Pino Casino - failed video verification

Ruling

Resolved - Both the submitting complainant and Pino Casino have informed us that this issue has been resolved and the player has received their funds.

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Player's Complaint

I played Pinocasino 22.1.2022 with 200 eur deposit to 100% welcome bonus. I did succesfully completed the wager requirements and got 2553 eur balance. I send all documents to casino and requested withdrawal. Then they locked my account and started asking more documents on email like bank statement. I did sent all the documents requested. Then they told they need to make Skype video call verification. I was shocked. I was with Skype video call and answered all question what they asked and they told they get back to me when Withdrawal is processed. Then I havent heard from them over a week and I send these many email to ask whats the situation. Then they asked me bank details so they can pay the winnings. I sent these and after week nothing happened. I asked them again via email.

''The banking information you've provided has been transferred to our Financial Department. We'll notify you via email as soon as there's news.''

Then I didnt heard anything from them and I contacted these again and then they send me:

''Be kindly informed that after the video verification our Security Team has made the decision as follows. The winnings have been forfeited, the initial deposit sum (200 EUR) is to be refunded. Financial Department has already processed the 200 EUR refund, the money should reach your account within 5 banking days.''

I havent did anything wrong and sent all verication/documents they asked correctly and they dont pay my winnings and doesnt even say any reason.

Read the casino review

5 Responses

thepogg

March 29, 2022

Hi Uuris123 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

thepogg

April 12, 2022

Hi Uuris123,

Our understanding is that your payment has been processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

thepogg

April 23, 2022

Hi Uuris123,

Have you received your funds?

Thanks,

ThePOGG

Uuris123

April 25, 2022

Yes, thank you

thepogg

April 26, 2022

Hi Uuris123,

Thanks for letting us know - it is appreciated :)

ThePOGG