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

Good afternoon, I request help in verifying my pin-up account, it does not allow me to upload the images of my identity document and the corresponding selfie with the identity document, therefore this does not allow me to withdraw my money, I would appreciate it soon help, regards

Dear fernando1992,

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 uploading your personal documents seems to be the obstacle standing between you and your winnings? Have you been offered any other option to submit documents for the KYC?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good afternoon, I verified my account by sending a message to verification@pin-up.team and they replied that they already did it, but when I want to withdraw a certain amount of money, the following appears:

Go through the verification process and send a selfie near your computer so that your personal account can also be seen.

I do not understand if the corresponding verification has already been carried out, because my withdrawal continues to be cancelled, I request a solution, thanks in advance

Thank you very much, fernando1992, for the clarification. Could you please advise if you sent the requested selfie as well?

Dear fernando1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting 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.