PinoCasino - Der Spieler fordert eine Rückerstattung seiner verlorenen Einzahlungen.

Hello, I have been playing at Pinocasino for some time even though I am banned via OASIS. I wanted to reach out to support and request a refund since it is illegal for this casino not to have conducted checks. Subsequently, my account was completely deactivated, and every time I try to make contact, I am brushed off. I would prefer not to involve a lawyer or the gambling authority because I believe this can be resolved personally.

Hallo, ich spiele bei pinocasino seit einiger Zeit obwohl ich über OASIS gesperrt bin. Ich wollte daraufhin den Support anschreiben und nach einer Rückerstattung verlangen da es strafbar ist, das dieses Casino keine checks gemacht hat. Daraufhin wurde mein Konto komplett deaktiviert und jedes mal wenn ich probiere in Kontakt zu treten werde ich abgewimmelt. Ich möchte ungerne einen Anwalt einschalten oder die Glücksspielbehörde weil ich denke das man es auch persönlich klären kann.

Dear nicofreitag38,

Thank you very much for submitting this complaint. I'm sorry to hear about the challenges you’ve been facing. Please note that PinoCasino holds a license issued by the Malta Gaming Authority (MGA), which means it does not have access to the OASIS self-exclusion register that applies to casinos licensed in Germany. Therefore, the casino's system could not automatically recognize you as self-excluded, and the casino only became aware of your gambling issue once you informed them directly.

To assist further, could you please clarify the following:

When did you first inform the casino about your gambling problem and request self-exclusion? If possible, please forward me the email with your account closure request at veronika.l@casino.guru.

How long did it take the casino to block your account after your request?

Were any deposits made between your self-exclusion request and the actual account closure?

Your responses will help us in evaluating your case thoroughly. Thank you for your cooperation.

Best regards,

Veronika

Casino Guru

Dear nicofreitag38,

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.