PinoCasino - プレイヤーのアカウントが閉鎖され、出金の問題が発生しています。

Dear Casino Guru,

I am writing to escalate an ongoing issue with PinoCasino, where my account was closed, and I have been unable to access it despite completing the verification process.

I verified my account as requested, and I’ve provided all the necessary documentation, including:

MiFinity account screenshots showing my wallet account number and full name (per MiFinity's instructions: "For confirmations needed from the casino, please provide them with a screenshot from your MiFinity account capturing your wallet account number and full name...").

Full transaction history from MiFinity (as MiFinity confirmed: "We also attached a full transactions report you can provide to the merchant with the highlighted transaction...").

My bank details, a selfie, and a standing letter.

However, PinoCasino keeps insisting on a PDF bank statement that

MiFinity does not provide. I have explained this multiple times, but they continue to delay processing my payment, requesting documents I cannot obtain.

This constant loop of requests is completely unacceptable, and I am being treated unfairly. If this matter is not resolved immediately, I will escalate it to regulatory bodies and pursue legal action.

I demand that my payment be processed without further delay.

Dear GamblingBeast,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with PinoCasino. Please allow me to ask you a few questions to clarify your situation.

Could you please clarify the reason for your account closure? Was it closed permanently, or is it a temporary measure pending successful completion of the KYC verification process?

Additionally, could you specify the format in which you submitted your Mifinity transaction history to the casino? If you haven’t already, I recommend reaching out to Mifinity customer support to request a PDF statement for better clarity.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you please clarify the reason for your account closure? Was it closed permanently, or is it a temporary measure pending successful completion of the KYC verification process?

PERMANENT!!!!!!!!!!! 🙁

Additionally, could you specify the format in which you submitted your Mifinity transaction history to the casino? If you haven’t already, I recommend reaching out to Mifinity customer support to request a PDF statement for better clarity.

I did they don't have pdf, They provide a pdf but there is no name or logo on it.

It could be anything.

Dear Connor,

We would like to inform you that the video verification failed.

According to the Terms and Conditions:

2.5 <...> As a Customer of Pledoo You are held responsible to provide correct personal details like but not limited to personal data (Passport, ID data), address, e-mail is completely true and up to date <...> If it should become clear to Pledoo that the information provided is not correct we retain the right to block the players account and confiscate all the funds on the account therein.

3.1 The Customer has to open an account for personal use at Pledoo to be able to participate in games and services offered by Pledoo.

3.2 Account must be registered in Customer own, correct, name and personal details and it shall only be issued once for Customer<...>

3.4 <...> If our security department can’t fully verify clients' account and/or have reasonable suspicions that fraudulent activity is at play, clients' winnings can be voided and account blocked.

Therefore your account has been permanently blocked, however a decision has been made to refund your last deposit of 190 EUR.

Your last deposit will be refunded to your payment method.

Respectfully,

Pledoo Casino Security Department

So unfair this. Let me go through all this an leave me with nothing.

Thank you for your replies. However, you pasted a transcript of an email you received from Pleedo Casino. This complaint is related to PinoCasino. Do you have any emails or other communication from this casino that you could provide me with? If so, kindly send it to me at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Yea sorry you can delete. It was a mistake.

Pino casino has paid me.

Dear GamblingBeast,

We're glad to hear that your issue has been resolved. We'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. 

Best regards, 

Veronika Fritz 

Casino.Guru