Good day,

I've been playing at Pino for a long time and have had a few deposits and withdrawals.

Now it is the case that on 3/4/23 I applied for a payout of €500, which was then also approved.

No money arrived in my account, statement from Pino "we have to wait for confirmation from the payment provider" my bank informs me that they do not see a request of 500€.

I'm sitting between the chairs and now I don't know which side to believe. Since it has already been paid out several times, I don't want to think of fraud, but 10 days is not normal either...

Guten Tag,

Ich spiele bei Pino schon l?ngere Zeit und hatte auch schon einige Einzahlung als auch Auszahlung.

Nun ist es so, dass ich am 04.03.23 eine Auszahlung in H?he von 500€ beantragt habe, die dann auch genehmigt wurde.

Geld auf meinem Konto kam keines an, Aussage von Pino "wir müssen auf dir Best?tigung des Zahnlungsanbieters warten" meine Bank informiert mich indessen dass sie keine Anfrage von 500€ sehen.

Ich sitze zwischen den Stühlen und wei? nun nicht welcher Seite ich glauben kann. Da schon mehrmals ausgezahlt wurde m?chte ich an einen Betrug nicht denken, jedoch sind 10 Tage auch nicht normal...

Dear Bendaile, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards, 

Kristina

Good day,

Now 14 days have passed and the process is still with the casino. The money has not yet arrived in my account!

For a casino that expects players to verify themselves and upload endless documents, this is simply a bad reputation and unacceptable.

It is also shameful that irrelevant compensation in the form of free spins etc. is provided during the waiting period.

Guten Tag,

Nun sind 14 Tage vergangen und der Vorgang liegt immer noch beim Casino. Das Geld is bisher noch nicht auf meinem Konto eingegangen!

Für ein Casino, das erwartet dass sich der Spieler verifiziert und endlose Dokumente hochl?dt ist das einfach eine schlechte Reputation und nicht hinnehmbar.

Auch dass nicht relevante Entsch?digungen im Sinne von Freispielen etc erbracht werden w?hrend der Wartezeit ist besch?mend.

Thank you for your reply, Bendaile. Could you please advise when exactly you made your last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Money has been transferred.

Geld wurde überwiesen.

Dear Bendaile,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com