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Good evening, Pin-up is requiring a screenshot of the e-wallet from which I transferred my funds for withdrawal. I have already sent them all the screenshots. I have one transaction from Binance using the TRC20 tether from the crypto network, but they are claiming I transferred funds from a tether wallet. I actually transferred from Binance and I have already sent them all the necessary screenshots. They seem to be trying to deceive me. Please assist me in retrieving my money.

Добрый вечер, pin-up от меня для вывода средств, требует скриншот эл кошелка с которой я пополнил свой окаунт я отправил им все скриншоти, у меня есть один пополнение с бинанса через криптосет TRC20 tether и они говорят что я пополнил с кошелка tether но я пополнил с бинанса и я им отправил все скриншоти но они хотят кинуть меня пожалуйста помогите вернуть мои деньги

Hello Hayk5059,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pin-Up Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not or is it only regarding the wallet? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

They demand from me a screenshot of my tether email wallet, but there is no such wallet. I topped up my account from Binance via binancpey and also from Binance cryptoset TRC20 tether usdt and sent all the screenshots

Они от меня требуют скриншот эл кошелка tether но такой кошелёк нету. Я пополнил свой окаунт с бинанса через binancpey и также с бинанса криптосет TRC20 tether usdt и отправил все скриншоти

I topped up my account only 5 times, 1 time from a Tinkoff card, 3 times from Binance through Binance Pay, 1 time from Binance through the TRC20 usdt cryptoset.

Я пополнил свой окаунт всего лишь 5 раз, 1 раз с карты тинкоф, 3 раз с бинанса через бинанс пей, 1 раз с бинанса через криптосет TRC20 usdt.

Thank you Hayk5059 for all the information provided so far. As we need more details from the casino, your complaint will be now forwarded to by colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Hayk5059,

I'm Michal and I have taken over your complaint. I have reviewed your case and I just to clarify, are you sure you have not funded your pin-up account from any other wallet?

I will contact the casino to shed more light on this matter.

We would like to invite Pin-Up Casino to join the conversation.

Dear Pin-Up Casino,

Can you please provide more information on which wallet the player still needs to provide screenshots of? If the information can be shared publicly, or if there are some other factors that affect the situation that can't be shared publicly, please forward it to me at michal.k@casino.guru

Yes, I am sure. I topped up my account only 5 times. They demanded from me a full statement from my card, I presented it all to them. Then they asked for all the screenshots that I topped up my account, I provided it all to them and then they say that I topped up through tether, I tell them that I sent it from the TRC20 tether cryptoset. They sent this every 4 days

Да я уверен. Я пополнил свой окаунт всего лишь 5 раз. Они от меня требовали полную выписку от моего карты я это всё им представил. Потом попросили все скриншоти которые я пополнил свой окаунт я это все им предоставил а потом они говорят что я пополнил через tether я им говорю что это я отправил с криптосет TRC20 tether. Они каждый 4 день отправляли вот это

Hello

Ike, we apologize that our specialists did not understand you correctly right away

They will review the documents you have already provided

Michal, everything is fine with docs, as I already mentioned above for Hayk))

For a general understanding of the situation, I will explain. The player undergoes an additional verification procedure and that is why we are asking for all these documents

Здравствуйте

Айк, приносим извинения, что сразу наши специалисты не поняли вас корректно

Они рассмотрят те документы, которые вы уже предоставили

Michal, everything is fine with docs, as I already mentioned above for Hayk))

For a general understanding of the situation, I will explain. The player undergoes an additional verification procedure and that is why we are asking for all these documents

Thank you for your response and clarification, Pin-Up team.

Hopefully, the verification procedure will soon successfully end.

Dear Hayk5059,

According to the response from the Pin-Up team, all documentation should be in order, and the team is in the process of verifying them. Your patience is appreciated, and I'm confident that the Pin-Up team will provide an update once the verification procedure is completed.

Thank you very much, we hope they give my money back

Большое спасибо вам надеемся что они отдадут мои деньги

Good afternoon, and now they demand this from me

Добрый день а теперь они от меня требуют вот это

The company checks all the documents you provide. After successful completion, you will be able to play and withdraw funds again.

Компания проверяет все предоставленные Вами документы. После успешного прохождения, вы сможете вновь играть и выводить средства.

You understand perfectly well that I didn’t do anything extra, just for a couple of kopecks, you’ve been stalling for time for 2 months

Вы прекрасно понимаете что я ничего лишнего не сделал просто за пару копеек уже 2 месяца тянете время

Dear Hayk5059,

I understand that the KYC process can sometimes be frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

I have my fingers crossed that the verification of your documents will not take much longer. I kindly ask for your patience.

Dear Hayk5059,

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.

Good afternoon, they haven’t answered anything, they’re just mocking me

Добрый день они так и не ответили ничего они просто издеваются

I sent them everything they sent, they said the deadline was 5 days, but the 10th day has already passed

Я им отправил все что они прислали сказали 5 день срок но уже 10 день прошёл

Good afternoon, they finally gave me my money, thank you very much. But pin up is not a trusted casino

Добрый день наконец-то они отдали мои деньги спасибо вам большое. Но pin up это не доверений казино

Great news, Hayk5059. I'm glad to hear that you successfully received your winnings. While I acknowledge that your user experience in this instance may not have been ideal, it's important to note that casinos must adhere to rules and regulations, and occasionally, the Know Your Customer (KYC) process may take longer than usual. It is, of course, solely up to you if you give Pin-Up Casino one more chance or if you would rather look for another casino. I'm glad this situation could be worked out. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru