Pin-Up Casino - Player's experiencing issues with withdrawals.

I have a problem with withdrawal in casino. This is not the first time I played in this casino. I even had 1 win and withdrawal earlier. But when I won for the second time casino requested some additional verification. I provided the documents as requested but casino requested the same document all the time. Maybe you can help you to solve this issue with the casino because I don't understand what is wrong. I would appretiate this.

Dear Reiter,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please confirm that you have provided all the required documents? Do I understand correctly that you have not yet received any confirmation regarding successful 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,

Kristina

I have provided a couple of documents as proof of address but casino did not accept any of them and at some point they stopped replying to my emails. It was long time ago.

Thank you very much for your reply, Reiter. Have you been informed what specifically seems to be a problem with your documents? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

I have sent the relevant communication to your email. Frankly I don't understand why they could not accept my documents. I hope I can find an answer with your help.

Thank you very much Reiter for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, Reiter,

I apologize for my delayed reply, and I am sorry to hear about your 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,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw his winnings?

Thank you in advance for providing the information.

Hello Reiter! The casino can request an additional verification procedure at any time. This is normal and according to site rules. You have been sent a new email about verification, please check your inbox.

Dear Reiter,

Did you receive the mentioned email from the casino regarding your verification? Could you please provide us with an update? Is there any news?

Yes, casino requested utility bill again. I have just sent the requested document.

Yes, I see the email. Let's provide the casino with a few business days to review your document.

Once you have any news from the casino's Customer Support, please, share it with us.

Casino requested one more document. I have sent it

Greetings all,

I am sorry for the delayed reply.

Is there any news regarding your verification, Reiter? Could you please provide us with an update?

I have sent another document that casino requested.

Alright, I understand.

Let's stay patient and positive. I will wait for your update.

Please let us know about any news or progress regarding your issue once you receive a response from the casino. We are looking forward to hearing from you.

Dear Reiter, a new email has been sent to you, please check your inbox.

I have just sent a reply to your email.

Greetings.

Excellent. Expect the result of the check from our specialists to your email.

Thank you both for the updates. Good to see we are moving forward.

Dear Reiter,

Please, let us know once you have any news from the casino.

Dear casino, I received an email that the additional verification procedure is completed and the withdrawal is available to me again but my balance in casino is 0. Can you check it please.

Greetings!

Congratulations on passing verification :)

Tell me, how long ago and how much money was on your balance sheet?

We also recommend that you write to the support chat on the site, they will also be able to advise on this issue.

Great news!

Reiter, could you please answer the casino representative's question above?

Did you contact the casino's Customer Support? Do you already know where is the problem? Do you have any pending withdrawals in your account?

I have sent an email to casino support and waiting for reply. I had about 1,754 EUR on my balance. It could be because I haven't used my account for a long time. When I logged in last time to withdraw the page asked me if I want to activate my account again or something like this and after I saw 0 balance. There is no pending withdrawal.

And what does "a long time" mean, please? Do you know approximately how long you have not used your account? This is very important information.

I think about one year or close to it. Why is it important?

It is important to know it due to the casino's rules related to dormant accounts policy.

Have you already been contacted by the casino's Customer Support? Do you have any news regarding your balance, please?

When I contacted casino per email I was asked to contact the online chat. I have contacted the casino in chat and the agent told me that ticket TS-401787 was created to check this information. Today I received this treply "Thank you for cooperation! According to our financial department, unfortunately, this write-off was not found."

So I still don't know what happened to my money. I hope you can find out more.

Thank you, Reiter, for the update.

Dear Pin-up Casino Team,

Could you please help us again and look at the player's problem (missing funds)? Do you know what happened in his casino account during his inactivity? Why has his balance been decreased to zero?

Greetings!

I have re-contacted the finance department to resolve your issue. At the moment, task TS-401787 has been returned to processing. We are waiting for a response on it. This may take up to 72 hours, please wait for a response to the email address you provided in your account.

Alright, thank you very much for your help.

Dear Reiter,

Please, let us know once you receive an email from the casino regarding your issue and share the results of its investigation with us.

Looking forward to hearing from you soon.

Dear Reiter,

1754 euros have been returned to your balance, you can withdraw your funds.

Good luck!

Thank you very much! I will try to withdraw now

Unfortunately my withdrawal was canceled. I will try one more time

Your withdrawal is being processed and has not been cancelled. Please wait.

Your withdrawal request has been processed. Since the money was returned to you manually, no turnover of the deposit was made. For this reason, you had a commission when withdrawing money. This commission was returned to your balance. Do you want to withdraw the entire amount? If yes, please let us know so that there is no new fee.

Before creating a new withdrawal request, please write to us 🙌🏻

Thank you both for the updates and information.

Dear Reiter,

Could you please answer the casino's question and let us know about the progress in your issue? Have you already received your disputed funds?

Yes, I receved my money already and I want to thank you for your help!

Congratulations on a successful withdrawal.

Glad your issue is resolved.

Good luck :)

What great news! Thank you, Reiter, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, Pin-up Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru