Pino Casino - failed video verification
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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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.
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