PinoCasino - 플레이어의 출금이 지연되고 계정 문제가 지속됩니다.

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