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

Dear, Mirka,

The client is undergoing additional verification, and at this stage, documents from the mobile operator are requested. If the mobile operator does not provide such data, confirmation that this is indeed the case is required. Unfortunately, we cannot accept other documents, as there is a list of documents that we request from the client during additional verification.

Dear mirka,

Apart from mobile operation, they are also available in my statementnet or invoice can give

I had mailed on my mobile but I don't get proper reply from there and I get this reply as reply.

Dear Safvan,

I understand that you certainly need help with the Jio services on your number but I am unable to comprehend your query completely.

I would love to help you answer your query right away, the information that I currently have is preventing me from identifying the exact issue faced by you.

I would request you to elaborate your query, so that we can investigate further and get it resolved for you.

Once we have the details, we will take care of the situation with utmost priority and ensure that the issue gets resolved at the earliest.

Awaiting your response.

Hello,

You need to contact your mobile operator and provide us with a document confirming that you are the owner of the number listed on the account. If such documents are not provided by the mobile operator, they should provide official confirmation that they do not issue such documents. Both the first and second options must be confirmed in writing!!! Without these documents, verification cannot be completed.

Dear psefvan,

Please be advised, that you need to cooperate with the casino and provide requested documents. Please let me know, when you will be able to submit the confirmation, that the casino does not provide such documents, or there is other update in your verification process.

Thank you.

Dear Mirka, please talk to Pin Casino and get me a sample of mobile operator so that I can tell my company that this is the type of mobile operator.

Dear psefvan,

The document can be in free form. The main thing is to have confirmation that you are the owner of the phone number listed in your profile. The document should include your full name, surname, and phone number. All of this should be certified with the stamp and signature of an employee.

Thank you for your explanation, Pin-Up Casino.

Dear psefvan,

Please notify me, when you will be able to submit the document.

Thank you

Okay, I will go to your nearest Jio office and talk to them and get the documents provided to you.

Dear psefvan,

Have you been able to move forward in the verification process?

Dear psefvan,

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.

Dear miraka

I went to my nearest Jio office and talked to them. The employee there has given me 14 days working time.

Thank you for the update, psefvan,

Please inform me, when you receive new information

I received this document today

Dear psefvan,

Have you been able to submit the document to the casino?

Dear psefvan,

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.

Pin up The casino rejected my document

Dear Pin-Up Casino,

Could you please specify, if there is a problem concerning the submitted document?

Thank you

Hello!

The client has sent a screenshot of a photo from a phone screen, but we specifically need a photo of this document on paper. Additionally, since this is not a contract with the mobile operator for providing services under the client's number, we also require a paper confirmation that the company does not provide such documents or a refusal to provide such documents with a signature and stamp from a company representative.

Dear pin up casino

Tomorrow I will go to the nearest Jio office and make a complete video and will make you talk to them about the documents I took from them.

Dear psefvan,

Have you been able to make any progress in your verification process?

Thank you

Dear psefvan,

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.

Dear psefvan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.