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Good morning

I signed up to Pino Casino recently and played with the welcome bonus offer. I lost my first two deposits, and then on my third deposit I won a total of $11,322. I completed the know your customer procedure shortly after and withdrew some of my winnings.

I was then asked for proof of deposit 8 days ago, which I provided various screenshots and statements to verify.

7 days ago, this request was then changed to 'a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)'

I then provided my Mifinity statement showing my deposits to their casino. My bank card is linked to my Mifinity account, so I used it to pay for my deposits there.

This wasn't enough, so I then provided August, September, October and November statements from my bank account linked to my card.

They've then rejected these documents with the same copy and pasted response that I sent above. They've not made any attempt to explain what was wrong with my documents, given that they clearly fit the mold of what they were asking for. They've not responded to any attempt of mine to get in touch with them.

I have several objections to this process.

1. If these documents were really necessary, they should have been requested from the outset.
2. I have deposited a total of $825 to my Pino Casino account. This is nowhere near a large amount to trigger a request to verify the source of my funds. The request they're making is clearly related to the size of the win I've had, and nothing else.
3. Can a representative from Pino Casino confirm that any client depositing a total sum of $825 over a few days at their casino will be asked to provide this level of invasive documentation? Can they also confirm that if I had lost my third deposit I would still have had to provide these documents?
4. I have actually provided the requested docs. No attempt has been made to look through them, not a single question has been asked about anything on my statements, so what is the problem and why were they summarily rejected?

I'm angry and frustrated, they appear to be happy to take my money when I'm losing, but carry out more checks than my bank do for withdrawing.

If you can help me with this I'd really appreciate it

Dear tanyaptran,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with PinoCasino.

In order to assist you further and investigate this issue, I’d like to clarify a few points:

• Could you please confirm the exact dates when you submitted your initial documents for the Know Your Customer (KYC) procedure and when the request for additional documentation was made?
• You mentioned providing your Mifinity statement and bank account statements. Could you please forward these documents to me directly, as well as any correspondence from the casino that outlines why the documents were rejected? This will help us better understand their reasoning. You can email these to petronela.k@casino.guru.
• Did the casino specify exactly which documents were missing or inadequate? For example, did they provide clear instructions about what type of documents were needed to prove the origin of the funds?

Your cooperation in providing these details will help us investigate and work towards a resolution. We are committed to resolving this issue, but we need to gather all the necessary information to move forward effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello

I've forwarded the documents to you directly.

As mentioned in my initial query, they have not provided any reasoning, they've simply repeated the request again and I've quoted what they initially asked for.

''a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)''

There was no attempt to say what was wrong with my initial proof. Completely useless response from the casino which doesn't help either of us, and they don't respond to direct queries about this. Until I see otherwise from them, the intent is clear; to try and keep my winnings.

Kind regards

Tanya

Thank you very much, tanyaptran, for providing all the necessary information. I will now transfer your complaint to my colleague, Natalia (natalia.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hi tanyaptran,

I've just reviewed your case and I'm sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, can you please specify if you have any of the documents mentioned by the casino that can prove the source of funds?

Dear PinoCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case?

If you have any supporting evidence relevant to the case, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia