The player from Mexico reports significant delays and issues with withdrawals from PIN UP casino, including a canceled withdrawal due to supposed insufficient funds and a missing balance of 53,300 MXN. Despite contacting support multiple times since October 15th and being promised the funds would return shortly, the issue remains unresolved, prompting concern over potential theft.
Pin-Up Casino - Player’s withdrawal is delayed and funds are missing.
Amount: Mex$53,300
Pin-Up Casino
Safety Index:Very highSafety Index
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9.1
Pin-Up Casino has a Safety Index of 9.1, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case opened
Current status
Waiting for casino to reply
1d 23h 59m 40s
Case summary
1 hour ago
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1 month ago
Translation
Good afternoon,
I started gambling at the PIN UP casino on October 13th of this year. I made a deposit of 30,000 MXN, which I used to play the entire day. The following day, I attempted to make withdrawals, but the withdrawals were taking a long time, supposedly because the information was incorrect. I checked, and it wasn't. After trying again and speaking with support, I managed to start withdrawing my money. While I continued playing, I made another withdrawal and encountered problems again, this time under the premise that my withdrawal was canceled due to insufficient funds at that moment. This was strange to me because I was still playing and never went below the withdrawal amount, clearly intending for it not to be canceled or encounter any issues. Later, I realized money disappeared from my account, which was not normal since the withdrawal had been canceled. When I contacted support, after a long time clarifying that money was missing from my balance, the support team began to investigate. They started telling me about play IDs that were not in my profile and that I had not bet on. Looking at my betting history, I told them that the plays they mentioned were not mine. Support then made a report with the following number TS-1626070, which stated that money was missing from my balance. Support mentioned that the missing balance (53,300 MXN) would reflect back in my balance within 2 to 3 hours at the latest, to which I very patiently waited for my lost money to be credited. The problem was not resolved. After continuing to contact them every day since the request was made on October 15th, I still have not received any response. The only reply is that a team is reviewing my request due to the complexity of my case. It has been 7 days, and I still cannot see my money, while supposedly, I would have it in my balance within 2 to 3 hours, allowing me to withdraw it. I hope you can help me with this case, as I have evidence of my betting history demonstrating everything. How difficult can it be for them to return my money, or did they steal it? I look forward to your response regarding my case. Thank you very much in advance for taking the time to read it.
Best regards!
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1 month ago
Dear carlosmparadar,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do you think someone else might've logged into your account?
Could you please share your communication with the casino regarding the investigation? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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1 month ago
Translation
Thank you very much! For reading my case Dominika
no one else has logged into my account.
You already have the following information in your email:
- CAPTURE THE LAST CONVERSATION WITH SUPPORT
- CAPTURE OF WITHDRAWALS AND DEPOSITS THAT COVER SUCH CANCELLATIONS
- ALL THE SCREENSHOTS FROM MY FIRST BET (FOR THE AMOUNT OF 30,000MXN) FROM THAT UNTIL THE LAST PLAY I MADE WITH THEM
I am sending you all this information so that, just like me, you can corroborate the amount pending or stolen by said casino.
Greetings !
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3 weeks ago
Dear carlosmparadar, do you have any updates regarding the funds? Has the money been credited back to your casino account?
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3 weeks ago
Translation
Hello Dominika, no news regarding my money issue, they just sent me an additional verification where I had to put my face to unlock a series of questions which I had 10 seconds to read and answer, the questions were not consistent since they had nothing to do with personal information, but rather they asked exact dates of the year and month when the account was verified, the date of a bonus, etc. etc.
I don't understand this type of questions that have to do with the payment of my money, in the end it is not the only casino I play with, which is why it is very difficult to remember all the information.
At the end of answering said additional verification on October 25, I had the following response:
Your request for additional verification has been forwarded to a specialized department. Please note that the approximate response time is 5 days from the date of receipt. Please also be advised that sometimes the deadlines may be extended.
Today I have been waiting for my money for 14 days and they just tell me to keep waiting for a response from the specialized department.
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2 weeks ago
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Hello Dominika, I still have the same issue. I told you that I sent said verification, which they made me repeat on October 31, because supposedly not all the questions were answered, so they sent me another verification the same as the one mentioned above, a video with my face that unlocks questions, all of which were answered, and it was sent that same day, which I have been following up on, since it says that it is 5 days or the deadline can be extended further, even so I have been waiting for my money for 23 days, which they are stealing from me.
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2 weeks ago
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Attached is evidence of the only response obtained by said casino.
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1 week ago
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Hello, I received a response from the casino on November 7th. It has been 24 days since I had this problem. The response was to send proof of address (electricity, water), to which I replied within 3 hours by sending said proof, and they told me to take into account that the approximate response time is 5 days from the date of receipt. We also inform you that sometimes the deadlines can be extended.
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1 week ago
Thank you very much, carlosmparadar, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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.
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1 week ago
Dear carlosmparadar,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Pin-Up Casino representative to join this conversation.
Dear Pin-Up Casino, could you please provide more information about this case?
Looking forward to your reply.
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1 week ago
Hello!
An additional verification has been requested for your account, in accordance with the user agreement rules. I understand that waiting can be unpleasant, but this procedure isn’t intended to delay the withdrawal process—it’s to ensure that the account indeed belongs to you. This is a standard account verification procedure.
Please keep an eye on your email for a response from our specialists within the specified timeframe.
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1 week ago
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Hello, as the casino representative mentioned, today, November 12, I received a response again, asking me for the documentation of the payment for my cell phone, to which said email was answered as soon as possible. I am still waiting for my money, today marks 29 days of this entire process.
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1 week ago
Dear carlosmparadar,
thank you for the update.
Dear Pin-Up Casino,
have you received the required documents, please? Additionally, please let me know if there is anything further you may need.
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3 days ago
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Hello, updating, the casino contacted me again today, November 18, requesting more information, attached evidence, I do not understand the fact of keeping me waiting, it seems like a game and now I have to wait 5 more days to validate the information, today I complete 34 days, without my money
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2 days ago
Dear carlosmparadar,
thank you for the update.
I empathize with your frustration regarding yet another request from the casino; however, I kindly ask that you cooperate with their inquiries. It appears that this casino is conducting a comprehensive review to ensure that no anti-money laundering activities are occurring.
Kindly keep us informed of any new developments.
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9 hours ago
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Hello, logically I answered said request, the same day, and today it has been 36 days. Greetings, I hope they return my money, it is money that I won at the casino.
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Pin-Up Casino has 1d 23h 59m 40s to reply
