Pin-Up Casino - Pelaajan kotiuttaminen viivästyy ja varoja puuttuu.

Good afternoon,

I started gambling at the PIN UP casino on October 13th of this year. I made a deposit of 30,000 MXN, which I used to play the entire day. The following day, I attempted to make withdrawals, but the withdrawals were taking a long time, supposedly because the information was incorrect. I checked, and it wasn't. After trying again and speaking with support, I managed to start withdrawing my money. While I continued playing, I made another withdrawal and encountered problems again, this time under the premise that my withdrawal was canceled due to insufficient funds at that moment. This was strange to me because I was still playing and never went below the withdrawal amount, clearly intending for it not to be canceled or encounter any issues. Later, I realized money disappeared from my account, which was not normal since the withdrawal had been canceled. When I contacted support, after a long time clarifying that money was missing from my balance, the support team began to investigate. They started telling me about play IDs that were not in my profile and that I had not bet on. Looking at my betting history, I told them that the plays they mentioned were not mine. Support then made a report with the following number TS-1626070, which stated that money was missing from my balance. Support mentioned that the missing balance (53,300 MXN) would reflect back in my balance within 2 to 3 hours at the latest, to which I very patiently waited for my lost money to be credited. The problem was not resolved. After continuing to contact them every day since the request was made on October 15th, I still have not received any response. The only reply is that a team is reviewing my request due to the complexity of my case. It has been 7 days, and I still cannot see my money, while supposedly, I would have it in my balance within 2 to 3 hours, allowing me to withdraw it. I hope you can help me with this case, as I have evidence of my betting history demonstrating everything. How difficult can it be for them to return my money, or did they steal it? I look forward to your response regarding my case. Thank you very much in advance for taking the time to read it.

Best regards!

Buena tarde

Comencé a apostar en el casino PIN UP , el día 13 de octubre de este año realice un depósito por la cantidad de 30,000 mxn ,monto que se utilizo para jugar durante todo el día, al día siguiente intente hacer retiros y los retiros demoraban mucho , supuestamente por que la información era incorrecta la cual revise y no lo era , después de realizarlo por segunda ocasión y estar hablando con soporte , logre empezar a retirar mi dinero , mientras seguía jugando realice otro retiro donde reincidieron los problemas ahora bajo el concepto de que el retiro de mi dinero fue cancelado por no disponer de fondos en dicho momento, razón que me extraño ya que si estaba jugando y nunca baje ese monto del retiro con la clara intención de que que no lo cancelaran o se presentara algún tipo de problema , después me di cuenta que desapareció dinero de mi cuenta, lo cual no es nada normal ya que se había cancelado el retiro , al comunicarme con soporte, después de un largo tiempo de estar aclarando que hacía falta dinero en mi saldo soporte se dio a la tarea de averiguar, a lo cual soporte me empezó a decir ID de jugadas las cuales no estaban en mi perfil y las cuales no fueron apostadas, a lo que yo le respondí viendo mi historial de apuestas, que dichas jugadas que me mencionaba no eran mías a lo cual soporte realizo un reporte con la siguiente numeración TS-1626070 , donde se hablaba que hacia falta dinero en mi saldo , y soporte me menciono que dicho saldo faltante (53,300mxn) se vería reflejado de 2 a 3 horas a mas tardar de nuevo en mi saldo a lo cual fui muy paciente esperando el abono de mi dinero extraviado, El problema no se solucionó , después de seguir comunicándome día con día desde el día que se hizo la solicitud el 15 de Octubre , sigo sin obtener ninguna respuesta , donde la única respuesta es que un equipo esta revisando mi solicitud por la complejidad de mi caso cuando ya pasaron 7 días  y sigo sin poder ver mi dinero ,cuando supuestamente de 2 a 3 horas ya lo tendría en mi saldo para poder retirarlo , ojala me puedan ayudar con este caso , ya que tengo las pruebas de mi historial jugada por jugada donde demuestran todo, que tan difícil puede ser para ellos devolverme mi dinero o me lo robaran , espero su respuesta sobre mi caso muchas gracias de antemano por tomarse el tiempo para leer dicho caso .

saludos cordiales!

Dear carlosmparadar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Do you think someone else might've logged into your account?

Could you please share your communication with the casino regarding the investigation? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Thank you very much! For reading my case Dominika

no one else has logged into my account.

You already have the following information in your email:

• CAPTURE THE LAST CONVERSATION WITH SUPPORT

• CAPTURE OF WITHDRAWALS AND DEPOSITS THAT COVER SUCH CANCELLATIONS

• ALL THE SCREENSHOTS FROM MY FIRST BET (FOR THE AMOUNT OF 30,000MXN) FROM THAT UNTIL THE LAST PLAY I MADE WITH THEM

I am sending you all this information so that, just like me, you can corroborate the amount pending or stolen by said casino.

Greetings !

Muchas gracias ! Por leer mi caso dominika

nadie mas a iniciado sesión en mi cuenta .

ya tienes en tu correo la siguiente información:

• CAPTURA DE LA ULTIMA CONVERSACION CON SOPORTE

• CAPTURA DE RETIROS Y DEPOSITOS QUE AMPARAN DICHAS CANCELACIONES

• TODAS LAS CAPTURAS DESDE MI PRIMERA APUESTA ( POR LA CANTIDAD DE 30,000MXN) DESDE ESA HASTA LA ULTIMA JUGADA QUE REALICE CON ELLOS

te envio toda esa información para que al igual que yo puedas corroborar la cantidad pendiente o robada por parte de dicho casino .

Saludos !

Dear carlosmparadar, do you have any updates regarding the funds? Has the money been credited back to your casino account?

Hello Dominika, no news regarding my money issue, they just sent me an additional verification where I had to put my face to unlock a series of questions which I had 10 seconds to read and answer, the questions were not consistent since they had nothing to do with personal information, but rather they asked exact dates of the year and month when the account was verified, the date of a bonus, etc. etc.

I don't understand this type of questions that have to do with the payment of my money, in the end it is not the only casino I play with, which is why it is very difficult to remember all the information.

At the end of answering said additional verification on October 25, I had the following response:

Your request for additional verification has been forwarded to a specialized department. Please note that the approximate response time is 5 days from the date of receipt. Please also be advised that sometimes the deadlines may be extended.

Today I have been waiting for my money for 14 days and they just tell me to keep waiting for a response from the specialized department.

Hola dominika , ninguna novedad respecto al tema de mi dinero , solo me enviaron una verificacion adicional en donde tenia que poner mi rostro para desbloquear una serie de preguntas las cuales tenia 10 segundos para leerlas y contestarlas ,las preguntas no tenian congruencia ya que no tenian que ver con información personal , si no preguntaban fechas exactas de año y mes de cuando quedo verificada la cuenta, fecha de un bono y etc etc .

a lo que no entiendo ese tipo de preguntas que tiene que ver con el pago de mi dinero , al final no es con el unico casino que juego Por lo cual es muy dificil recordar toda la información

al final de contestar dicha verificación adicional el dia 25 de octubre , tuve la siguiente contestación :

Su solicitud por la verificación adicional ha sido derivada a un departamento especializado. Tenga en cuenta que el plazo aproximado de respuesta es de 5 días desde la fecha de recibimiento. También le informamos que a veces los plazos pueden ser extendidos.

Hoy llevo 14 dias esperando mi dinero y nadamas me dicen que siga esperando respuesta del departamento especializado

Dear carlosmparadar, have you received any outcome of the review?

Hello Dominika, I still have the same issue. I told you that I sent said verification, which they made me repeat on October 31, because supposedly not all the questions were answered, so they sent me another verification the same as the one mentioned above, a video with my face that unlocks questions, all of which were answered, and it was sent that same day, which I have been following up on, since it says that it is 5 days or the deadline can be extended further, even so I have been waiting for my money for 23 days, which they are stealing from me.

Hola dominika , sigo con el mismo tema te comente que envie dicha verificación, la cual me hicieron repetir el dia 31 de octubre , porque supuestamente no se contestaron todas las preguntas , por lo cual me enviaron otra verificación igual que esta antes mencionada , un video con mi rostro que desbloquea preguntas , las cuales todas fueron respondidas , y ese mismo dia fue enviada , a lo cual le e estado dado seguimiento, ya que dice que son 5 dias o se puede extender mas el plazo , aun asi ya llevo 23 dias esperando mi dinero , que me estan robando

Hello, I received a response from the casino on November 7th. It has been 24 days since I had this problem. The response was to send proof of address (electricity, water), to which I replied within 3 hours by sending said proof, and they told me to take into account that the approximate response time is 5 days from the date of receipt. We also inform you that sometimes the deadlines can be extended.

Hola obtuve respuesta por parte del casino el dia 7 de noviembre , ya pasaron 24 dias con este problema , la respuesta fue que enviara un comprobante de domicilio (luz,agua) , a lo cual lo conteste a las 3 horas siguientes enviando dicho comprobante , y ellos dandome por respuesta que enga en cuenta que el plazo aproximado de respuesta es de 5 días desde la fecha de recibimiento. También le informamos que a veces los plazos pueden ser extendidos.

Thank you very much, carlosmparadar, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear carlosmparadar, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Pin-Up Casino representative to join this conversation. 

Dear Pin-Up Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello!

An additional verification has been requested for your account, in accordance with the user agreement rules. I understand that waiting can be unpleasant, but this procedure isn’t intended to delay the withdrawal process—it’s to ensure that the account indeed belongs to you. This is a standard account verification procedure.

Please keep an eye on your email for a response from our specialists within the specified timeframe.

Hello, as the casino representative mentioned, today, November 12, I received a response again, asking me for the documentation of the payment for my cell phone, to which said email was answered as soon as possible. I am still waiting for my money, today marks 29 days of this entire process.

hola como lo comenta el representante de el casino hoy 12 de noviembre, obtuve respuesta de nuevo , pidiéndome la documentación de el pago de mi celular , a lo cual fue contestado dicho correo a la brevedad ,sigo en espera de mi dinero hoy se cumplen 29 días de todo este proceso.

Dear carlosmparadar, 

thank you for the update.

Dear Pin-Up Casino,

have you received the required documents, please? Additionally, please let me know if there is anything further you may need.

Hello, updating, the casino contacted me again today, November 18, requesting more information, attached evidence, I do not understand the fact of keeping me waiting, it seems like a game and now I have to wait 5 more days to validate the information, today I complete 34 days, without my money

Hola actualizando, el casino volvio a tener contacto conmigo hoy 18 de noviembre , solicitando mas información , adjunto evidencia , no entiendo el hecho de tenerme a la espera , parece un juego y ahora tengo que esperar 5 dias mas para validar la informacion , hoy cumplo 34 dias, sin mi dinero

Dear carlosmparadar, 

thank you for the update.

I empathize with your frustration regarding yet another request from the casino; however, I kindly ask that you cooperate with their inquiries. It appears that this casino is conducting a comprehensive review to ensure that no anti-money laundering activities are occurring.

Kindly keep us informed of any new developments.

Hello, logically I answered said request, the same day, and today it has been 36 days. Greetings, I hope they return my money, it is money that I won at the casino.

Hola , logicamente conteste a dicha solicitud , el mismo dia a lo cual , hoy llevo 36 dias, saludos son espero y me regresen mi dinero es dinero que le gane al casino

Hello!

Our specialists have received the email and, after verification, will send a response to the client.

Hello, today is the 40th day, I still have no response about my money, greetings!

Hola hoy cumplo 40 dias ,sigo sin tener respuesta de mi dinero , saludos !

Dear carlosmparadar, 

thank you for the update.

Dear Pin-Up Casino,

have you had a chance to verify carlosmparadar's documents, please?

Hello, today I complete 42 days, I still have no answer, how tiring it is to fight for money that they are stealing from me, 42 days of pure excuses, I do not understand, they cannot implement sending a questionnaire where they ask for all the information to avoid so many days passing, where is the seriousness of said casino, and where is the commitment they have with their clients, I have sent all the documentation, bank statements, proof of address, answered questions that are only unlocked with my face, I do not understand what the problem is, I hope to have a resolution now, the only thing I want is my money, believe me that with this bad experience I will not make the mistake of playing with you again.

Hola hoy cumplo 42 dias , sigo sin tener respuesta , que cansado es pelear un dinero que me estan robando , 42 dias de puros pretextos, no entiendo , no pueden implementar enviar un cuestionario donde te soliciten toda la información para evitar que pasen tantos dias , donde esta la seriedad de dicho casino , y donde esta el compromiso que tienen con sus clientes , e enviado toda al documentacion, estados de cuenta bancarios, comprobantes de domicilio, contestado preguntas que solo se desbloquean con mi rostro, no entiendo cual es el problema,espero tener una resolución ya , lo unico que quiero es mi dinero creanme que con esta mala experiencia no vuelvo a cometer el error de jugar con ustedes

Hello hello Katarina, updating on the case today I had contact with the casino, today is the 43rd day that I have not seen my money, the testimony of said casino was the following:

Hola hola katarina actualizando sobre el caso hoy tuve contacto con el casino , hoy es el dia 43 que no veo mi dinero, la cotestacion de dicho casino fue la siguiente :

Updating the email sent a few hours ago, I attach the proof of response

Actualizando al correo enviado hace unas horas , adjunto la evidencia de contestacion

Dear carlosmparadar, 

thank you for your message.I appreciate your prompt attention to the casino's instructions, which will help ensure that you receive your funds in a timely manner.

I understand your concerns regarding the verification process. Please remember that the casino implements these measures to guarantee that the funds are directed to the rightful owner, as they are unable to verify identities in person.

If you have any further questions or need assistance, feel free to reach out.

Dear Pin-Up Casino,

could you please confirm you have received the required paperwork? Is there anything else you may need, please?

Hello, updating after 46 days we are still in the same situation, after they answered my email about the IP,

Hola actualizando despues de 46 dias seguimos en lo mismo , despues de que me contestaron el correo de las ip ,

Hello!

The client is still undergoing additional verification.

Once it is successfully completed, the funds will be credited to the client's balance, and withdrawals will become available.

Hello, updating the last request, I went to the bank today and they told me that the account statements already have a digital stamp that is valid on their part and that they cannot issue a physical stamp for the account statement since it would alter the account statement. I already sent them to the casino and they keep asking me the same thing.

Hola , actualizando lo ultimo solicitado , fui al banco el dia de hoy y me comentan que los estados de cuenta ya cuenta con un sello digital que tiene validez por parte de ellos y que no pueden emitir un sello fisico para el estado de cuenta ya que seria alterar el estado de cuenta . Ya se los envie al casino y me siguen pidiendo lo mismo

Dear carlosmparadar, 

thank you for the update. Could you please request a paper version of your statement and then either scan it or take a photo to send to the casino?

Hello Katarina, I am leaving the bank, the bank was able to support me with the attached stamp as evidence of what I sent to the casino, it will be in your email inbox!

Even so, it was already sent with stamps from the bank as requested!

Hola katarina , estoy saliendo del banco , el banco ya me pudo apoyar con el sello adjunto evidencia de lo que envie a el casino , estara en la bandeja de tu correo!

aun asi ya esta enviado con sellos por parte del banco como lo habian solicitado !

Hi Katarina, it's a complete waste of time that you're making me spend.

Hola katarina es una completa perdida de tiempo la que me estan haciendo pasar

Hello, I have already sent the account statements as requested.

Hola ya envie los estados de cuenta como lo solicitaban

Hi just 2 hours ago

Hola hace apenas 2 horas

Dear carlosmparadar, 

thanks for your updates. Please follow the casino's instructions and keep us updated about any new development.

Dear Pin-up casino,

is there a reason for such a thorough verification, please?

Hello Katarina, according to my verification, it is already ready. I am not saying it, I confirmed it with the email yesterday and the person who helps in support, attached evidence, I do not understand why they have not returned the money yet so I can withdraw it, above there was a response where they say that as soon as the account is verified they will return the money to me, now I do not understand why they are going to steal from me, or why they do not add the money to the balance, I also attached a photo of the balance and attached a photo of their response where they say that they will credit my money.

Hola katarina , segun ya esta lista mi verificacion , no lo digo , me lo confirmo con el correo el dia de ayer y la persona que atiende en soporte , adjunto evidencia, no entiendo porque no han regresado el dinero ya para retirarlo , arriba hubo una contestación donde ellos dicen que apenas este verificada la cuenta me regresaran el dinero , ahora no entiendo de plano me van a robar , o porque no meten el dinero al saldo , igual adjunto foto del saldo y adjunto foto de su contestacion donde dicen que acreditaran mi dinero .

Hi Katarina, I asked again, this was the answer

Hola katarina de nuevo volvi a preguntar , esta fue la respuesta

Dear carlosmparadar, 

thanks for the update.

Dear Pin-up casino,

could you please provide clarification regarding the rationale behind your actions? How do you find it appropriate to request specific documents while allowing only 24 hours for their submission? This is particularly concerning given that the player is fully cooperating and obtaining documents beyond what is typically regarded as standard practice. I would greatly appreciate your response at your earliest convenience.

Thank you very much Katarina, after almost 50 days I have already completed the verification, and I was successful with the withdrawal of my money, thank you very much!

Muchas gracias katarina , luego de casi 50 dias ya termine la verificación, y tuve exito con la retirada de mi dinero , muchas gracias !

Dear carlosmparadar,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru