PinoCasino - El jugador aún no ha recibido las ganancias.

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.

Ich habe am 26.08. eine Auszahlung über 1000€ beantragt. Kurz danach hatte ich weitere Auszahlungen.

alle nach und vor der 1000€ Auszahlung wurden sehr schnell bearbeitet und auch direkt ausbezahlt.

im Chat und per Mail werde ich nur vertröstet. Sie versprechen 5 Tage von der Beantragung kann es dauern. Inzwischen ist der 5. Tag und die Auszahlung steht immer noch auf ausstehend.

laut Kundenservice wurde die Auszahlung bereits vom Casino zur Zahlung freigegeben. Ich habe auch keine Möglichkeit mehr diese Auszahlung zu stornieren um sie erneut zu beantragen.

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

I have now sent my bank statements and the payout has been declined

now i will try again

Ich habe nun meine Kontoauszüge geschickt und die Auszahlung wurde abgelehnt

nun werde ich es erneut probieren

Dear verena87,

Have you received your withdrawal from the casino yet?

Hello Kristina,

yes i received them.

it must have really been forgotten. Although I asked several times, I had to send my bank statements.

Hallo Kristina,

ja ich habe sie erhalten.

die muss wohl wirklich vergessen worden sein. Obwohl ich mehrfach nachfragte musste ich meine Kontoauszüge schicken.

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.