Pin-Up Casino - Player’s withdrawal delayed due to extended verification process.

Hi. It has been more than 3 months I have problem with my verification process on Pin-Up. I have been playing there for long time and one day I won around 125.000 azn. I withdraw around 50k and then my withdraws were blocked and then they asked for second time to verify my account. All the documents related to my contract of my phone number, proove of my adress, gas bill, selfie with ID, deposit and withdraw cards statements. All the steps are done except card statements. I sent them all my statements of my cards using which I made deposits and withdraws but still they say that there is missing statements while they do not say exactly which statements they want. Just giving some date range and say that deposits can not be seen it that statements. I asked for several times to give me details about these deposit which is missing but still they give the same answer. I know that they do not want to give my money and it is the only reason why they do not give details. Please help me to solve my problem with Pin-Up. I am ready to submit every document again if there is a need. Please help me I believe you. Thanks in advance.

samples of the response are in attachment.

ID 21***956

Dear Musoa11,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the proof of deposit seems to be the only issue?
• Did the casino specify which deposits/transactions they are looking for?

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,

Kristina

Hi! Thanks for your response. The only problem is the verification of my deposits while the casino does not specify ehich deposits they want. I submitted all statements as I know but they say from 02.03.2024 till 03.16.2024 there are missing deposits. They do not tell exactly which. I need the amount and date and time details to check my all cards. I submitted all statements but it is possible that I missed something. Please ask them to give me the details of missing deposits specify it. Thanks in advance.

Thank you very much for your reply, Musoa11. 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.

It has been already 3 months we are having discussion with Pin-Up. Here are the last replies that I get from the casino. Communication is in Azerbaijani. I translated them into english. previously for 2 months they were asking for deposits that miss till 16 th of march but mow they changed range and ask for deposits till 5 th of march. Please ask them to review this case with attention!

Thank you very much, Musoa11, 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.  

Hello, Musoa11!

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!

Hi everyone. Thanks for your response. This is the expired card that is the reason why I am sending it now. Please check all previous statements again also. All my deposits should be in these statements. If there is missing again I do not know what else to add. Moreover, there were some deposits made using million payment system which is not made by card and e-wallet it is machine as an ATM where you enter the money directly to receiver. Please help me to solve this problem as I already submitted all possible statements and details. It has been 5 month we are countinuing this process of verification and I submit all details all statements that you have been asking for. It is obvious that it is my own account and all deposits were made by me. There can be some missing deposits but I submitted more than half of deposits statements. Please if something is missing give me the full list of missing deposits and I will do my best to find them also but I think this should be enough. Thanks in advance!

Here is the second part as limit exceeded

Hello, Pavel!

We are already in communication with this client on another forum. The client is undergoing additional verification, and they have encountered difficulties at the deposit confirmation stage. Currently, the client needs to provide statements for all cards and wallets from which deposits were made to our site. The specialists cannot provide the missing deposits since there are too many. We have informed the player that we will provide a list if there are fewer than five missing deposits. We are also forwarding the message we sent to the client on the other forum.

Hello, Musoa11!

Since there are still many deposits missing from your statements, the specialists cannot send the list of all missing deposits due to their large number. As you mentioned, you have provided "more than half" of all deposits but not all. We ask that you provide all the missing deposit statements in one email. If there were any deposits made through the "Million" payment system, please include this information in the email with as much detail as possible. The specialists will then review this matter.

Hi again. Please check the last bank statement that I sent you you will see rhe missing deposits there. All of the missing deposits should be in that bank statement. It is impossible to get the information about payments made using million I made payment and you accepted deposit what is the problem now I send you all statements and the ones that are missing please check it again and you will see all of them there. 

please get into the chat and help me to solve this issue I proved everything every missing deposit but still I have the same issue. 

If there is any missing deposit give me the examples with date and amount I will see what I can do. 

I ask you you to help me to provide with the list of missing deposits it is not appropriate just to say that deposits are missing give me the list of deposits with date and amount so I know what to look for.

Musoa11, can you access the deposit history in your casino account? Maybe, it would be easier if you compared it with deposits from statements you have already sent and crossed out missing ones. If the majority of them is via Million system, then it would make no sense to search for further statements to send because Million deposits are not shown of them. Please, let me know if you can try to do it.

Pin-up Casino, are there still many missing deposits even after the player sent their last statement for the expired card?

Hi everyone. Today I got an email from pin-up and they give me access to my account to check my deposits. I checked my deposits between 03.02.2024 and 05.03.2024 in the account and I found the amounts in these three statements from my bank cards. I have deposits from two different cards from Atb Bank and I have two statements one for each card. In addition, for payments from Leobank, keep in mind that for some deposits, depending on the payment to another bank, the commission is charged, and the amount may be different. For example, I had a deposit of 1,000 AZN on 20.02.2024, but 1,010 AZN was recorded in the bank statement because a commission of 1%, i.e. 10 AZN was charged. Please check all deposits one by one and you will see that all of them are in these three statements. Also take into consideration that there will be difference of 1 hour as our time zone is GMT+4 while in Pin-Up deposit history it is GMT+3. Only one deposit on 3 february was made by Million and I sent the statement for it also.

Thanks in advance waiting for good news from your side.

Hello!

The documents are under review. Please wait for a response from the specialists via email.

Hi everyone! İ am still waiting for an email from pin-up as my account is still frozen for withdrawals. Please get in touch with me as soon as the results are ready. Thanks in advance!

I got reply from Pin-Up just now. However it has already been 5 days from the day we sent the teply I got the same email to wait 5 more days. Please get in touch with them and help me to solve the problem.

Thank you for your detailed response, Musoa11!

Pin-Up Team, please, let us know if there any more information required!

Hi everyone. The last mail that I got from pin-up is about ip adress and there is no any other request from your side. Why are you lying. I checked all the mailboxes and there is no any mail from Pin-Up this is full of lie. This is just made to make the process longer. Please make all possible on your side it is not fair and appropriate to do such thing I respond you in 1-2 hour to all your requests. But you answer me in 4/5 days and now you write that you asked for other things while I did not get any email from you! Please check it again and send me what you asking for. You did not send anything and say that you asked for documents. It is not fair. Pets finish the process all the documents and details are provided this is kot fair to make the process longer! Write your request here also!

Hello! The user has passed additional verification and successfully withdraws funds.

Hell. My account is open for withdrawals but there is daily limit and still 70.000 are waiting for withdrawals. Please make limit higher just to finish it in one or two days.

There is daily limit 7650 azn. I need higher limit to withdraw in one day.

Musoa11, I am happy to hear that have passed the verification process. Regarding withdrawal limits, I would suggest that you withdraw according to active daily limits, as these are set by the casino. If I understand correctly, it would take you 10 days to withdraw the whole sum, which is not so long of a timeframe. I will now set the timer to 10 days. If you will receive your funds sooner, let us know!

Hello. Yesterday at 11 am I made withdraw and still the withdraw is more than 30 hours and still processing. In chat they wrote to wait 7 days or longer. Created a internal copmlaint TS-1529417. 

Why I have such problems again eith my account please fix it as soon as possible and make everything clear for my eithdraws do not create extra problems to make the process longer!!!

PinUp Casino, is there any approximate timeframe in which the player will be able to withdraw all their funds? Is there any way to withdraw the whole sum at once or at least to speed up the withdrawal process by raising the limits?

Hello.

Unfortunately, it is not possible to increase the withdrawal limit. Currently, the client's withdrawals are pending with the payment aggregator. Our specialists are doing everything possible to resolve this situation as quickly as possible. The standard resolution time is 7 days, but it could be faster or take longer, depending on how quickly we receive a response from the payment aggregator.

Thank you, Pin Up Casino!

Musoa11, I guess the only thing left now is to wait. I thank you for your patience and cooperation so far. Please, let us know when you receive all your funds.

Hello!

We can see that the funds have been successfully withdrawn.

Musoa11, please, confirm that you have withdraw all your funds.

Dear Musoa11,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.