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Hello,

Pinocasino has suddenly closed my account and withheld my funds, stating "bonus abuse" as the reason.

I made my first deposit of €100 and received a €100 bonus.

I played this in a slot called "Hotline" with a stake of €4.50 until the bonus conditions were fulfilled.

In the end, the bonus conditions were met, and I was lucky to have €2,401.50 in the account.

I absolutely cannot see any "bonus abuse" with any strategy or anything similar, as I simply deposited and played a slot.

After successfully verifying my account, I received an email stating that my account had been closed.

Do you have any idea what I can do, or can you help?

It's frustrating to see how a Malta-licensed provider behaves when they are supposed to pay out a player...

Hallo,

pinocasino hat mein Account einfach geschlossen und die Gelder einbehalten mit der Begründung "bonus abuse".

Ich habe meine erste Einzahlung in Höhe von 100€ getätigt und dafür einen 100€ Bonus bekommen.

Diesen spielte ich in einem Slot "Hotline" mit einem Einsatz von 4,50€ bis die Bonusbedingungen erfüllt waren.

Am Ende waren die Bonusbedingungen erfüllt und ich hatte Glück 2.401,50€ auf dem Account zu haben.

Ich kann hier absolut keinen "bonus abuse" mit irgendeiner Strategie oder Ähnlichem erkennen, da ich ja einfach nur eingezahlt habe und einen Slot durchgedreht habe.

Nachdem ich meinen Account erfolgreich verifiziert habe, bekam ich die Mail das mein Account geschlossen wurde.

Haben Sie da eine Idee was ich machen kann oder können helfen?

Es ist frustrierend zu sehen, wie ein Malta lizenzierter Anbieter agiert wenn sie mal einen Spieler auszahlen sollen...

Dear paulHebe,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that from the moment you activated the bonus until you fulfilled the wagering requirements, you played exclusively on Hotline with a constant stake of €4.50?

Could you please forward me the email from the casino you received after your winnings were confiscated? My email address is veronika.l@casino.guru.

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

Hello Veronika,

thanks for the quick reply.

Exactly, I deposited €100 for the first time and got a €100 bonus. With the €200 in my account I then only played the Hotline slot at a constant €4.50. I think 890 spins, so the bonus conditions were met. The bonus was also shown as having been successfully met. After that I was able to verify myself successfully and one day later I could no longer log in because the account was deactivated and the email came.

I have sent you the answer from the casino by email.

Thanks for the support

Hallo Veronika,

danke für die schnelle Antwort.

Genau, ich habe erstmalig 100€ eingezahlt und einen 100€ Bonus bekommen. Mit den 200€ auf dem Account habe ich dann ausschließlich den Slot Hotline mit konstanten 4,50€ gedreht. Ich glaube 890 Drehs, sodass die Bonusbedingungen erfüllt waren. Der Bonus wurde auch als erfolgreich erfüllt angezeigt. Danach konnte ich mich erfolgreich verifizieren und einen Tag später konnte ich mich bereits nicht mehr einloggen weil der Account deaktiviert war und die Mail kam.

Ich habe Dir die Antwort vom Casino per Mail zugesandt.

Danke für die Unterstützung

Thank you very much, paulHebe, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, paulHebe,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear PinoCasino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence? Will the casino refund his deposit? If not, why?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear all,

Thank you for reaching out and giving us the opportunity to address this matter.

We would like to inform you that your case is currently in process, and we will be refunding the disputed amount. Once the refund is complete, we will promptly notify you.

Our goal is to resolve this issue in a positive way for both parties, and we appreciate your patience and cooperation.

Best Regards,

Pino Casino Team

Thank you for the clarification, Pino Casino Team.

Can you please provide us with an update? Is there any progress?

Looking forward to hearing from you.

Hello,

We can confirm that the refund has been processed on our end, and the player should have received the funds by now.

Best Regards,

Pino Casino Team

Thank you very much for the update, Pino Casino Team.

Dear paulHebe,

Can you confirm your issue was resolved and that you received the disputed funds, and we can consider the matter closed?

Is there anything else we can help you with?

Looking forward to hearing from you.

Hello dear casinoguru team,

yes I have now received the money.

Thank you for the quick help and I regret that this casino only pays out with emphasis and such means.

It would be nice for everyone reading this to have a sufficiently detailed explanation from the casino as to why I, as a player, received an email saying that my account had been closed and my money withheld without any factual basis. And why they are only reacting with a public complaint here.

Here, both the licensing and the good rating should be clearly questioned.

Hallo liebes casinoguru-Team,

ja ich habe das Geld nun erhalten.

Vielen Dank für die schnelle Hilfe und ich bedauere, dass dieses Casino nur mit Nachdruck und solchen Mitteln auszahlt.

Schön wäre für alle Mitlesenden eine hinreichende detaillierte Erläuterung seitens des Casinos, weshalb ich als Spieler eine Mail bekam, dass das der Account, ohne jegliche sachliche Grundlage, geschlossen und das Geld einbehalten wurde . Und weshalb erst mit einer öffentlichen Beschwerde hier reagiert wird.

Hier sollte die Lizenzierung als auch die gute Bewertung deutlichst in Frage gestellt werden.

What great news, paulHebe!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for the second part of your post - unfortunately, since online casinos have the right to close any account at any time, without providing a reason, and we did not know if the disputed funds should have been confiscated before we solved the matter here (it rather seems the process of refund was taking place on the casino's side but it just took longer than usual or standard), we accept the casino's decision to close your account. Therefore, based on the mentioned facts, there is no reason to ask the casino for a reason. Your funds were fully paid out and the casino fulfilled all obligations toward you. It is not necessary to ask for a reason at this point, and also, the casino is not obliged to provide it under such circumstances.

I sincerely believe it is a sufficient explanation to you, and everything is clear now.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Thank you, Pino Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru