HomeComplaintsPin-Up Casino - Player experiences technical issues during account verification.

Pin-Up Casino - Player experiences technical issues during account verification.

Amount: Mex$8,500

Pin-Up Casino
Safety Index:Very high
Submitted: 12 Feb 2024 | Case closed : 27 Feb 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

8 months ago

The player from Mexico was unable to complete a withdrawal due to an unverified account status. He also reported technical issues during the verification process. We attempted to gather more information to assist him, but the player did not respond to their inquiries. As a result, we were unable to investigate further and the complaint was rejected.

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8 months ago
Translation

I've been trying to make a withdrawal for days but it gets rejected because my account is not confirmed. I also attempted to update it but when I reach the step to take my photo, it doesn't capture it, it just keeps loading. I don't know what to do anymore.

Automatic translation:
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8 months ago

Dear abelcamachomartinez7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Have you tried to contact casino support and ask for assistance in the matter? With what result?
  • Do I understand you have issues uploading the photo on the website?
  • Have you tried to submit your selfie in alternative ways? (email, live chat)

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,

Tomas


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8 months ago

Dear abelcamachomartinez7,

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.

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8 months ago

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.

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