HomeComplaintsPin-Up Casino - Player has been asked to provide documents for an additional account verification.

Pin-Up Casino - Player has been asked to provide documents for an additional account verification.

Amount: 3,622 ₴

Pin-Up Casino
Safety Index:Very high
Submitted: 01 Apr 2021 | Case closed : 07 Dec 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Ukraine was prompted to provide additional documents for the KYC, even though their account had been verified in the past. The complaint was closed as 'unresolved' because the casino had been unresponsive for more than 2 weeks. The complaint was reopened as per the casino's request. It turned out that the player had not replied to one of the requests the casino team sent to their e-mail. We rejected the complaint because the player failed to respond.

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3 years ago
Translation

Good day. I played in this casino, made deposits, withdrawals, lost, won. The account is fully verified. The last time you made a deposit of 1100 UAH and you won in the amount of 3622, when you tried to withdraw, you received a refusal and said that you need to go through an additional one. It was more than a month ago, I sent them one photo, a week later they requested a second one, I sent it. A week later, they requested a third, I also sent it. Two weeks have passed and no one is answering me. ON the request in the chat, I only hear that all the questions are in the mail. Although they regulate the consideration of verification for 5 working days. In general, it turns out that I can not withdraw money for more than a month already.

Automatic translation:
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3 years ago

Dear 88sanya88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

 

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3 years ago
Translation

No, my information has not changed. The check was passed about 8 months ago. I deposited and withdrawn in two ways: my personal card and terminal. The first photo was sent for additional verification on March 5. The last photo was sent on March 17, that is, more than 14 days have passed. And they didn’t explain the additional check.

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3 years ago

Thank you very much, 88sanya88, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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3 years ago

Dear 88sanya88,

I looked at your case and I understand the situation. I’ll try my best to resolve the issue as soon as possible.

 

I would like to invite Pin-up Casino to this conversation.

Dear Pin-up Casino,

Can you please clarify the situation and indicate the current status of 88sanya88’s account verification?

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3 years ago

Hey, I will look into your complaint now, can you please communicate me your player's email and iD ?

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3 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago
Translation

And as always .. The Pin-up company decided to simply ignore the appeal .. it has been silent for a week ...

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3 years ago

We would like to ask Pin-up Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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3 years ago

Dear 88sanya88,

I apologize, but we haven’t received any response from the casino regarding the issue. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

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3 years ago

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

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3 years ago
Translation

Good afternoon, 88sanya88 ! Please check your inbox. We have not received a response from you to our request, please provide the necessary documents for verification.

Automatic translation:
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2 years ago

Dear 88sanya88,

I’d like to kindly ask you to comment on the casino representative’s statement. I’m setting the timer for 7 days.

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2 years ago

Dear 88sanya88,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

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2 years ago

Dear all,

Unfortunately, we’re forced to reject this case because 88sanya88 stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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