Pin-Up Casino - Player's deposit verification was delayed.

Hello dear Casino Guru,

I made a €500 deposit to PinUp Casino using LTC cryptocurrency. After my deposit, my account was locked, and the casino requested verification. I completed the verification process, and it was confirmed by the casino.

Subsequently, they asked me to confirm my deposit method. I provided two screenshots: one showing my deposit and another showing my account. However, this was not sufficient for them. They requested the following:

A screenshot of my personal account where the wallet owner's information is indicated.

  A recent screenshot of the payment, indicating the date the payment was made.

Despite my efforts, the casino ignored the provided screenshots (attached to this message) and continues to make unreasonable requests for personal information related to cryptocurrency. As you know, cryptocurrency transactions do not involve personal information.

I have not made a single bet at the casino nor received any bonuses. I urgently need your help with this issue, as my €500 is currently stuck in the casino.

Thank you for your assistance.

Best regards,

Pavel

Dear pavelkoci1961,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the communication from the casino regarding their KYC demands? My email is tomas@casino.guru
• Do I understand correctly this was your first and only deposit in the casino?
• Have you requested a withdrawal right after depositing the funds?

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

Best regards,

Tomas

Hello.

Yes it was my first and the only deposit. I did not want to make withdrawal. I wanted to get first deposit bonus and play. I have short conversation via email with the casino and I provided you with the general request from them. The same I was told in chat.

They requested the following: "A screenshot of my personal account where the wallet owner's information is indicated. A recent screenshot of the payment, indicating the date the payment was made."

Did you see screenshots I attached to my complaint?

Is there any other personal information filled out in your wallet app profile, that you would be able to share with the casino for verification purposes?

Dear Tomas,

There is no any wallet when using cryptocurrency. I use a program called Trust, which is just a useful interface for using Blockchain. There is no any personal information there. I provided you and casino with screenshots. I dont understand guys. Have you ever used crypto in your life!? Blockchain dont use private information. One is not asked to provide ANY personal information to use the Trust program. Blockchain is anonymous, no names, no emails - nothing is associated with the specific addresses. It is not Skrill, Paypal or something similar!

There is no any other personal information.

The casino uses this ridiculous excuse to keep my money. As I told I provided a screenshot of transaction from my wallet to casino! I am the owner of this wallet and I made deposit from it!

Thank you very much, pavelkoci1961, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi pavelkoci1961,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Pin-Up Casino to the conversation to participate in the resolution of this complaint.

Hi pavelkoci1961,

Please also send a screenshot of your transaction history showing the deposit you made on the site.

You already have my screenshot with deposit confirmation. I provided it also to Guru. But you ignored provided screen shot of my deposit to PinUp.

You sent a screenshot of the deposit, but you need to send the specialists the "Transaction History" showing this deposit.

No problem. I will send it here tomorrow. By the way why you asking it? You already have screenshot include transaction number. It is enough for you to confirm who is the sender of the money. It is looks like you are guys doing everything to keep my money as long as possible in casino. Just creating ridiculous requests.

This is just to provide the specialists with more data. They will review everything and make a decision afterwards.

Here is requested screenshot. My deposit to PinUp casino in transaction history.

Best regards,

Pavel

Hello! You need to send all these screenshots along with the transaction hash in text form to the specialists via email.

So send me email request for this and I will reply to it.

As you again ignored me and did not provide with email request, I sent all the information and screenshot as reply to our previous email conversation.

verification@pin-up.support

Hope your email support is informed about Guru complaint correspondence.

Hello! You need to send a screenshot from your personal account without any highlights or other modifications, as well as a screenshot of the payment with a specific date, not "Today."

You need to pay my money back and stop requesting ridiculous things! You got all you asked!

Dear Casino Guru

There is no such a thing as personal account when it comes to Trust wallet. How can I explain this to the casino people? I have sent a hash number of my transaction to the casino. With that number anybody in the world can see all the details of my transaction including dates etc. But these casino people insist on more and more screenshots - just to delay the payment to me as long as possible.

Please help

They ask the screenshot to contain the specific information as if it is my personal application which I can modify any way I want.

I made deposit from a certain address - they should just return my money to that same address which I control !

Dear pavelkoci1961,

If the casino needs the screenshot without any highlights or other modifications, and a screenshot of the payment with a specific date, not "Today", please send this to them. Since it's your wallet, this shouldn't be a problem. Let me know when this is done.

Dear Pin-Up Casino team,

Regarding the requirement above "A screenshot of my personal account where the wallet owner's information is indicated", please keep in mind that there is no such thing as the owner's information in cryptocurrency wallets.

They paid. Thank you very much for you help.

Best regards,

Pavel

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, pavelkoci1961, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter