Pin-Up Casino - Player’s withdrawal has been delayed.

Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously, and when was the last withdrawal requested?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Goodnight !

1- the additional verification was not justified by the company!

2- I haven't changed the deposit method, or even my account information!

3- my account had less than 1 month before this verification that started on 07/27/2021

I sent the documents as soon as I opened the account!

My first and last withdrawal was on 07/29/2021

I don't mind checking my account, I just think the way they're doing it, no bookmaker does! And they keep asking for 1 document at a time! (He asks for a document, and after 5 days they ask for another one) This is not a serious business!

Thank you very much, Alexander, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Thank you!

Hello Alexander!

I will take care of your complaint from now on. I would like to invite representatives of Pin-up Casino into this complaint in order to help us resolve the issue with verification.

I don't see a problem, thanks for the help!

Dear Alexander,

The verification procedure is a standard procedure, you can easily go through it if you have not violated the rules of the User Agreement. Experts respond to inquiries within 5 working days after your letter. We apologize for any inconvenience this may cause. As for the requested documents, this point is described in the rules:

6.7. Before making any payments, the Company has the right to request copies of identity documents from the Client. The Company adheres to the international KYC guideline (Know Your Customer), which obliges companies to conduct identity checks on their clients before allowing any withdrawal operations. The Company reserves the right to require the Client to undergo additional identity verification methods, including, but not limited to, video identification, a request of a snapshot of the person's face next to their identity document, etc.

I know, I've gone through all these steps! I took several pictures of me with The ID, mine with The computer screen, then I also sent proof of address, I sent a photo of the wallet page I receive, I sent it copied from the telephone bill, then I sent a photo of the digital wallet extract! I don't know what else is missing? I'm waiting !

In my humble opinion, it should be like this before depositing the money, when opening an account! Then you would see the seriousness of the companies!

Dear Pin-up Casino,

Could you confirm receiving the documents submitted by the player?

Dear Martin,

The client has successfully passed the verification, the withdrawal request has also been successfully processed.

I was verified , Withdrawal also ok ! However my account was limited unfortunately! Very problematic house, thank you Casino Guru! For your help!

Hello Alexander!

Did you manage to receive your winnings?

Yes, more is what I said the house limited me without explanation... without having won anything there! More thanks for everything!

Dear Alexander,

Could you please describe the limitation? Despite the limitation do you consider this complaint's issue to be resolved, please?

Betting value limitation ! 8 reais, 5 reais....

Yes the withdrawal problem has been resolved! Thanks !

Dear Alexander,

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.