Pin-Up Casino - Player is struggling to withdraw his remaining winnings.

I played with the bonus and was lucky to win. Casino even paid me a part of the win. But after they requested some additional verification and althougth I provided all requested documents and answered all questions my account is still not verified and casino does not request any documents.

Dear Gustavo,

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?

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

Casino just requested each time some other document from me. I don't know why. At some point they stopped replying and did not request anything more from me.

Thank you very much, Gustavo, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.

Hello Gustavo,

I looked at your complaint and will do my best to help you. I would like to invite Pin-up Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Greetings!

You have successfully passed additional verification, at the moment the withdrawal is available to you. Please create a new request for withdrawal of funds and write to us here or in the chat on the site, we will help you withdraw funds.

Thank you but there is another problem. I deposited with Skrill and Skrill is not awailable for withdrawals as I can see. Wanted to use Muchbetter but could not make the deposit as requested. It did not work. What method can I use for withdrawal?

Greetings, Gustavo.

Please use this link https://www.pin-up.casino/ru-ru/

There should be method Skrill for withdrawal. If still can't find it, please, notify us. And we will try to help in this issue and advise which method could use for creating withdrawal request.

The link you gave me does not work for me. There is still no Skrill for withdrawal in casino. Maybe you could process my withdrawal to Skrill manually?

You can create a withdrawal request by yourself. Copy the link that we sent you earlier and paste it into the search bar of the google chrome browser. If it doesn't open, send a screenshot of the error.

When I open your link there is an Error - access denied. I can open only https://pin-up.bet page

At the moment we see that you have successfully created a withdrawal request and it is being processed, which takes up to 24 hours, please write after successfully receiving the funds

Yes, I could request a withdrawal but as I can see it was rejected. Can you check it please. I have requested the withdrawal again.

Hello, Gustavo!

Indeed, the applications were canceled by the system for an unknown reason. To resolve your issue, I forwarded the information to financial specialists for consideration. Your task number is TS-285734. Expect it to be solved up to 72 hours (this is the standard time, sometimes the deadlines can be extended), after solving the problem you will be notified by mail. If suddenly there is no answer, you can write to us again. I'm sure we can help you with this!

Dear Casino,

keep us informed here, please.

Dear casino. I tried to withdraw but my withdrawal was rejected again. I also received an email telling "Withdrawal of funds is only allowed after fully using the funds credited to the gaming account". As far I remember I finished the wagering and I should be able to withdraw my money. I am asking you to check it one more time.

Greetings, Gustavo!

Please, recreate your withdrawal request now. There shouldn't be any difficulties with your withdrawal anymore. If after creation of new request funds will not get to your wallet, write to us again and we will check everything.

Greetings, Gustavo!

Your withdrawal request was successfully confirmed. Please, clarify, have you gotten your money? Is everything fine? Waiting for your response.

Yes, I received the first withdrawal but I as I can see you paid in BRL and (according to email from Skrill) and instead of 1300 EUR which I requested I received only 1238.06 EUR. Why couldn't you pay in EUR?

Gustavo,

Your account in the euro and I see that there was a 1300 euros to write off for the withdrawal of funds. We do not remove the commission in the withdrawal of funds and do not change the currency of the output. If the amount came less than or in another currency, you need to refer to the technical support of your e-wallet.

Dear Gustavo,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru

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

Additional comment from the player:

"I am still having problems withdrawing the rest of my money. I made a couple of attempts and they all were rejected."

Dear Casino,

what is the problem now, please?

Good afternoon!

Previously, there was a difficulty on the side of the payment system, now they have been eliminated, also yesterday you received a withdrawal, but with a commission, and already put a new request for withdrawal of funds. In order for the withdrawal to be commission-free, you need to make a turnover of the last deposit. Or do you agree to a commission? Waiting for feedback)

I requested the last part of my withdrawal today and once it is paid the case can be closed. I agree to a commission. I don't want to wait any longer

Dear Gustavo!

As we can see, the last withdrawal was successfully processed, we wish you good luck and good mood.

Dear Gustavo,

did you receive your winnings, please? Can I consider this case as resolved?

Yes, I received the money.

Dear Gustavo,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru