The player from Mexico reported 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 having contacted support multiple times since October 15th and being promised that the funds would return shortly, the issue remained unresolved, prompting concern over potential theft. After nearly 50 days of verification processes and repeated requests for documentation, the player successfully completed the verification and was able to withdraw the money. The complaint was marked as resolved by the Complaints Team.
Pin-Up Casino - Player’s withdrawal is delayed and funds are missing.
Amount: Mex$53,300
Pin-Up Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
2 months 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!
Automatic translation:
Public
Public
2 months 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
Public
Public
2 months 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 !
Automatic translation:
Public
Public
1 month ago
Dear carlosmparadar, do you have any updates regarding the funds? Has the money been credited back to your casino account?
Public
Public
1 month 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.
Automatic translation:
Public
Public
1 month ago
Translation
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.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Attached is evidence of the only response obtained by said casino.
Automatic translation:
Public
Public
1 month ago
Translation
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.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month 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.
Public
Public
1 month 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.
Public
Public
1 month ago
Translation
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.
Automatic translation:
Public
Public
1 month 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.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
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
Edited
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Translation
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.
Automatic translation:
Public
Public
1 month ago
Hello!
Our specialists have received the email and, after verification, will send a response to the client.
Public
Public
4 weeks ago
Translation
Hello, today is the 40th day, I still have no response about my money, greetings!
Automatic translation:
Public
Public
3 weeks ago
Dear carlosmparadar,
thank you for the update.
Dear Pin-Up Casino,
have you had a chance to verify carlosmparadar's documents, please?
Public
Public
3 weeks ago
Translation
Hello, today I complete 42 days, I still have no answer, how tiring it is to fight for money that they are stealing from me, 42 days of pure excuses, I do not understand, they cannot implement sending a questionnaire where they ask for all the information to avoid so many days passing, where is the seriousness of said casino, and where is the commitment they have with their clients, I have sent all the documentation, bank statements, proof of address, answered questions that are only unlocked with my face, I do not understand what the problem is, I hope to have a resolution now, the only thing I want is my money, believe me that with this bad experience I will not make the mistake of playing with you again.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
Hello hello Katarina, updating on the case today I had contact with the casino, today is the 43rd day that I have not seen my money, the testimony of said casino was the following:
It seems like a complete joke to me, I don't understand if they think it's funny to steal from people, I've been through a process that's too extensive for them to add another 5 to 10 days, and they've given me all kinds of excuses, I'm not a systems engineer, nor do I work in telephony, it's nonsense what they're asking me, but oh well, that's my update.Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
Updating the email sent a few hours ago, I attach the proof of response
Automatic translation:
Public
Public
3 weeks ago
Dear carlosmparadar,
thank you for your message.I appreciate your prompt attention to the casino's instructions, which will help ensure that you receive your funds in a timely manner.
I understand your concerns regarding the verification process. Please remember that the casino implements these measures to guarantee that the funds are directed to the rightful owner, as they are unable to verify identities in person.
If you have any further questions or need assistance, feel free to reach out.
Dear Pin-Up Casino,
could you please confirm you have received the required paperwork? Is there anything else you may need, please?
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
Hello, updating after 46 days we are still in the same situation, after they answered my email about the IP,
They are asking me for the bank statement again, when the entire statement for September and October has already been attached via PDF, I don't understand.Automatic translation:
Public
Public
2 weeks ago
Hello!
The client is still undergoing additional verification.
Once it is successfully completed, the funds will be credited to the client's balance, and withdrawals will become available.
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
Hello, updating the last request, I went to the bank today and they told me that the account statements already have a digital stamp that is valid on their part and that they cannot issue a physical stamp for the account statement since it would alter the account statement. I already sent them to the casino and they keep asking me the same thing.
Edited
Automatic translation:
Public
Public
2 weeks ago
Dear carlosmparadar,
thank you for the update. Could you please request a paper version of your statement and then either scan it or take a photo to send to the casino?
Public
Public
2 weeks ago
Translation
Hello Katarina, I am leaving the bank, the bank was able to support me with the attached stamp as evidence of what I sent to the casino, it will be in your email inbox!
Even so, it was already sent with stamps from the bank as requested!
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
Hi Katarina, it's a complete waste of time that you're making me spend.
It's been two days at the bank and I've already solved the issue with the stamps. They have the digital account statements. There you can find the stamp for both account statements that were sent to them. Now what's the problem? The bank stamp appears there.Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
Hello, I have already sent the account statements as requested.
I attach evidence of your responseAutomatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
Hi just 2 hours ago
I received this email stating that I had already passed said verification, so I logged into my pin up account and the balance is still the same, according to support I have limitations and that I have to answer the emails sentAutomatic translation:
Public
Public
2 weeks ago
Dear carlosmparadar,
thanks for your updates. Please follow the casino's instructions and keep us updated about any new development.
Dear Pin-up casino,
is there a reason for such a thorough verification, please?
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
Hello Katarina, according to my verification, it is already ready. I am not saying it, I confirmed it with the email yesterday and the person who helps in support, attached evidence, I do not understand why they have not returned the money yet so I can withdraw it, above there was a response where they say that as soon as the account is verified they will return the money to me, now I do not understand why they are going to steal from me, or why they do not add the money to the balance, I also attached a photo of the balance and attached a photo of their response where they say that they will credit my money.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
Hi Katarina, I asked again, this was the answer
Yesterday they sent me an email at 9:13 am, meaning that it has been more than 24 hours and I have no response, and they have already accepted what they owe me from my balance.Automatic translation:
Public
Public
2 weeks ago
Dear carlosmparadar,
thanks for the update.
Dear Pin-up casino,
could you please provide clarification regarding the rationale behind your actions? How do you find it appropriate to request specific documents while allowing only 24 hours for their submission? This is particularly concerning given that the player is fully cooperating and obtaining documents beyond what is typically regarded as standard practice. I would greatly appreciate your response at your earliest convenience.
Public
Public
2 weeks ago
Translation
Thank you very much Katarina, after almost 50 days I have already completed the verification, and I was successful with the withdrawal of my money, thank you very much!
Automatic translation:
Public
Public
2 weeks ago
Dear carlosmparadar,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
