Pin-Up Casino - Player experiences delayed withdrawal due to repetitive document requests.

!!!!POTENTIAL SCAM!!!!

Hello, I want to share that ever since June 26, 2023, up until now, August 23, 2023, this betting site named Pin Up has been withholding my money. They are still holding onto it and are refusing to pay me back. They’ve continuously requested verification of one thing or another since then. I've been asked multiple times to provide bank statements for both the month and charges, which is private information. They've also requested proof that my phone number is registered under my name, bills for my water or electricity, my internet provider, computer type, and PC model. They constantly look for a new document to request or ask the same document to be sent again, signed and sealed. I am continually submitting such paperwork, all in an attempt to prevent me from taking my money back. Their supposedly 24/7 chat support is unresponsive and doesn't address my concerns. They only reply to my emails whenever they want. I'm exhausted from all this. I've requested the complaints book, which they ignore and it's also elusive on their website. I think this site is potentially a scam, please be cautious where you deposit your money. Even though they say you're verified, they keep asking for numerous documents to avoid paying you. What they say in their live chat is different from what they send in their emails. It's as if their live chat has no connection with their email service or there's a lack of communication. I absolutely do not recommend this site. ..POTENTIAL SCAM..

Dear angellassa31,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Do I understand correctly you already provided the casino with the bank statement in the form the casino asked of you? Is the verification of your deposit method currently the only obstacle in verifying your casino account?

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

Best regards,

Tomas

Dear angellassa31,

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.

We've reopened this complaint at the request of angellassa31 after we received the following message from the player:

"EXCUSE ME FOR NOT RESPONDING, BETWEEN WORK AND TODO, SOMETIMES MY TIME GOES AWAY... WELL FIRST THEY ASKED ME FOR A SELFIE PHOTO OF ME WITH PHOTOS OF SENT DOCUMENTS

EXTRACT SENT .... PHOTOSELFIE WITH THE OPEN PINUP ACCOUNT ON MY PHONE SENT

AFTER PHOTOSELFIE WITH THE BANK STATEMENT SENT

THEY ASKED ME FOR THE PHONE NUMBER THAT I PUT ON THEIR PAGE TO BE IN MY NAME. I ALSO SENT IT EVEN THOUGH IT IS ABSURD THAT THEY ASKED THAT... THEN THEY ASKED ME THE MODEL OF MY MOBILE DEVICE AND LAPTO, EACH OF THE IP I LOG IN WITH.. IT IS WELL KNOWN THAT WHEN I TURN OFF I RESET OR PUT INTO AIRPLANE MODE THE TLF IS CHANGED INTO THE MOBILE IP ONLY... AND EVERY NIGHT TO SLEEP I DO IT. AND IT'S SOMETHING I DON'T REVIEW EVERY DAY. LIKE WHAT IP DO I HAVE I JUST ENTER AND THAT'S IT. WITH MY LAPTO'S IP YOU CAN ACCESS PRIVATE INFORMATION THAT IS FOUND WITHIN IT

 

I DID NOT REFUSE TO SEND THE INFORMATION NECESSARY TO VERIFY MY ACCOUNT BUT THEY ARE ASKING ME FOR THINGS THAT HURT MY PRIVACY (IP OF MY LAPTO)

 

LAST THEY BLOCKED MY ACCOUNT BECAUSE THEY ASKED ME FOR A PHYSICAL BANK STATEMENT SIGNED AND SEALED BY THE BANK THAT WAS ON 08/25/2023 AND I TOLD THEM THAT I HAVE NOT HAD TIME TO GO TO THE BANK FOR WORK AND THEY STILL BLOCKED MY ACCOUNT ON 27/27 08/2023

I HAVE TRIED TO ASK FOR PERMISSION. BUT BECAUSE OF WORK, THE PERMIT IS COMPLICATED FOR ME."

Thank you for your reply.

Do you have the option to request a bank statement from your bank without a physical visit to the bank?

Please understand the casino has the right to request an unedited bank statement for the purpose of verification.

I'll await your reply.

Yes, I requested it and I sent it to them two months ago and it had been approved by them. but now they want it sealed and signed by the bank and I have to ask permission again at my job to do that... well I went yesterday and the bank refused to sign that document because they don't do that but. They gave me a signed and sealed letter addressed to the United States as if I were going to get a visa signed and sealed by the bank. I will send that to see what they tell me now.

I fully understand your frustration. Was the submission successful? Were your documents accepted by the casino?

Please let me know. I'll await your reply.

My email has not yet been answered, they say they have a response limit of 5 business days and to date they have not yet responded to my message. It seems to me that they don't want to pay me my money and my money has been there for almost 3 months and they ask for one thing and another. many excuses and many obstacles. too many I would say. If they have the possibility of changing the reputation of this house, at least for Peru, it would be ideal because they do not give a clear answer either by email or by live chat. Furthermore, their live chat seems to have nothing to do with this house or it would not have no kind of solution. If you want or if you need all the conversation I have had with this betting house I can send it to you so you can see how complicated this whole process has been made for me...

If you may, please forward me your recent communication with the casino, so we may have a better picture of the situation. Be sure to include responses from the casino as well.

My email is tomas@casino.guru

I don't know what they base on saying that one of the documents is false. Yes, I have taken everything out of the bank and I have proof of it. even signed and sealed. They have me like this for more than 3 months waiting, verifying and verifying, asking for one thing and another. I have evidence of everything, I even sent you all the documents that I also sent to them. I have proof of everything. For me this betting house is a scam. and in that case. because they don't give me my money back and end the relationship. hahaha that house is a scam. At least for Peru it is... and I don't think I'm the first or the last. It's just that maybe others don't complain or don't know where or how to report them.

Thanks for the update, angellassa31.

I am sorry to hear about your ongoing trouble in the casino.

• Could you please send the documents you submitted to the casino recently?
• Could you please confirm the documents and your player profile have the same personal information?

My email is tomas@casino.guru

I'll await your response.

Here I send you the document that I recently sent you. and they simply blocked the account and no longer gave any response.

Thank you very much, angellassa31, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello angellassa31,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Pin-up Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Pin-up Casino,

 

Can you please provide further information regarding the player's failed verification?

 

Kind regards,

Adam

Thank you, they still haven't responded to my message and I doubt they will respond to you. since they didn't respond to me anymore and apparently they don't have a complaints book

Hello angellassa31,

I have made contact with a casino representative via Skype and they are looking into the situation. I will reset the timer while we await further response.

Kind regards,

Adam

Hello

Sorry for the delayed response. Yes, indeed, the account was blocked due to unsuccessful verification. We believe that one of the documents provided was forged

We will email you more details about the fake, Adam

Thank you for your response and e-mail, Pin-Up Casino.

Dear angellassa31,

The casino has provided sufficient evidence to support its claims on this occasion, so I am afraid we will be unable to assist you any further with this case. Consequently, the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam