Pin-Up Casino - Player’s winnings haven’t been received yet.

I only play a few games on Pin-up and made one successful withdrawal with the account verified.

After that they blocked my account to bet and blocked the withdrawal because a additional verification.

The problem is that the additional verification is being abused.

They are requesting one document at a time and for each request they give a deadline of 5 days.

When will this end? It's been 15 days of email exchanges and sending documents and the withdrawal remains blocked.

Dear ricardogelatti,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, like i said:

The problem is that the additional verification is being abused.

They are requesting one document at a time and for each request they give a deadline of 5 days.

When will this end? It's been 15 days of email exchanges and sending documents and the withdrawal remains blocked.

Thank you for your reply, ricardogelatti. Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Hi,

I already send bank document, telephone account, proof of address, face id, drivers licence .

The last one i send yesterday, probably they will only response in 5 days again.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have send to e-mail.

Thank you very much, ricardogelatti, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Hello ricardogelatti,

My name is Kubo and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Pin-Up Casino’s representatives to join this discussion in order to resolve this issue.

Dear Pin-Up Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Kubo

Hello Kubo,

The client completed additional verification and successfully withdrew the funds on 2024-06-07 at 22:09:32 GMT+3.

Dear Pin-Up Casino,

Thank you very much for providing information and for your cooperation.

Dear ricardogelatti,

Could you please confirm that your withdrawal has been successfully completed?

Best Regards,

Kubo

I received the withdrawal.

Thank you all.

Dear ricardogelatti,

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 patience, 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,

Kubo