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

They just keep saying that they're doing a verification and after 2 weeks they don't get in touch with me at all. Live chat is trash, they just keep transferring me to VIP and in the end they keep saying that I have to wait

Dear Alex-1989,

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

Please. It's been more than 2 weeks and in the live chat the only thing they tell me is to keep waiting but no one even sends and email to explain or to ask me for additional documents or whatever they need

Dear Alex-1989,

Have you received your withdrawal from the casino yet?

No, it's been 3 weeks now. It's not even money that I won. It's my own money.

The only thing they keep doing is transferring me to another idiot that doesn't know what to do and tells me to wait. 3 weeks of the same bullshit. Im honestly losing it with these guys. I have no idea what to do anymore. I sent emails to different addresses from pin up, and nothing. Nothing at all.

I try every day to withdraw, it is rejected..

Please help. These guys don't even know how to help.. 1 month and can't withdraw

Thank you for your reply, Alex-1989. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please advise if you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Ok, so. I made a deposit of $40 000 pesos. Lost $7,000 that day and right away tried to get the money out thus to the few bets they have in sports.

As simple as that.

This is not winning money or bonus money. The bonus money they gave me for the deposit I quit it and thats that.

They now said to wait 5 days.

It's been a month. I cannot belive is and Im desperate now.

Successful verification indeed.

Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, 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.

Well it's en Spanish, sorry for that. So that's that... I'm still dealing with these guys. Please just tell me what to do. 1 month like this is unbelievable

Thank you very much, Alex-1989, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear Alex-1989,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pin-Up Casino representative to join this conversation.

Dear Pin-Up Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

They transfered the money yesterday.

With all due respect, you took as long as they did.

Thank you

Dear Alex-1989,

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,

Mirka

Casino.Guru