Pin-Up Casino - Player’s struggling to withdraw from the casino.

Dear,

On 01/04/2023 I made a withdrawal in the amount of R$ 10,000.00 from Pin Up through Pix to my bank Bradesco.

Money was deposited, but immediately there was ′′ precautionary block ′′ and Pix returned to Pin UP. In conversation with the bank, it reported that Pin UP canceled the Pix, so the money was returned.

I made a complaint at Pin Up through the TS-523061 protocol, but so far I haven't had a response. I ask for your help to receive my money, as it did not go to Bradesco's account and did not return to Pin Up.

Attached proof of receipt.

Grateful,

Tiago

Dear tiagog84,

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. Have you made any successful withdrawals before with the same payment method? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Tomas

Good evening!

Yes, my account is fully verified. I made a withdrawal before the problem and several more after the problem. However, the withdrawal of R$ 10,000.00 went wrong and I still haven't received the money, it wasn't even reversed to my account. I don't have any active bonuses.

tiagog84,

Has the transaction returned to your casino account since your last message? Has there been any message from the casino since you submitted a ticket to them? If there is any relevant communication between you and the casino, please forward it to tomas@casino.guru

Yes, the issue was resolved and the money returned to the account. Thank you very much!

Do I understand correctly your subsequent withdrawal request was successful? Please let me know.

Yes, it was successful. You can close the claim. I appreciate the support

Dear tiagog84,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Tomas

Casino.Guru