PinoCasino - Player's withdrawals are delayed and account issues persist.

Hello

I deposited €2000 at Pino Casino casino and received a €1000 bonus. I had to wager €40,000 in order to withdraw any winnings, and I ended up with a total of €7882.59.

Firstly when I went to withdraw, I was sent the absurd message 'you need to wager your deposit 3x, so you need to spent another €6000'. This was crazy because I had obviously just wagered through €40,000 over several days.

I had to argue with them constantly but didn't get anywhere, they kept insisting on this insane extra wager. In the end I played it because it was easier than fighting back, which was clearly their intention. Nonethleess, I broke exactly even so I didn't lose anything, though I lost a lot of time.

I then went to withdraw €4000 and it was rejected. I withdrew €2500 instead and this was also rejected. Now I can't withdraw anything, as every time I try and place a request it says 'please check the data', as though this is a useful piece of information for anyone trying to withdraw?

Anyway, I have been a depositing and withdrawing and active player since December of last year, so I really don't see what hte problem is, but clearly this casino have gone downhill. Attempts to reach someone who can actually explain any of the site problems are futile as live chat are useless, and then email support are non-existent and have several times claimed everything is fine with my account.

I will now copy and paste several emails they've sent me recently

20 days ago

Dear Peter,

We have analyzed your gaming activity and found it a little bit concerning.

Thus, we would like to ask you to pass a self-assignment test and provide us with a screenshot of the result. Please note that you have only 7 days to provide your answers to us.

You can find a test following this link - https://gamcare.gamtest.se

(I did this even though it was ridiculous).

6 Days ago

Dear Peter,

'Your account is active.

Regarding the cancellation of the previous withdrawal, the reasons for the cancellation are failure to complete the required wagering of the deposit. Wagering is now complete. You can safely continue to use your account.

Thank you for your understanding and patience!

Best Regards,

PinoCasino Risk and Payments Team'

(I have emailed back 3 times and had no response after this)

1 day ago

Dear Peter,

In the coming days, your account will be suspended until we can verify your account. We would like to request providing us with the verification documents.

You can upload these documents using the verification page in your profile.

In case you require assistance or have any questions, you can contact our Customer Support team at contact@pinocasino.com or via Live Chat

(Super helpful email, referring to 'the verification documents' without actually telling me what they are, and implying that my account is currently useable when it's blatantly not).

Honestly I've lost faith that this casino is either able or willing to pay my winnings so I've come here as a hail mary to see if I can get some help reaching an honest to god human being who can actually help.

As far as I'm concerned my account is fully verified, and they have zero justification for what they're doing. Even if they do wish for further documents, they have no right to wait until after I've deposited to ask me for them. It's been three weeks of this and I've had it!

Any help you can offer would be appreciated.

Kind regards

Peter

Dear mypeter078,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Have you received any further instructions on which documents you should provide? If you have, could you please advise if you've already provided them?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hi Kristina

Yes I have made several successful withdrawals with no problems over the months using Pino Casino up until I got the request to do self assignment test which I completed and sent to them. They emailed me on the 14th November stating that my account was active and the withdrawal error was fixed but after attempting to make a withdrawal I was still having no luck.

I have since emailed them twice just for them to have replied on the 19th November saying my account will be suspended if I account doesn't get verified, so they are contradicting themselves saying my account is active and then still to be verified the next.

Peter

Hi CasinoGuru

In the interim I've received the following emails from them

So the first email says I'm verified but I still can't withdraw having tried. The second email repeats this ridiculous claim about having to wager the 'active deposited amount 3x'. For the avoidance of doubt, I wagered €40,000 to clear my bonus, this was made up of €2000 of my own money and €1000 of bonus money so at least 2/3 of that total wager was done with my cash.

To add insult to injury, I tried to withdraw, was told I'd need to wager €6k more and then I did this, even knowing that it was wrong. I've done this and they are still trying to claim that I've not wagered enough, it's absolutely insane.

I still can't withdraw.

Thank you very much, mypeter078, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi mypeter078,

I have reviewed your case, and I'm sorry to hear about the difficulties you are experiencing with your withdrawal. I will reach out to the casino to see what can be done as soon as they respond.

Dear PinoCasino,

I would like to invite you to join this discussion and help resolve the player's complaint. Could you please provide more information regarding this case? Specifically, can you confirm if the player's account was previously verified, and what type of verification is currently being requested? Has the player been asked to submit any specific documents?

Additionally, please clarify the requirement to wager the deposit three times. The player indicates that they deposited €2,000 and subsequently wagered €40,000 using both the bonus money and the real balance. Furthermore, the player wagered an additional €6,000 at your request, yet they are still being asked to fulfill the 3x deposit wagering requirement.

If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

I look forward to your response.

Kind regards, 

Natalia

Hello again

After the comment I posted here yesterday, I received an email telling me to try again on the site to withdraw, and they have processed €2500 of my winnings so far. I have requested another €2500 now.

I'm highly concerned about needing to raise this point in public - the hard reality is I was forced to do an extra €6000 of wagering while this dispute was still private and I'm not happy with that. I would appreciate keeping the dispute open until I've received all of my winnings and an answer from Pino Casino about why I was treated that way.

Dear all,

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

After reviewing your account, it seems there was a misunderstanding regarding the wagering requirements. To clarify, the €40,000 wagering requirement pertains to the deposit bonus, while the 3x wagering requirement applies to the active deposits made separately. As these are separate wagering requirements, this resulted in the canceled withdrawals.

We would also like to highlight that one of your requested withdrawals has already been processed and paid from our side. However, due to the daily withdrawal limit, you will need to submit a new withdrawal request tomorrow to continue withdrawing your funds.

We hope this explanation clears up the confusion, and please don't hesitate to reach out if you have any additional questions or concerns

Best Regards,

PinoCasino