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

My account on the site was normal, I was able to make withdrawals and had already been verified (I sent the requested documents and my account was verified as verified). However, one day I went to make a new withdrawal and the message appeared that it was not possible to make a withdrawal, I contacted the chat and they told me to carry out an additional verification. On April 10th, an email came asking me to send the photo holding the document and with my cell phone open on my website profile, I made the request and sent it to them, after a few days they sent the same email again and I sent the photo again. However, it's been days and I haven't received a response, I can't withdraw and the chat says it can't help with account verification. I know KYC is an important process but the delay and lack of communication with the customer is worrying because what is frozen is my money and not theirs.

I'm waiting for a Pin-UP position and help to unlock my account and complete the time-consuming verification process.

Dear Pedro,

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? When you've received your last withdrawal?

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

Additional verification is not justified, I have always used the same payment method and I have never changed my profile information. The last withdrawal was a few days before my account was prevented from withdrawing. I understand that the verification process can take some time, but they asked for a photo that was sent and after a few days they send the same email, I don't think they are continuing KYC but they are holding my funds.

Thank you very much, Pedro, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Pedro,

I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Pin-up Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Pin-up Casino Team,

The player claims that his account was verified, and he could make withdrawals in the past.

Could you please clarify the situation? What documents are problematic and/or missing? What next steps should the player take to successfully re-verify his account?

Thank you in advance for providing the information.

Hello!

If an additional verification procedure has been initiated against you, then this is legal and on the basis of clause 10.4. User Agreement. Unfortunately, we did not receive a response email from you, please check your inbox and send the documents we requested from you. We would like to remind you that emails are checked within 5 working days.

Hi, I've already made three submissions of the same photo. Today I received the same repeat email and sent it again. How come you didn't receive my reply email? Attached the image..

We have received a letter from you. Please expect a response by mail within 5 business days.

5 days to examine a document? But this time are you going to examine it or will you send me the same email in 5 days?

5 days is a regulated period. I can't speed up this process, unfortunately. Please wait for a response by mail. As soon as your documents are reviewed, you will receive a response by mail.

Greetings all,

5 days have passed.

Dear Pedro,

Did you already receive any information from the casino? Is there any progress on your verification? Can you please provide us with an update?

No response from Casino.

Pedro, review of the documents takes 5 business days since the last letter was send. Please, wait for the response on your mail. When our specialists reviewed the letter, you will definitely get the answer, but at the moment need to wait.

It's been 5 BUSINESS days and still no response.

When was the last time you emailed them?

Sexta , 22/April/2022 08:43

Para:Verification Pin-Up Team

You have to wait. Should reply soon

They told me now to upload on the website a proof of residence, but on the website there is no place to upload such document and the chat says they can't help.

All documents to complete additional verification should be sending on the mail. And then waiting for the response.

Dear Pedro,

Did you provide the casino with the necessary document(s), please? Did you send it(them) to the mentioned email address above? Is there any progress on your issue?

I sent the address proof through the requested email.

Looks like they take 5 days to check an email, so please keep this complaint open until the verification process finishes.

I understand. Sure, I will keep the complaint open.

Once you have any news, please let us know about it. However, count on 5 working days.

We are looking forward to hearing from you soon.

Hello, Pedro,

Was your issue resolved? Is there any progress, please? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Hello, I am sorry for not updating you guys. They asked for a new document (mobile phone contract) which I sent them and still waiting for response.

In this case, you must wait for a response to this letter. Please note that standard response times may take up to 5 business days.

Alright, no problem, Pedro. I am extending the timer and will wait for your news patiently.

Greetings all,

Dear Pedro,

Have you moved anywhere with your problem, please? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you soon.

Another document sent, history of wallet transactions. Still waiting response.

Sure, I understand. I am extending the timer by another 7 days.

Let us know once you receive any news from the casino's Customer Support.

Pedro, was your issue resolved? Is there any progress? Can you please provide us with an update?

I am extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Hello Branislav, after many and many documents sent, they are asking now for information I can't provide. How am I supposed to know all the IP addresses I logged in, as they dinamically change. I really give up, there is no need for such a long KYC since I was already verified and gave them identity card, address proof, e-wallet transactions proof, mobile phone contract. Overall such a scam Company and I would like you to lower their grade and inform users on thia website that they have an abusive and tedious KYC. In this bookmaker you are not allowed to win.

Don't give up prematurely. 

You can try asking your ISP for this information.

As for the KYC, it is requested that there may be any violations on the client's part. There is no deception in this. Most people have gone through it, of those that I have met.

I understand your frustration, Pedro. Please stay patient and positive. From our experience and in normal circumstances, I would recommend you to follow the casino's instructions, but in this case, I am not sure if I understand correctly, what is the reason for requesting this type of information.

Dear Pin-up Casino Team,

Could you please explain to us the reason for this requirement? What can the casino find out in this way if it can find it out for itself? What happens if the player/ISP fails to provide it?

It does not look like a common or standard requirement at all. If I am not wrong, the casino should have this kind of information and it should be easy to check it in the casino's system.

Pedro, it will be enough if you provide us with the current IP by mail, if it is not possible to provide all the IP.

Branislav, this information is necessary to additionally make sure that the user really has permanent access to the account and can easily provide information about his Internet provider

Thank you for the explanation.

Pedro, are you able to provide the casino's Customer Support with the requested information?

Please note it should be sent via email according to the recommendation above.

Dear Pedro,

Is there any progress on your issue? Could you please provide me with an update and answer the question from my previous post?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Pin-up Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru