Pin-Up Casino - Player’s struggling to complete account verification.

Hello,

I opened account on this casino for around 35-45 days ago, deposited around 100-150$, win some bets everything was ok, untill the voided my bet and didn't allow me to bet anymore, after I wanted to make withdraw they told me that I need to do additional verification (I already did normal verification on site, sent ID and adress proof). They are always very nice on their live support chat on telegram, but would never help you anything. On mail they asked from me again proof of adress, I had to send again two times on mail (even I sent that on site already and is aproved).

For the start I saw that they don't have any intention to pay, they answer on mail ever 5 days, sometimes even more, last mail they asked from me to send contract with mobile operator with visible phone number registered on their site (???). I was pretty shocked with that , why is that important for verification on account at casino??

I answered them the truth, said that I am prepaid customer and don't have any contract with mobile operator, but can easy do video or any kind of verification they want, after 7 days just sent me same mail as previous. After you contact me I will sent you all our conversation to see.

Dear Vladan,

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.

Do I understand correctly that you have provided all the required documents? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Hello Kristina,

I sent some od documents even 2 times, cause looks like they dk not even check mails and ask again. That is why I think that they don't have real intention to pay.

As already said if you read in first complaint that in last mail they asked from me contract with mobile operator where is visible number registered on their casino, if you can explain what what kind of verification is that? i verified si far 150+ online bookmakers never had such request. I answered them, that I don't have any contract with mobile operator, I am prepaid customer and don't have contract. After that they just sent same mail as previous asking same, and very important they answer on mail one per week. I can send them anything they want, but can't something that is impossible for me .

I will send you our conversation on private mail.

Thank you very much, Vladan, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Vladan

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague Kristina stated, KYC, as well as AML, is a very important and essential process.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more userfriendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Pin-up Casino to join the conversation.

Dear Pin-up Casino

As the player said they are incapable of providing a document they do not have. What other documents, can the player supply to expedite the verification process?

Thank you, I am ready fully to cooperate, but they aren't, sending only robotic answers on mail, and need to wait 7 days for responding.

Some casino that has such good review on your forum should be more friendly and more fair. I understand that kyc is standard procedure, but do not understand this kind of kyc.

Hello!

Describe your difficulty in detail in the response letter to the mail with which you were provided with the answer of specialists.

Your difficulty will be reviewed and an answer given for that difficulty will be provided.

Already explained two times. Let's short this, for me this becomes so anoying, never had such unproffesional behaviour from any casino and I had more than 100 accounts online. Are you ready to solvde this problem or not? If yes, lets finish this, say what you want, answer me on mails asap not after 7 days and maybe we will solve this, all this has no any sense. I would give you 1/10 review.

Dear Vladan

I understand your frustration, but how about giving it another go and trying to explain to the casino why you can't provide all the required documents? I know you already exchanged emails with them regarding this matter, but maybe there was some misunderstanding on their side. It's worth trying.

Dear Pin-up Casino

As mentioned previously, the player is incapable of providing a document they do not have. What other documents, if any, can the player supply to finally successfully finish the verification process?

Michal, all communication on the additional verification procedure is carried out exclusively by mail. Unfortunately, I cannot specify what document the client can provide.

Vladan must describe the situation in a letter by mail and specify there what alternative document he can provide. Within 5 working days, he will definitely receive a response from specialists.

Ok, I sent another mail, explained situation, but due to behaviour so far, I am not optimistic about this situation, very unprofessional behaviour from one casino, ver very. Hope so that we finish this, but imagine they need 5 works day to answer on mail. Here they don't know anything, didn't even try to check.

Thank you for the response Pin-up Casino.

Dear Vladan

As I mentioned previously, I fully understand your frustration, but please understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks. Once again I can agree with you that the whole process can be done more quickly, but the casinos need to follow certain processes that are required by their regulations.

Let's stay positive and hope once you will be able to provide additional required documents, the process will successfully finish ASAP 🙂

Looks like that we are all just wasting time here. As it was obvious from start they never had intention to pay. I understand what is kyc, I passed that in 100 online bookmakers, but never meet this kind of behavior from other side.

This is 3rd time that they send me this mail after I explained them and asked them for another document.

And if please can someone explain, why the fuck is this document so important for verification???

Answer is that he js not important, just is hard to have that, doing that to give up from verification.

Dear Pin-up Casino

Can you please explain why are you asking for the mobile phone contract, when the player has multiple times explained that is incapable to provide this as the player is using a mobile prepaid card?

What other documents are needed to successfully finish the verification process?

Hello! You can provide top-up receipts that you have made on your phone. Phone number verification is an important step to complete additional verification. Even prepaid phones have information or a statement about replenishment.

Ok,

I just went to market and sent you top-up receipt with visible phone number.

Thank you for your quick cooperation, Vladan.

Dear Pin-up Casino

Is the top-up receipt sufficient for the verification process to be finished, or do you require any additional evidence?

Unfortunately, we do not have access to the requesting documents. All information is provided to the client by mail by responsible specialists. If the letter has already been sent, then you need to wait for a response. The standard processing time for such letters can take about 5 business days

Sorry Michal,

But you answered in wrong thread. 🙂

Here we talk about pin-up not gg.bet 🙂

I apologize, Vladan.

Yes, my previous response should go to another complaint thread, sorry for that.

Was the mobile number top-up receipt accepted by the casino in the meantime? Has your verification been finished by any chance?

Hello,

Not yet, no answer from them on mail so far.

Thank you for the update, Vladan.

As the casino representative wrote,

"The standard processing time for such letters can take about 5 business days."

So we need to be patient for now, I have my fingers crossed that your verification will be successful 🙂

Please watch this😀

What details/statement? Can you please give them 1 in your review and I don't want their money. Just save ither people of this s**, scam casino.

(original message was edited because the user used forbidden foul language)

Greetings!

We are sorry that you have such an opinion about us.

The company cannot be fraudulent, as it is licensed and operates in accordance with the rules and standards specified in the User Agreement.

Additional verification is carried out in accordance with paragraph 10.4 of the rules:

10.4. At the first sign of any fraudulent account activity or failure to comply with the Terms and Conditions of this agreement, the Company reserves the right to temporarily suspend the account while the security department carries out an investigation. Usually, an investigation takes from 7 to 30 business days, excluding weekends and holidays. This period is subject to change in each individual case.

Company is very fraudulent, is more than obvious from this kind of behavior. You are just asking for new and new stupid things that don't have any serious connection with real verification.

What do you want? What kind of statement?

Is this some kind of joke, you needed 5 days to answer , and you don't need to up to 5 days, you need 5 days, cause on every mail you answered after 5 days and I am oretty sure that us also part of your tactic to make your customers crazy to give up from this s*** that you ask .

I don't need that money any more.

YOU ARE S**, SCAM, *** YOUR LICENSE.

(original message was edited because the user used forbidden foul language)

Dear Vladan

I understand your frustration, but I have to warn you that this kind of language, won’t be tolerated. You must not use abusive or aggressive language. One more attempt to verbally attack will lead to your profile being permanently blocked on our website. We are here to help players, and we have zero tolerance for such behavior.

Dear Pin-up Casino

Can you please explain why are you still asking the player to provide details/statements of the balance of the SIM card when the player numerous times stated that he has a prepaid SIM card? The player has sent you a top-up receipt with a visible phone number is this not sufficient?

What else is needed to successfully finish the verification process?

Dear Michal,

I am really sorry, it won't happen again, I promise, but everything is clear here. Just try to save someone else to not deposit there. They everytime need exactly 5 days to answer.

This is just one not trust casino, do not deposit there if you read this and that is all.

I can provide anything normal, all that you want, video call, any kind of selfie, anything, but not this kind of scamish attempts of some not important staffs for verification

Vladan, as we previously informed you, we have a license, there is no fraud, we work honestly and transparently, in accordance with the rules of the user agreement, which you should have read when registering on the site.

All documents are requested by specialists as needed. Phone number verification is an important step to pass additional verification. You must ask your mobile operator for a statement of telephone top-ups. Even a client with a prepaid SIM card can receive such a document.

We understand your discontent, because waiting is always unpleasant, but letters are considered within the time limits established by the regulations.

Please send the documents requested by specialists and wait for your letter to be considered.

I won't send anything, cause I can't send such unimportant thing, is impossible for me.

For me this case is not resolved and this casino should get bad review.

Just last update.

After my last post here, I got this maik from them, even I didn't send anything more

I made withdraw and got money, they took 5$ of some fee or what, don't know what for, no metter.

This isn't change my opinion.

Worst experience with one casino ever, I would never again open account on this casino, if you don't want that some play games for you 2-3-4 months, never register on this casino.

Many thanks to Casino guru and you Michal, without you I would never get my money.

Dear Vladan

I have communicated with the casino via email as well and tried to explain the situation and what we think would be a fair approach to your case, it looks like we were able to find an acceptable solution.

Do I understand correctly that you have received the funds successfully?

Hi Michal,

Yes I received my funds.

One more time big thanks to you.

But here we talked for 300$, imagine what will they do for bigger amount.

Great news, Vladan. I'm glad to hear that you successfully received your winnings.

Every case is approached individually and it basically doesn't matter what is the disputed amount, it depends on the situation and facts. We always try to find the best solution and I'm happy we were able to solve your complaint.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you and I would like to wish you all a Merry Christmas.

Best regards,

Michal