I'm a player of Pinasbet Online Gaming site, I started playing from July 2022 up to the present. Until one time, on March 19,2023, I win in the Crazy Time Wheel for almost 350k. I withdraw first the 30 thousand and next 20 thousand. I was happy that they gave me that money but after I withdraw again since my wallet money is 350k, all my withrawals were rejected and tried to contact the customer service. Unfortunately, they only responded me that the system is not available for withrawal. I don't know if that's the real reason. But I think, they didn't let me withdraw the wallet Money because my winning is higher compared to my deposited one. But I already lost, hundreds thousands form their site starting on the day I started playing their site.

Lately, after I insisted to withraw the money from time to time though they were always rejected my withrawals, It happened that they LOOKED my account. I was so depressed and hopeless since I cannot open my account anymore. The total amount that I need to withdraw is PHP.330,000. Hopefully, I can get my wallet money ??

Dear russelcompletano99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify when did you receive the last successful withdrawal? Have you accumulated your winnings with or without an active bonus? Did you pass the KYC verification before the casino blocked you?

Which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Miss Kristina, I received the last withrawal last March 19, 2023 and yes I accumulated my winnings without their bonuses. There is no KYC happened to me before they locked my account.

I was playing Crazy time wheel. Hopefully you can help me ma'am. Thank you for responding.

Thank you very much for your reply, russelcompletano99. Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello Ms. Krista. I did not received any explanation from the casino site. They always ignoring and closed my chats.

I already sent you the conversation Ms. Kristina. Thank you so muc

Dear russelcompletano99,

I have tried multiple times to find a way to contact the casino, but it appears that the only method of communicating with them is via live chat, and I am unable to obtain any information regarding your complaint.

We are left with no option but to close this complaint as 'unresolved', as there is nothing we can achieve without cooperation from the casino.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kristina