Pin-Up Casino - Player’s account has been blocked.

I had deposited some amount in pin up casino and my KYC was also complete, still pin up casino owner blocked my account for audition KYC and I also had some amount in it which I want to get back.

Dear psefvan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

I have already done my KYC, still these people asked for documents again for additional KYC, I gave them also, still these people blocked me and I have been facing this problem for 20 days.

Hi psefvan,

It appears that your casino account was blocked due to a failure to submit the requested documents within the specified timeframe.

• Do you have any additional correspondence with the casino that could shed light on this matter? If so, please forward it to petronela.k@casino.guru.
• Furthermore, could you specify which other documents were requested from you?

Thank you.

Dear sir They asked me a lot of documents which I have given them like Aadhar card, PAN card, selfie pin up ID with screen shot & utility bill. Now these people are asking for these documents: mobile operator paper contract. Which my mobile operator company has stopped sharing

Thank you very much, psefvan, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear psefvan,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pin-Up Casino representative to join this conversation.

Dear Pin-Up Casino,

Could you please provide clarification on how to proceed with the verification process?

Thank you in advance,

Mirka

Hello Mirka. To continue the verification process, the client needs to send to our email a document from their mobile operator confirming that the mobile operator does not provide such documents.

Hello pin up casino & miraka If the company has stopped asking for these documents, then where can I get it from?

Dear psefvan,

I am not sure if I understand your message correctly. Is there a problem with obtaining confirmation from the mobile operator?

I don't have mobile operator's document. But apart from this I can give some other document.

Dear psefvan,

Could you please confirm, if you have been able to progress in your verification process?

Thank you.

Yes i send you other documents

Aadhar card, Pan card, licence, passport, voter I'd, selfie, e bill

Dear psefvan,

Did you get any update on the verification of your documents?

No

Hello Mirka. At this stage, the client still has not provided the requested documents from their mobile operator.

Hello mirka Company has stopped giving mobile operation documents, apart from this I can give all the documents and I want my under money back.

Dear Pin-Up Casino,

Could you please advise the player, if it would be possible to submit a different type of document to complete the verification process?

Thank you