I am lodging this complaint against Pin-up Casino regarding two missing deposits totaling 75,000 INR (50,000 INR and 25,000 INR). Despite providing all legal proof of payment, the casino has refused to credit my account and has informed me that my funds are "lost."
Timeline of Events:
The Deposit: I made two deposits (50k and 25k), which were successfully debited from my bank but never credited to my Pin-up wallet.
Initial Evidence: I provided immediate proof via screenshots showing the Merchant Name, Date, Time, and UTR/Transaction numbers.
The Impossible Demand: The support team demanded a PDF bank statement within a 24-hour deadline.
The Obstacle: These transactions were made via Credit Card. As per banking regulations, official statements are only generated at the end of the monthly billing cycle. My bank confirmed it was impossible to generate a formal PDF statement mid-cycle.
The Rejection: I explained this limitation to Pin-up support, but they refused to extend the deadline or accept the UTR screenshots as temporary proof.
Final Submission: Once my billing cycle ended, I provided the official PDF statement. The casino then claimed that because I missed the initial "one-day deadline," my funds were forfeited.
Key Points for Mediation:
Proof of Funds: I have submitted the official PDF statement, which clearly shows the funds leaving my account and going to the casino’s payment processor.
Unreasonable Deadlines: A 24-hour deadline for a monthly credit card statement is a physical impossibility. Using this as a reason to "loot" or seize a customer's deposit is predatory and against fair gaming practices.
Enrichment: The casino has received my 75,000 INR. To keep the money without crediting my player account is a direct theft of funds.
