PinoCasino - 多額の勝利の後、プレイヤーのアカウントは閉鎖されました。

ACCOUNT GOT BLOCKED AFTER I WON 15.000EUR !!!

I came across PinoCasino on various websites which shown good reviews and a interesting welcome bonus package.

I made a total of 3 deposits: 150 - 200 - 200 EUR all came with a nice bonus amount.

On my third deposit I got lucky and won around 15.000 EUR.

When I went on to do the verification of my players account I got logged out of the casino website and when trying to log back in I got a red message pop up stating my account got disabled.

I freaked out and went on to contact their support team by email.

After two days I got an email asking to verify my account by uploading the docs on their website.

I replied back mentioning this isn't possible as they blocked me from accessing their casino website and therefore I included all requested docs in my reply email.

I kept following up for an update by email but it took them one week to simply reply back that they passed on all relevant information to their team and need to wait for an update.

Again I kept following up and now after two weeks I get an similar reply stating they wait for an answer.

I don't know why in the first place they blocked my account as I played according their rules and terms.

In have no trust or faith in where this is going as this is going on for two weeks now.

They have all needed information to verify my account so why does it take them now up to two weeks to get my account verified and pay me my money.

Winning an amount of 15.000 EUR was a very joyfull experience which started to became a nightmare after I saw my account got suddenly disabled.

Luckily I made a screenshot (see attachment) of my account showing the withdrawable balance as I was super exited to have won this amount, maybe this also counts like some kind of proof that this balance was really won and not locked with any further bonus wagering.

Casinoguru please help me resolve this stressful situation.

Dear WinBobbyWin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your winnings from PinoCasino. In order to better understand your situation, could you please provide us with more information by answering the following questions:

• What specific documents did you upload for verification?
• Have you received any additional communication from PinoCasino after your last follow-up?
• What method of deposit did you use to fund your account?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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

Thank you for your message Veronika.

As I couldn't upload any docs due to account being disabled I emailed them the following documents on the 21st of March:

-selfie pic holding my passport

-photo of my passport front/back

-bank statement as proof of address

-screenshot with all details of my virtual debit card

-standing letter of my debit card bank

2days ago was their last message which was similar like all others from the past weeks...still waiting for the relevant department to reply.

I used my virtual debit card to fund my players account at Pino casino.

I'm the only person in my household using internet for online gambling.

Please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.