The player from Baden-Württemberg has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
PinoCasino - Player’s winnings haven’t been received yet.
Amount: €1,000
PinoCasino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have on 26.08. requested a payout of €1000. Shortly thereafter, I had more payouts.
all after and before the €1000 payout were processed very quickly and paid out directly.
in the chat and by mail I am only put off. They promise 5 days from applying it may take. It is now day 5 and the payout is still pending.
According to customer service, the payout has already been approved for payment by the casino. I also no longer have the option of canceling this payment in order to request it again.
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2 years ago
Dear verena87,
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
Translation
I have now sent my bank statements and the payout has been declined
now i will try again
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2 years ago
Translation
Hello Kristina,
yes i received them.
it must have really been forgotten. Although I asked several times, I had to send my bank statements.
Automatic translation:
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2 years ago
Awesome news, verena87. 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.
