Pin-Up Casino - プレイヤーの入金がありません。

Dear Casino.Guru Team.

On January 19 at 16:04 ,I made a 30 azn deposit using card-to-card method.After selecting this method,I was automatically redirected to a recipient card provided by the Pin-up Casino system. The transfer was completed successfully,as official ly confirmed by my bank.However, the funds were not credited to my casino balance.Pin-up Casino support claimed the payment failed and later stated that the funds were not received.I kindly ask Casino.Guru to review this case,allow full submission of all supporting documents, assist in ensuring the deposit is either credited to my account or refunded.Thanks

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Dear Elcin1964,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Dear Veronika.

Thank you for your message. I would like to clarify that I have already contacted my bank and sent you the official confirmation showing the transaction was completed successfully.Therefore, the bank investigation has already been done and confirms the issue is not on the bank’s side.Since the recipient card was provided by the casino system,I kindly ask that this case be further reviewed with the casino or its payment provider.King regards:Elchin Gahramanov

Title:Reluctantly opening this case regarding Pin-up Casino.

Dear Veronika.

I am reluctantly opening this case regarding Pin-up Casino,as it has always been one of my favourite casinos. have made hundreds of deposits and withdrawals there without any issues.However, the recent events have left me genuinely confused and disappointed.On the 21.01.2026 , requested a 60 Azn withdrawal.In the Pin-up system, transaction status was shown as completed, but the funds never reached my bank account.After I reported this,Pin-up repeatedly requested documents from me. I provided all requested materials, bank statements and a video recording from my bank account.Despite this,

Pin-up continues to repeat the same requests and now claims the withdrawal was completed,asking me to contact the bank again.These repetitive responses and delays clearly show a lack of intent to resolve the issue, and as a result,I have lost all confidence and hope that this matter will be settled directly with the casino.At the same time,Pin-up has not provided a clear and proper cha

or conditions for me to submit any additional documents,which further complicates the resolution process.Therefore,I am forced to escalate this matter here and respectfully ask Casino.Guru to review the case and assist in resolving it fairly.Thank you

Dear Veronika.

Following Pin-up Casino’s earlier statement that the 60 Azn withdrawal had been sent to my card on 21.01.2026 , would like to clarify that today the Casino returned the 60 Azn to my casino balance,after which I was able to withdraw it again successfully.The issue was resolved in this way.

This resolution occurred after my submission to Casino.Guru ,and I would like to sincerely thank you for your support and involvement.

However, I would like you note that the 30 Azn deposit issue remains unresolved, and I kindly ask for your continued assistance regarding this matter.Thank you

Thank you for your responses. I'm glad to hear that your issue with the withdrawal was resolved.

Regarding the missing deposit, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Veronika.

As requested ,I have sent all supporting documents to your email address.Thank you very much.

Dear Veronika.

In the deposit history I previously sent to you,the 30 Azn transaction related to Pin-up Casino is clearly shown as initiated and later marked as cancelled.This indicates that the transaction entered Pin-up Casino’s payment system and was registered there.

If the card details were not provided by Pin-up Casino, it is unclear how this transaction could appear in the deposit history at all.I kindly ask you to pay special attention to this point when reviewing the case.Thanks

Dear Elcin1964

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Elcin1964,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pin-Up Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s deposit was not credited?

Thank you in advance for providing the information.

Hello!

The deposit was declined based on information from the payment system. According to the response received, the funds have not been recorded on their side.

If the funds were deducted from the client’s account and there is confidence that the deposit should have been successful, the client may provide a statement for the purpose of submitting an appeal covering the period from the date of the deposit to the present.

Please send the document to the email address manager@pin-up.support from the email address specified in the account on the website.

Thank you for your cooperation.

Dear Pin-Up Casino Team,

Thank you for the clarificatioin!

Dear Elcin1964,

Will you be so kind to send it to me as well to martina.b@casino.guru? Thank you so much in advance

Dear Martina.

As requested, I have sent the bank statement to Martina’s email address.Thank you

Dear Elcin1964,

Thank you for your email! I have received your bank statement. I assume you have also sent it to the Pin-up manager. I wanted to kindly inform you that the bank statement is not up to today, as the casino requested. You may need to provide another updated statement as well. Thank you for your attention to this matter.

Dear Martina.

I have just sent the updated bank statement covering the period from 18.01.2026 to today,along with the receipt,to your email address.Thank you.

Hello!

We have not yet received anything from the client at the manager@pin-up.support email address. The request cannot be reviewed until the statement is sent to this email address.

Thank you for your cooperation.

Dear Elcin1964,

thank you very much! The most important is to send the statement to the casino. Let me know once you send it to them, thank you

Hello!

Martina, there is not enough data, as the client did not send anything to our email address.

Dear Martina.

Please note that the initial explanations and documents were previously provided to Veronika.To avoid any confusion, am now forwarding parts of of the email correspondence and chat history directly to Martina’s email address as well.Thank you

Dear Elcin1964,

I truly appreciate you sending me documents as well, however casino is the one who needs them on the first place. So I want to kindly ask you to send all the required documents to the casino to manager@pin-up.support .

Thank you so much in advance

Dear Martina.

The documents that were sent to manager@pin-up.support on 22 January were resent today together with additional attachments.Kindly proceed with the case.Thank you

Dear Elcin1964, thank you very much, I truly appreciate it!

Dear Pin-Up Casino Casino,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Elcin1964´s verification process.

Please let us know at your earliest convenience.

Hello!

Your request is currently under review. We will inform you of the results separately in this discussion. Please wait.

Thank you for your cooperation and patience.

Dear Pin-Up Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Hello!

The deposit was successfully credited to the player's balance on 16.02.2026 at 13:24:20 GMT +3.

Thank you for your cooperation.

Dear Pin-Up Casino, thank you very much for the good news! I appreciate it!

Dear Elcin1964, can you please confirm, that the money have been credited to your account? Thank you very much in advance

Dear Martina.

You are amazing.The 30 Azn deposit has been credited back to my account.Thank you for your assistance and support throughout the process.🙏

Dear Elcin1964,

That´s wonderful! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.