Pin-Up Casino - Player faces withdrawal issues after account restrictions.

My account id - 54971414

I deposited 3700 rupees in my pin-up casino account on 5th date which was successful but when I tried to play the game it wrote to me that the game is prohibited and from there I came to know about the customer support and I got kicked out of the casino. I need additional information. They said that the mail will come to me very soon. Regarding additional information, I have no problem, I have already given additional information, I have done the verification before, the mail will not come to me very soon, this time also I talked to customer support. By doing this he said that the mail will come but nothing is coming but my money is deposited and I am not able to withdraw it also I am not able to understand what to do please help me casino guru.

Dear harshpratap155,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you have provided to the casino for verification?

Additionally, are you completely unable to access any games, or is the issue limited to certain games only?

Lastly, were you able to play any games before your account was restricted for investigation?

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

Best regards

Veronika

I provide aadhar card selfie with aadhar card photo everything they asked my account is verified when i provide documents then that time i recieve mail from manager then i start playing but now no game is opening

Veronica i am completely unable to access any game

Yes i play all game before restrictions

Please reply Veronika

again they are saying same thing

Thank you for keeping me updated. Please forward me the emails between you and the casino regarding your verification at veronika.l@casino.guru. Kindly include the identity documents you sent to the casino for additional verification. Thank you for your patience and cooperation, and I look forward to assisting you further.

Done please check your email and help me please

As you can see when I create account they asked me for additional verification i had done all process i send all documents and then i recieve this email from the manager of casino but now again I don't know why they restricted my account

Please fast up the process veronika because i am waiting from many days please help me please

Please reply fast veronika please

Thank you very much, harshpratap155, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

What should I do next?

Hello there,

Thank you harshpratap155 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pin-Up Casino for their help in resolving this complaint. We would like to know why is the player's account restricted and what can we do to help resolve this issue.

Thank you!

Please sir help me i do not have any money left and i am student and I don't know why this casino did this to me in starting i provide all documents i also done additional verification but I don't why they are doing this to me

Please pin-up casino reply fast

You are not sending me any mail about additional verification atleast you can reply here

Reply fast please Pin-up casino i am requesting you i need money

Hello!

We don’t see any restrictions on your ability to withdraw funds. The restrictions you have only apply to games on our site.

We will send the details of this situation to the forum administration.

So when I will not be able to play the game then how will I wager and then how will I withdraw and anyway there are restrictions but my account is verified.

And please remove the restrictions to that i can play games and withdrawal my funds

Please casino guru help me please

its been a month now and games are still not opening what are you doing pin up casino i trust you and you are doing this to me why please solve this please

Please tell me when will you remove these restrictions as i have already completed all verification so tell me what i have to do now please remove these restrictions

Hello!

Our team has made a final decision regarding your account. At this time, the withdrawal of funds available in your balance remains unrestricted, but the ability to place bets has been disabled, and this decision will not be reconsidered.

But what is the reason as i have done all the verification and again i am ready to do all verification again

at this time also i cannot withdrawal my money see why pinup casino why you are doing this to me what the hell you are doing

Dear harshpratap155, you are able to withdraw your funds however the casino may charge a fee when you do so. I would like to ask you if you could provide me with a screenshot of your transaction history for review. Thank you in advance!

Sir but why fees i did not do anything so why would i pay this fees i am ready for any verification they ask so why would i pay fees i am ready to do all verification ask them to remove all restrictions please sir

Please sir help me sir from one month they are saying they will send email for additional verification noq they are doing this please casino guru help me

I just want the proof why they did this to me

Dear harshpratap155, I want to find out as well, that's why I requested you provide a screenshot of your transaction history for review. If you do not cooperate I will be forced to reject your complaint. Thank you in advance for your cooperation!

Please see my bank statement screenshot and help me please fast

Thank you for providing the information, however, I meant if you could screenshot your transaction history from the Pin-up Casino account. That could clarify the situation and I could investigate further in this matter. Thank you in advance!

Pin-up casino did not show any transaction history its all third party that's why i send you all the screenshots of my bank statement

see still they are saying that my account is under review i am telling you caisno guru they are doing scam with me i already completed all type of verification additional verification and i am ready to do again but i don't know why they are not doing anything they just put restrictions on my account without any proof please help me casino guru i am requesting you

Please peter reply fast

Dear harshpratap155, unfortunately, the casino can choose not to let you continue playing at their casino. I can only assist with the withdrawal of your funds. Let me know how you want to proceed further. Thank you in advance!

Please help me to complete withdrawal my fund i don't want to continue with this casino i just want my full withdrawal please help

Dear harshpratap155 , is there anything that blocks you from withdrawing your remaining funds? Thank you in advance!

They are cutting 25% fees without any reason they cut because i did not wager but I can't wager as they blocked all games

Please help me sir this is very big amount for me

Unfortunately, I cannot assist further. The casino raised a concern about your account and has taken steps to prevent you from playing which is in accordance with the terms and conditions. As they're allowing you to withdraw we see no problem with the fee in this instance. Thank you for your understanding!

Dear harshpratap155,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.