The player from Portugal is highly disappointed with time-consuming KYC procedures. Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Pin-Up Casino - Player’s criticizing lengthy verification process.
Amount: €675.21
Pin-Up Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Greetings
I made a deposit in the Pin-up bet of 400 euros and was given a bonus of 500 euros. It took me about 3 weeks to roll over that bonus, having to deposit an additional 750 euros. During that time, I checked my account. In the end, I got 676 euros available for withdrawal. I made my first withdrawal, but it was canceled and I was told that I would need to do additional verification. First, they asked me for a selfie with my ID along with my Pin-up profile on the PC. I sent the requested document. After a week they answered me, requesting a new document, this time, a proof of address. I sent it and, again, it was only a week later that I got a response. And again, I was asked for a new document. They requested a copy of the contract for my telephone contact. I sent it again, and so far no answer has been given and two weeks have passed. I have already sent several emails demanding a response and so far no response.
Automatic translation:
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3 years ago
Dear hmg1980,
Thank you very much for submitting your complaint. 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 takes KYC lightly.
It’s quite usual for this process to take a couple of working days to be fully completed.
Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC 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
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3 years ago
Translation
Greetings
Thanks for the answer. I know that the KYC verification process is essential. I've done it countless times on other sites. But in none of these previous checks did I take more than a month as in this case. In addition, your support service has not even responded to requests for response for more than 15 days. This situation is not normal.
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3 years ago
Thank you very much, hmg1980, for your reply. I will now transfer your complaint to my colleague Martin 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
Hello hmg1980!
I will take care of your complaint from now on. I would like to invite Pin-up Casino representatives to this conversation in order to help us resolve this complaint.
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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’, which will have negative impact on the casino's rating.
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3 years ago
Hey, I am a Pin-up Casino representative and I will help you resolve your issue with our casino.
Can you please send your player's iD and the email attached to it.
Sorry again for the issues you are encountering while playing on our casino.
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