Pin-Up Casino - Player's struggling to verify his account.

I have issues with ongoing verification. I created an account some months ago and this is my second verification. The first one was before first withdrawal, which I passed. This the second. They asked me for a selfie with my player account in the background, I sent them the picture and they accepted it. Then they asked for a utility bill, which I sent.

I contacted livechat support multiple times, but they say they have no access to such information and I need to contact their verification team via email. When I ask their verification team, they send the copy-pasted formula not concerning my question. So I'm stuck with no options left. The worst thing is that they answer emails once in a 5 business day period, so I have to wait 5 days to receive the same copy-pasted formula, there is no communication whatsoever.

I haven't used any bonuses on their site. I successfully withdraw money multiple times from their site. I sent the documents that they wanted, now they asked for my mobile contract which i sent too..i imagine every 5 workings days they will ask for a new document..i imagine next step is asking me a proof of deposit to pin up ..and so on ..and it won't finish because i think simply they don't want to pay out, they could ask for all these documents only once and not only one document per mail.. and i have to wait one week for each document !!!what the hell

Dear jamelbenaichaoui,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you sent the last document and which document it was?

Additionally, 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 very much in advance for your reply.

Best regards,

Kristina

Thank you for your message, my first document sent was on may 5th but they asked me to send it again which was done on may 16 th(selfie with my player account in the background), the second document was sent on may 23th (scan of the document (utility bill) to the address indicated as the address on the Pin-up website) and the last document sent was on may 31th(a copy of the contract with the mobile phone operator by the number indicated in your profile)..

I sent you by e mail all the relevant communication between me and the casino..And from what I saw on your site with the complaints of other players, they will ask me for proof of deposit on their site and then the devices with which I connected and even see the ip addresses with which I logged in!!! I find it aberrant..they ask for only one document each 5 working days ,that means 1 document every 8 ,9 days so i let you calculate the time to take to send 7 or 8 documents!! Hell has already started since May 5th, it's June 6th

Thanks for help , i appreaciate it very much.

Thank you very much, jamelbenaichaoui, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Thank you..Few days ago i received also this mail and i sent them the document too..Now i'm waiting as usual ...

"Greetings!

Thanks for the document provided.

To continue with the verification procedure, you must attach a copy of a bank statement / cash flow statement on the accounts, or a screenshot of the e-wallet transaction history from which your Pin-Up account was topped up. This document is requested as part of your verification of your compliance with paragraphs 6.1.1 and 6.3 of the User Agreement.

Please note that processing of documents you've sent can take up to 5 business days from the date of receipt, excluding weekends and holidays.

Thanks!

Respectfully,

Pin-Up Support"

Hello, jamelbenaichaoui!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello!

We see that an additional verification is being carried out on the account. As soon as the verification is completed, the withdrawal of funds will become available. At the moment, the submitted document is being reviewed by specialists. We are waiting for an answer

jamelbenaichaoui, please, let us know when you will withdraw your funds!

Thank you for your messages 🙂, today i received email from pin-up and they told me that the document sent on june 6th does not show my transactions to my Pin-up account, and asked me to send it with dates between months march and april..I sent them the documents requested ...Once again i have to wait 5 business days (8 or 9 other days..) i hope verifications will end one day !

Verification can be extended and tiring process, but it is needed to prevent potential fraud from both sides, so I thank you for you patience and understanding! I will set a timer for a week, and then we will see how the process is going.

Thank you both for cooperation and understanding,i Hope that the website pin-up will find something faster for vérification ,because players need to play and bet and not to stay about a couple of month to verify their accounts..no dought its a négative point against the bookie , i trusted them because they paid out quickly..i even deposited large amounts (1000 €) , i Hope they will be as fast as possible to finally end this verification process..Thank you

Hello, i'm still waiting for the casino email..

Hello in june 20th i received an other mail asking me :

"To complete the verification procedure, you must attach a questionnaire with detailed answers to 2 questions to your response to this letter written down:

a) From which devices (indicate name, device model and operating system version) you had accessed the Pin-up website;

b) The names of all communications providers, IP addresses and cities which you used to access the Pin-up site."

I think after this verification email there is nothing more to say!!! I have NEVER, but NEVER seen such a verification what do I really have to prove again?!

Hello, jamelbenaichaoui! Is there any progress with the verification after the last e-mail that you have received?

Hello Pavel, no i still wait.. Meanwhile I sent them what they are asking for, but I'm not really convinced by this "strange verification procedure"..

Thank you! I hope that the verification will be finished as soon as possible!

Thank you for your message..again and again i received an other mail ..

"Greetings!

Thanks for the information provided. Sadly on a previous phase you did not provide your MuchBetter statement, this method was used on 2023-04-10.

To continue with the verification procedure, you must attach a copy of a bank statement / cash flow statement on the accounts, or a screenshot of the e-wallet transaction history from which your Pin-Up account was topped up. This document is requested as part of your verification of your compliance with paragraphs 6.1.1 and 6.3 of the User Agreement.

Please note that processing of documents you've sent can take up to 5 business days from the date of receipt, excluding weekends and holidays.

Thanks!

Respectfully,"

Once more documents sent as fast as i received the mail..i think it's not respectfull doing that , you could ask for everything from the first time, from may 05 th.. we are june 28th ..i have to wait an other 5 working days ..see you in july 5th ...i have no words to say !!!!!!!!!

jamelbenaichaoui, have your documents been verified yet?

Hello, it seems that my documents have been verified because i reveived my first withdrawal requested (1300 eur max amount) , my second withdrawal was canceled and i don't know the reason ! so still about 4700 eur to withdraw ..

Hello, my second and third withrawal requested by neteller were canceled, pin up asked me to contact neteller because my wallet declined the transactions.. I contacted neteller and here's the answer:

"Hello jamel ben aichaoui ,

Thank you for contacting NETELLER. 

I would like to confirm that your account is open and fully operational, thus, there should be no reason for us to decline any incoming payments."

I also requested withdrawal by muchbetter, it was cancelled too..

So I think I'm face to an other problem after verification process.. Now it's payment issue.. 😒

Pin-up Casino Team, is there any type of proof of communication between you and Neteller, that can confirm that player's withdrawals have been rejected by the payment provider?

Hello!

In this case, we have nothing to provide as evidence of cancellations on the side of the payment system. We are currently experiencing temporary difficulties with withdrawals using the Muchbetter and Neteller methods, in connection with this withdrawal of funds are being rejected. We recommend that you use any other available method for withdrawal, if this does not make it difficult for you, or try to retry the withdrawal attempt to the indicated wallets later

jamelbenaichaoui, please, try another payment method, and, if it will not work, we will try to push the investigation further. Thank you for your patience!

Dear jamelbenaichaoui,

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.

Thank you for your messages, currently I am abroad(France), I can not connect to pin up to request a withdrawal, the site does not allow it and can possibly confiscate all my money if i request a withdrawal from abroad . I will be back home on August 20, 2023 (in a month)..And anyway, I can't withdraw with another means of payment since I deposited only with neteller and muchbetter.. and as luck would have it, these two means of payment are unavailable for the moment! I hope by then 🤞 everything will work as before.. I also noted that I can no longer bet more than 1 € per bet, which leaves me perplexed for the rest..

jamelbenaichaoui, I understand. Then, I suggest that I will set the timer till the 20th of August if that is okay with you, and then we will be acting according to the situation.

Hello,i've juste came back home and request a neteller withdrawal,max withdrawal IS 1300€,i contact you once i receive m'y withdrawal.Thank you

Hello, I requested 1300 by neteller and it was cancelled today once more... It's more than one month and a half since my last withdrawal by neteller, now they don't want to pay me!!! Can they just tell me what mean of payment they can send me my money please? Thank you

Once again money requested by muchbetter

Withdrawal requested by muchbetter and again and again withdrawal cancelled with no reason!!!!

jamelbenaichaoui, is there any other payment method available in the account?

Yes,visa,maestro,skrill,ecopayz and crypto ,i have a skrill account and crypto one but i did not deposit with,so if i deposit then they will Ask again and again for account vérifications!! Even God won't Ask me for all thèses documents to send me to heaven or to hell 😉..i don't have money in these wallets anyway..i'm sure if i deposit again by neteller thé transaction will be successful,but when i request withdrawal every thing does not work ..i'm waiting since may 5th with all the vérifications then now they pay once every three month..if its not all that bullshit! Thank you for understanding

Thank you!

Pin-up Casino Team, is there still an issue with Muchbetter and Neteller methods?

Apparently, yes, everything is the same 😔 Submitted a request to clarify the reasons for the current cancellations

Dear jamelbenaichaoui, yes, you can use another method in the current situation, our specialists will review the request

Thank you for answer, i cancelled my withdrawal by neteller and i requested an other withdrawal by skrill, its the same adress mail for both.

Hello, i requested a withdrawal by skrill..And it was cancelled too! I contacted an agent by live chat and the answer was this:

"The requested reference number is TS-746276. Please wait up to 72 hours (this is the standard time, sometimes the deadline can be extended). Once our Finance Department experts solve the issue, you will be notified by email indicated in your Profile. If in 72 hours you do not find an answer in the mail - please do not hesitate to contact us through chat again and provide the reference number of your request. The support agent will be happy to inform you about the progress of the check-up, Jamel."

So unfortunately, your specialists did not review the request sir 🙁

jamelbenaichaoui, there are two things that I can suggest you to do - try again another withdrawal method or wait for the mentioned time interval and try to withdraw with Skrill again.

jamelbenaichaoui, you do not need to wait for an answer on the task from specialists - I have already received it. They recommend creating a request for a smaller amount, for example 400 EUR, and if the cancellation repeats, please let me know again

Thank you for your message, things are going much better, I receive 400€ per day, I have received half of my money at the moment, I have to make another 8 withdrawal requests to have the full amount.. I am at the moment limited in play (1€ per bet) if this problem is solved I could continue to bet on this site, I will keep you informed for the rest.. Thank you

Hello, I continued to receive my withdrawals , but for two days my withdrawals have been canceled, I still have to withdraw around 1500 euros... I hope there will be no withdrawal problem for skrill too

jamelbenaichaoui, please, try once more with the Skrill and if your withdrawals keep getting rejected, I will invite the casino one more time.

Dear jamelbenaichaoui,

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.

Thank you Pavel, my withdrawals were rejected several times these last 10 days.. still 807 eur to withdraw..

Pin-up Casino Team, is there any reason for rejections of player's withdrawals?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello

As we can see, at the moment the remaining 807 euros were successfully withdrawn 2023-09-16

jamelbenaichaoui, can you confirm that you have received your last withdrawal?

Dear jamelbenaichaoui,

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.

Thank you for your message, and thank you for your help regarding this problem. It lasted from May until September, a bookmaker that did everything to find a loophole in order to confiscate my money, I experienced a marathon verification of my account, they did everything to do it very slowly, they asked for a single document each time and they responded sometimes positively and sometimes negatively a week after sending the requested document..basically I was there to bet, I won 6000 eur and from that moment on, the ordeal began, they did everything to ruin me psychologically hoping that I would drop the deal, 3 and a half months of checking the account and a month and a half to receive all of my money!! it's absurd, I can't ignore this without expressing all my anger towards this bookmaker, they limited my bets, they don't want winning bettors..my nightmare is over like a sick person who got by miraculously from a desperate illness..

jamelbenaichaoui, it has indeed been long and tiring process, but the main thing is that you have finally got your funds!

I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team