PinoCasino - La cuenta del jugador ha sido bloqueada.

Hello. My account with Pino Casino was closed on the same day as a couple of other casino accounts (who I now know are owned by the same group). I had a $900 deposit that I'd made, which had given me a $450 bonus. I had then left it on auto-play, which I'm pretty sure was complete, but it was late when I got in so I didn't really check. The balance could well have been thousands of dollars, but there's no way for me to know because they shut my account and denied me access.

Since then I've not been able to contact them, despite trying a few times. Could you help me retrieve my funds please?

Jon

Dear jondeaves871,

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.

• Do I understand correctly that you don't know if you have any remaining balance in your casino account?
• Could you please advise if you passed the verification before the casino blocked you?

Additionally, if there is any 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

I had made a $900 deposit for a $450 valued bonus. I waited until there was 1000 spins to go, and then I left it running on 1000 autospins.

There's no way for me to know if I finished with $35,000 in winnings or $0, because Pino Casino closed my account and denied me access to the balance and logs.

I was fully verified by this point. I did this months ago via Hooyu

Thank you very much, jondeaves871, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello jondeaves871,

It's Michal again. I have taken over this complaint as well. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite PinoCasino to join the conversation.

Dear PinoCasino,

Can you please provide information on why was the player's account closed?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Dear jondeaves871,

thank you for contacting us regarding your issue. Your account was closed for security reasons, as our company has a strict anti-fraud policy.

You have already requested a refund of the remaining amount on your gaming account, we are still working on this and as soon as we have any updates, we will inform you.

Best regards,

PinoCasino Team.

Hello

Just to confirm I have responded to your email with my bank details, and to Octo Casino too. Getslots Casino has not made contact.

I stringently reject any fraud allegation. I joined and verified myself, including via your liveness check/location-based KYC partner Hooyu.

Kind regards

Jon

Hello, dear jondeaves871.

Thank you for your patience and waiting!

We are writing to you to let you know that we have already proceeded with the refund, you will receive it as soon as possible.

Best regards,

PinoCasino Team.

Hello

Thank you for proceeding with the refund. Could you confirm the sum of the refund please?

Jon

Hello, dear jondeaves871,

our specialists have already contacted you via email regarding the crediting amount. We kindly ask you to check your e-mail.

Best regards,

PinoCasino Team.

Dear jondeaves871,

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.

Hello

I sent an email 13 days ago containing all my details for payment. I then sent a follow up message 10 days ago asking if my details had been received, but no answer.

In the interim - a team that I think are the same people at Getslots received and next-day paid out my withdrawal from the closed account, allowing us to resolve the dispute.

I am having this same problem with Octo too, so if you're related would you be able to pay both sums please?

Jon

Hello, dear jondeaves871.

We received your details for payment, thank you!

We processed your refund on March 13th to your payment method. If you experience any difficulties or have not received the funds, please contact us via email support@pinocasino.com with your bank statement in PDF format from March 13th.

Best regards,

PinoCasino Team.

Hi

I have just checked again, and found that the payment from yourselves and my other dispute were sent as one payment, whereas I was looking for two separate payments.

Thank you for processing the pay-out, and we can now close the dispute.

Jon

Dear jondeaves871,

I'm glad the situation has been clarified and you have received the agreed-upon funds.

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal

Casino Guru