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

Hello I am trying to withraw money from their site, first withdraw of 500€ was successful. Another one of 500 was cancelled because they wanted another kyc proces of my selfie with id and my pin-up profile on the screen next to me. I sent it on their verification email and they answered me they need again that photo with better quality a sended another one with really good quality and they told me that i have to wait 5 days. And I waited for 7 and I still cant withdraw. I sent them like 5 email whats going on but they didnt replied on it. And on webpage support they are keep saying that i have to write email and wait!! I have 1822 euros there. f**k it. I think I will never see that money. My last money

Dear viliam,

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? Could you please confirm that you provided all the required documents?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Lastly, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language.

Thank you very much in advance for your reply.

Best regards,

Kristina

I went trought verification right after registration successfuly. They asked me for ID and Driving licence which I provided to them. After 3 days of betting there I tried first withdraw if company is paying out. They payed first withdraw worth 500€ without problems . But after weeks I tried another withdraw also worth 500€ but they cancelled it and asked for additional KYC verification, which consisted of Selfie with my ID and screen of laptop with my profile of pin-up.bet opened next to my face. I provided that also and they told me after that i have to wait 5 days for verification. I waited 8 working days tried to contact them again but without success.

Wow they answered right now that KYC verification is successfully completed. I sent some emails to gaming licenses institutions, also here and on the another company like that and someone made things going. Thank you all for now. Now I have to wait 24h to see if the withdrawal from pin-up.bet will be successful.

viliam, thank you very much for your reply and update. So let's wait for a few more days and see. In the meantime, please, keep us updated and if there is no development, we will intervene.

Dear viliam,

Has there been any news? We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.