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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

Hello!

We are sorry for the delayed response.

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

After carefully reviewing your account, we can confirm that the documents you have provided so far are for verifying your payment account, specifically your MiFinity profile.

At this stage, we require an additional document (or documents) that demonstrates the origin of the funds you used for depositing in our casino. This requirement was previously explained in the email we sent to you on 12/03/2024.

Please provide us with the requested information at your earliest convenience so that we can proceed with the verification of your account.

We look forward to your response. Should you have any questions, feel free to contact us.

Best Regards,

PinoCasino

My funds for depositing came from my Mifinity account so I provided those.

It shows that my Mifinity account was in turn funded by deposits from my bank account, which I provided the last 4 months statements for.

Everything you've asked for is there, but nobody at your casino has looked at my statements it would seem

Thank you for your reply, PinoCasino.

Dear tanyaptran, I believe the casino used the term "origin of your funds" to ask for the source of your income. When conducting KYC, online casinos often ask to provide proof of the source of wealth, meaning they request documents that confirm your monthly income (payrolls or paychecks from your employer; investment statements; tax returns; loans; income from real estate, etc.) that would align with the deposits you made to your casino account. Do you have any such papers at your disposal?

Hello

I'm self employed and my income is patchy sometimes, but I can probably dig out my last tax form if they'll accept that? I mean I have also deposited nowhere near enough to warrant a check like that too - could Pino Casino confirm that they do this to all their customers?

Tanya

Dear tanyaptran, I think it would be great if you could provide the latest tax form if you don't have any other confirmations.

Dear PinoCasino, could you please specify if tax forms can be accepted as proof of source of income, considering the player is self-employed?

Hello again, I've provided four bank statements, and the last NOA I filed which was 2021. To be honest I'm behind and not looking to advertise that either, so I'm working on getting 2022 and 2023 caught up but for now, that's all I got. I will provide the same documents privately to you.

Hello!

We are sorry for the delayed response.

Thank you for the provided information, our team will now review it and will come back with an update as soon as possible.

Thank you for being so patient. We remain at your disposal.

Best Regards,

PinoCasino

The casino rejected my 2021 tax return and asked for a newer one which I don't have.

This information is irrelevant anyway because I did not use my taxable income to deposit. I used betting winnings from another current account, to deposit to Mifinity, to then deposit to Pino Casino. I provided a full chain of information demonstrating this, but they couldn't be bothered to look through all this and just rejected my documents.

Once again, all of this is over a $300 deposit. Could the representative of Pino Casino please confirm that all of their customers that deposit $300 or more; regardless of whether they win or lose; are also required to provide this level of documentation? So far this question has been dodged, and I would also like to see the underlying licensing requirement that obligates them to make this request.

Irrespective of what they say, the request has obviously been brought on by the fact that I've had a large win and nothing else.

Thank you for the updates, tanyaptran. Can you please specify if you can provide screenshots from your accounts at other online casinos confirming your recent winnings used for depositing in PinoCasino?

Hello

So I made deposits to Pino Casino of $225, $300 and $300 all on November 25th on my statement.

Just before this there are three payments in, all etransfers. One is for $518 (Nov 25th - Leo Vegas Casino) , one is for $600 (Nov 22nd - Spinaway Casino) and $1050 (Nov 19th - Spinaway Casino). This is the money that directly paid for my deposits to Pino Casino.

I have sent you proof of those withdrawals directly to your email address, and uploaded them to the casino.

Tanya

Thank you, tanyaptran, I received your email.

Dear PinoCasino, please specify if you have received the screenshots from the player confirming that she had winnings from other online casinos that were enough to make deposits to her account at PinoCasino. Have you reviewed them?

Hello

They have received them, and rejected them with the same stock copy and paste response.

I have clearly demonstrated how I funded my Pino Casino deposits, they just don't want to pay the $11,000 that I've won, and that has been their motivation since the start given the small nature of my deposits, and the disproportionate scale of their requests.

Source of funding exists to prevent crime and money laundering proceeds from being used, and I've proven that that isn't the case. Responsible gambling exists to prevent gambling beyond your means but is not an excuse to withhold winnings. Since neither applies, it's clear as day this request is to put barriers in the way of me receiving my winnings.

Dear tanyaptran,

Thank you for your response.

The tax invoice you provided is from 2021. To proceed further and resolve the matter efficiently, our team requires a more recent tax invoice, ideally for 2023. By December, this document should have already been made available to you.

We kindly ask you to provide the updated tax invoice at your earliest convenience so that we can move forward toward a resolution that benefits both parties.

Thank you for your cooperation.

Best Regards,

PinoCasino

Hello

As I have previously stated, I'm behind on my taxes so I don't have those yet. I don't know when I'll have it sorted.

I did provide a separate set of bank statements showing my earnings coming in too.

More to the point; what business of yours is my tax affairs if I've not used my income to gamble at your site? There is no 'resolution that benefits both parties' here. I have won money, proven where it comes from and you're still refusing to pay my winnings, a scenario that only benefits you.

Could you also please cite the regulation that specifically obligates you to request this information in a scenario where I've proven the source of my deposits?

Dear PinoCasino, please specify why the winnings at other gambling platforms cannot be accepted to prove the origin of funds?

Dear tanyaptran, since you're self-employed maybe you still have some invoices for your clients or payment confirmations (regardless of the type of work you do) that can be used instead of a tax return for the last year?

Hello

I do have payment confirmations, I provided them with 4 months of personal bank statements just to show them that I have some income coming in, but that brings me back to my original point.

If there is absolutely no link between my income, and the money I deposited to their casino, then they cannot abuse source of funds rules to withhold my winnings which is exactly what is going on. My income, job status and tax returns are all irrelevant in this case.

Hello

I would like to add that I have - 50 minutes ago - received an email from Pino Casino informing me that my account has been closed. I've received none of my winnings and I am now unable to access my balance.

Dear all,

Thank you for being so patient.

We are currently working on finding a solution for tanyaptran that will benefit both parties. Once our team is done we will immediately update you here.

Thank you for your understanding and cooperation. We remain at your disposal.

Best Regards,

PinoCasino

Hello again Casino Guru

It seems Pino Casino have conceded the point and have closed my account without explanation while our dispute is ongoing, and they have now added more barriers to withdrawal. I received this yesterday.

'Hello Tanya,

We are contacting you regarding your verification issue.

We are hereby informing you that in order for your account to be verified, the video verification should be passed. In some cases the Website can request selfie with ID, selfie with ID and special sign, or call.

The video verification is being held from 9 a.m. to 6 p.m. UTC+0 in Skype. Please, note that your web-camera should be on during the call.

Waiting to hearing you back to schedule the call.

Thank you for understanding!

Best regards,

Isabella

Casino Support Team'

This only supports my central point: they have made the decision to make withdrawing difficult or impossible first, and then they are simply working their way through their terms and conditions until they can find a viable reason to seize my winnings. When ID documents didn't work, they moved to 'Source of Funds'. When dragging that out for months hasn't worked, they're now asking for the video call. If I pass the video call, they will find a new reason to extend the delay while they find more arbitrary requirements to comply with. If they decide I've failed, they'll use that as the excuse that they're looking for.

I would like this endless saga to be done with, and to receive my winnings as any decent casino would already have done.

Dear tanyaptran, let me know if you have already arranged a time for a verification call with the casino.

Hi Natalia. I haven't committed to any call with the casino yet. I've been waiting to see your thoughts on the matter. My opinion is probably clear, but I think they've gone above and beyond to deliberately attempt to avoid paying my winnings, nothing about how they've behaved suggests they're willing to ever pay my winnings.

Dear tanyaptran,

I sincerely apologize for the delay in my response. I understand how frustrating the verification process can be, and I appreciate your patience.

I strongly recommend cooperating with the casino, as video verification is commonly utilized in different situations. While I recognize that you have already provided all the necessary documents, this additional step may help expedite the process. If the casino has proposed a call for video verification, I believe this should be the final step before your account is fully verified.

I genuinely hope that you will successfully complete the video verification and that your withdrawal will be processed promptly. Should there be any issues, we will immediately reach out to the casino for clarification.

Dear tanyaptran,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of tanyaptran. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The following message was received:

Hello. Sorry I believed I had replied here, I'd like to reopen my case please.

I have been trying to tie the casino down to a time, however they say they're available every day between 9-5 (local time for them I suppose as it's 4am-12 for me), but they're not responding to my attempts to set a meeting time. I've chased them again today to set this.

Dear PinoCasino, please specify if you contacted the player regarding the video call verification and offered a timeslot that would suit both parties, considering the difference in time zones.

Hello

I've given the casino my Skype ID just now and they have agreed to the time of 10am (my time) today. That's in about 5 hours. If the casino calls I'll come back and confirm here.

Tanya

Dear tanyaptran,

Thank you for the updates! I hope your conversation with the casino representative goes smoothly today and helps you verify your account. Please let me know as soon as you finish it.

I also hope we will receive some feedback from the casino representative as well.

Dear all,

Thank you for your patience.

We agreed ona scheduled call today at 4.30 pm UTC+0.

Best Regards,

PinoCasino

Thank you for the updates, PinoCasino. Let me know about the results.

Dear Natalia,

The verification was passed our team is currently reviewing all the information and once we are done, they will be an immediate update on the matter.

Thank you for your cooperation and understanding.

Best Regards,

PinoCasino

Thank you, PinoCasino. I will extend the timer for another 7 days. Hopefully, we'll hear from you within this timeframe.

Hello

The casino have just written to me to say that they're going to confiscate all my winnings and return my deposit.

This is objective proof that the whole process was a waste of time and designed to seize my winnings. They've tried every possible excuse or stalling tactic and now at the end they have stated that they have a zero tolerance policy towards something they called 'advantage play'.

Dear tanyaptran,

The Casino has zero tolerance for advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that the Company reserves the right to void bonuses and any winnings from such bonuses, for the reason of: creating more than one account to get advantage from casino promotions.

All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.). According to this, winnings were confiscated and the last deposit will be refunded.

Best Regards,

PinoCasino

Dear PinoCasino, please send me any evidence that supports your accusations to the email address (natalia.b@casino.guru). This one statement does not sufficiently explain what exactly the player did wrong and how the terms were breached.

Dear Natalia,

We are sorry for the delay.

We've sent an email with the requested information, please check it.

Best Regards,

PinoCasino

Dear PinoCasino,  thank you for the email. I have sent you a response but haven't heard back yet.

Dear tanyaptran, the casino representative informed me that you confirmed during the video verification that your daughter used to have an account at PinoCasino, too.

I want to stress that the Casino Guru takes the following position about situations like this: if both players within one household were able to verify their accounts, they could both use bonuses, and we do not consider this a breach of the terms or an unfair advantage since two separate persons have two separate verified accounts.

So I'd like to ask PinoCasino to specify if there were any other indications of an unfair advantage, except for two account owners being relatives.

Dear Natalia,

We would like to inform you that we have provided additional information via email regarding this matter.

Please review the details at your earliest convenience, and let us know if you require any further clarification.

Best regards,

PinoCasino

Dear tanyaptran, are you aware of any other person in your household who also has/had an account at PinoCasino, except your daughter?

Hello

There's nobody else in my house that has an account, I've checked with my other half and kids. My daughter had an account years ago but it's not the sort of thing that comes up in daily conversation. I don't think there's any way I could have known that she had an account and even in that case, we're not joined at the hip.

I've also provided all accurate information about myself, and at every stage of the verification I've complied with anything they've asked for. My original statement was that I think they're looking for excuses to avoid paying my winnings, which were fairly won, and I think that's showing to be true. They're behaving as though I've cheated in some way, but all I've done is gamble on slots.

Tanya

Thank you, tanyaptran. Can you please also specify where did you play? Did you usually log into your casino account at home or you can recollect using other devices to which more people could potentially have access, like using a computer at work or a public library?

Dear PinoCasino, I have just sent you a reply to your last email. I'd appreciate it if you could share more details.

Hello

I played at home. I have a family but none of them have used my PC after checking. The only saved login details I've got on Chrome are for my own account. I did use a VPN to get certain games to appear (after googling that some games won't appear unless your IP address is located in certain areas). It was private internet access that I used for that, and just a basic subscription allowing me to one-click connect. Is this the problem?

Tanya

Thank you for the explanation, tanyaptran. There are suspicions that your account may be connected to some other accounts. If you used a VPN, this may be a reason for the suspicions.

I will be expecting more details from the casino since we need to investigate all information more thoroughly to come to any conclusion.

Dear, Natalia!

We have emailed you additional details for your review. Please feel free to review them at your convenience. If you have any questions or require further clarification, do not hesitate to contact us.

Best Regards,

PinoCasino

Dear PinoCasino, thank you for the email. I have reviewed the additional details you shared. There's not enough proof that there's a connection between the player and the other accounts you mentioned. The match can be explained by the fact that the player used a VPN, which she admitted in her last message. Unfortunately, we cannot agree with your accusations that the player created more accounts to take advantage of the welcome bonus and remain on the player's side unless you have any other proof to support your claims.