The player from Germany 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 the complaint as resolved.
PinoCasino - Player’s withdrawal has been delayed.
Amount: €500
PinoCasino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good day,
I've been playing at Pino for a long time and have had a few deposits and withdrawals.
Now it is the case that on 3/4/23 I applied for a payout of €500, which was then also approved.
No money arrived in my account, statement from Pino "we have to wait for confirmation from the payment provider" my bank informs me that they do not see a request of 500€.
I'm sitting between the chairs and now I don't know which side to believe. Since it has already been paid out several times, I don't want to think of fraud, but 10 days is not normal either...
Automatic translation:
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1 year ago
Dear Bendaile,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
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1 year ago
Translation
Good day,
Now 14 days have passed and the process is still with the casino. The money has not yet arrived in my account!
For a casino that expects players to verify themselves and upload endless documents, this is simply a bad reputation and unacceptable.
It is also shameful that irrelevant compensation in the form of free spins etc. is provided during the waiting period.
Automatic translation:
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1 year ago
Thank you for your reply, Bendaile. Could you please advise when exactly you made your last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Dear Bendaile,
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,
Kristina
Casino.Guru
