The player from Germany is having difficulties withdrawing winnings due to incomplete verification. The casino managed to guide the player and the verification process was completed. The player also received his winnings and the complaint is resolved.
Pin-Up Casino - Player’s struggling to complete KYC verification.
Amount: €516
Pin-Up Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I played at the casino in January and won. Casino even paid me part of my withdrawal but after that the casino asked for additional verification. I submitted all the documents, but my account is still not verified. They don't ask for new documents and all withdrawals are refused. Customer service has no information and I don't understand what the problem is. Please help me.
Automatic translation:
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3 years ago
Dear Dinok,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Which documents you have already provided and when exactly?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
I sent a selfie in February with the casino page in the background and my passport. After that, the casino requested proof of address. I sent it in March and then in April because they didn't accept the first document. Then they requested a contract with the mobile operator. Since I have a prepaid SIM card, I sent my phone bill to the casino. That was in April and the casino hasn't written to me since. They don't answer my emails either. I also forwarded the email to you. After that I contacted the casino several times but without success.
Edited
Automatic translation:
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3 years ago
Thank you very much Dinok for your reply. I will now transfer your complaint to my colleague Martin 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.
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3 years ago
Hello Dinok!
From now on, I will take care of your complaint. I would like to invite representatives of Pin-up Casino into this complaint in order to help us to resolve the complaint.
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3 years ago
Dear Dinok,
You have been sent a request to your e-mail, please check the presence of the letter.
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3 years ago
Translation
I have sent you a screenshot of my Ecopayz account. Please let me know if there is anything else you need.
Automatic translation:
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3 years ago
Hello Dinok!
Was there any development since you submitted the screenshot of your Ecopayz account?
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3 years ago
Translation
No, I still haven't got a response from the casino.
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3 years ago
Dear representatives of Pin-up Casino,
I would like to ask you to let us know about any development in this case.
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3 years ago
Translation
I got another email from the casino. They wanted to know what kind of device I use for surfing and which internet provider I have. I replied to the casino
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3 years ago
Dear Dinok,
Consideration of documents takes up to 5 working days, wait for a response to your mail.
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3 years ago
Translation
Casino finally verified my account and I have already received my money. Thank you very much for your help
Automatic translation:
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3 years ago
Hello Dinok!
I am delighted to see the great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
