The player from Brazil has requested a withdrawal one day prior to submitting this complaint. Simply, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
Pin-Up Casino - Player’s withdrawal has been delayed.
Amount: €60
Pin-Up Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello good afternoon, yesterday on Friday the 21-04-23 I registered at the PIN UP bookmaker
And I deposited 5 euros, and I got 6 euros of bonus so I started playing and I played and I won 67 euros, I made the withdrawal request via pix on Friday morning, and the money didn't fall, so I slept and on Saturday I canceled the withdrawal and played 7 euros more. Now Saturday the 22/04/23 I made the withdrawal request via.pix of 60 euros and none of my money dropped. I talked to the support and the attendant told me and screwed me up saying that I canceled yesterday's withdrawal, then I said yes I canceled today because I was scared by the withdrawal delay via pix that is super fast. So he said wait. I'm waiting and I would like to know where we go to report these casinos that take our deposit money, and when we win they don't want to pay.
Automatic translation:
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1 year ago
Dear barbaragualberto85,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Dear barbaragualberto85,
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.
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1 year ago
Translation
Today is 04/30/2023 and I came here to say that the PIN UP bookmaker did pay me.
I sent them an email and first asked them to verify me because I wasn't able to send my ID through the app and neither was the selfie holding my ID.
So I saw that in the application there about us, it has the Casino address and the email so I sent my documents there and they solved it.
Only after being verified did I manage to cash out. So when you sign up, check your account right away.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, barbaragualberto85, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
