Pin-Up Casino - Player’s struggling to withdraw his winnings.

Hi there!

This casino is delaying my withdrawal since a mid of February always asking me about additional verification and requests from me some additional documentation to provide with them. We had more or less active correspondence until the end of April and after that, I did not receive any updates from them. I always sent them requested information and even did not have delays with it. Besides this, I already had a cashout from them in January in the amount of 1995 euros. My account is open and when I make a withdrawal request, I guarantee the next day it will be rejected and there is no explanation from the casino. why? My account status in the casino: verified (I will provide a screenshot with you).

I do not have anything against them as the casino looks pretty nice and I would prefer to stay with them for a long time but I would be glad if they paid me my winnings and having an improved the verification team.

I hope for your support, CasinoGuru team!

Dear ThoMasAN,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Is this an additional account verification or you have never been asked to verify your account in the past? Have any of your personal details or payment methods changed recently?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela!

Nice to hear from you!

The problem is that I was never informed whether the document I provided on their request met their criteria or not, and judging by the screenshots of the conversation with this casino, they asked more and more documents, which, of course, I shared with them. Before the first payment, as far as I remember, the casino did not ask for any documents from me. None of my data or payment methods have changed recently. And now, the casino is generally silent and does not respond to my requests.

Thank you very much, ThoMasAN, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Thomasan, I'll be assisting you from now on in your case. I would like to ask Pin-up Casino to join us and help us resolve the player's issue.

Hello ThoMasAN!

The thing is, you have a contract with a mobile operator with a number that doesn’t match the number in the profile. Your question has moved to a department that deals with these matters.

Dear Pin-Up,

I am sorry, I made a bad screenshot the first time. I sent a new one screenshot which shows the number that is indicated in my casino profile. The second number is also my number. It was saved in my profile as a contact number. As I already mentioned this is a prepaid number and I don't have a contract with the operator.

Dear ThoMasAN,

As you have just sent the new verification photo, it might take a little time to be verified. Please let us know if it happens or if there will be any update regarding the case.

Hi,

Sure, I will keep you up to date regarding this case when I get some news from Pin-Up verification department.

I'll now set the timer to 7 days, until we recive update from the player regarding the verification.

Dear Nick Bacon,

Still nothing... I sent them the requested document with an explanation but did not receive any updates regarding my account verification till now.

Dear Pin-Up Casino,

Could you please give us some information about the verification process? What's the status of it and when can the player expect to be verified?

Hello

Our verification department are carries out additional inspections to this account. No more than 5 days passed from the last request. 1 request = 5 days for cheking.

Dear ThoMasAN,

Could you please advise the status of your account? Is it verified or are you still waiting for it?

Dear Nikolas,

Unfortunately, there are no updates from the casino regarding my account verification at all..

Dear Pin-Up Casino,

Could you please give us some exact information about the process? When can we expect the verification time or is there any issue regarding the verification documents?

Dear Nikolas,

The client has passed verification, the withdrawal of funds is available on his account :)

Dear ThoMasAN,

Could you please confirm that your account has been verified and if you are able to withdraw your money from there? Also please let us know if you will do so we can be sure that the complaint will be closed correctly.

Dear Nikolas,

I did not receive any notification from the casino regarding my account was successfully verified but I will try to withdraw a part of my winnings and let you know if they paid.

Based on the casino's last post you should be able to withdraw now. Please let us know so we can be sure that the account is verified.

Hi Nikolas,

Yes, I got the message from the casino that my additional verification was successfully passed but I am not sure that the problem was resolved at all. I was trying to withdraw a part of my winnings (they have limitation per 1 transaction) to my Ecopayz account (account from which I made my deposits) but it was rejected in some of the reasons. I would like to try request one more time to Ecopayz and after that I'll let you know whether they paid or not.

We always consider a case resolved only if the money arrives on your account so it won't be closed for sure. Please let us know if the Ecopayz withdrawal worked this time. If not we will ask the casino the reason or an alternative withdrawal method.

Ecopayz withdrawal did not work and I tried to withdraw to Bitcoin but there were some issues from the casino side. Today I finally managed to withdraw to Bitcoin. So I am waiting for the payment now. I hope it will work.

Please let us know when if the payment arrives to your wallet. Crypto should arrive faster than an usual payment method so let's hope it will reach you today.

My withdrawal is still pending and I requested only part of my win. I will let you know when it will be paid

Will be waiting for the news from you. Please let us know only if the money would arrive or it wouldn't arrive within the next 7 days.

I requested my withdrawal 2021-07-19 (1300 EUR) and it is still pending. There were no news from casino. I also asked support per email about it yesterday but I got no reply yet. I hope Casino representative can give me some explanation.

Dear Pin-Up Casino,

As the payment seems to be delayed again, I would like to ask you if everything went fine or did some issue occur again?

Dear Nikolas,

When processing the withdrawal request, technical difficulties arose on the part of the payment system, at the moment the client needs to re-create the withdrawal request

I can not re-create the withdrawal request because I can not cancel it. When I press cancel I see an error message. Can you cancel it for me?

Dear Pin-Up Casino,

Can you cancel the player's withdrawal request? Please let us know what should the player do in such a case.

Dear ThoMasAN,

Please try again now, there should be no difficulties with creating an application

Dear Thomas,

Let us know the outcome. Looking forward your answer.

Yes, it worked this time and I received the part of my win already. Thank you very much for your help!

Dear Thomas,

I'm glad that part of winnings have arrived. Please let us know when the full amount hits your account so we can close your complaint.

I received the full amount already. Thank you one more time.

Thank you Thomas for the information again. I'll be now closing the complaint. We are glad that it has been resolved and you received your full amount. Pleas do not hesitate to contact us if you will come across any other trouble in the future, we will try our best resolving it.

Best regards,

Nick

Casino.guru