it can take 5 days. I was not offered an alternative option for my payment. I have not used a bonus or any promotion. The latest information is now after writing to the tag techTeam twice that my money has been returned to the casino account for the second time. Again I have requested a withdrawal which is still on the way. After this withdrawal I made a withdrawal of €80 which strangely is in the account even though it is the same withdrawal method.
Automatic translation:
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1 year ago
Thank you very much, audiokilla, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
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1 year ago
Hello audiokilla,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Pino Casino to join the conversation and participate in the resolution of this complaint.
Dear Pino Casino,
Can you please provide some insight into the reason for the withdrawal failures?
Kind regards,
Adam
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1 year ago
Hello everyone!
The clarification letter has been sent to the following email address - adam.m@casino.guru.
Kindly, please check it.
Best regards,
Pino Casino Team.
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1 year ago
Thank you for your response and for the email, PinoCasino.
Dear audiokilla,
The casino has provided evidence showing that the withdrawal has been processed successfully. Have you now received the amount in your bank account?
Kind regards,
Adam
