Pin-Up Casino - Player's withdrawal is delayed due to document verification.

Hello, I can't withdraw. I have already sent the documents for additional verification as requested, but it's taking a while.

Dear daniel2021galvao, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Have you made any successful withdrawals from this casino in the past?

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, 

Veronika

my first serve

I already sent a self with RG with the device with id

Proof of residence

And the last document I sent a copy of the contact of the operator of my chip registered in the website profile on 07/12/2023 and still no response

I have been sending a document since the 30/06th

asked for a new document

In order to proceed with the verification procedure, you must attach a copy of your bank statement or a screenshot of your eWallet transaction history of the accounts from which your Pin-Up account was funded. This document is requested as part of your verification in accordance with paragraphs 6.1.1 and 6.3 of the User Agreement.

I just made a deposit through the pay4fun electronic wallet, but they asked for it again, so I took the print and sent it

takes a long time each document 5 working days

Thank you for the update. According to the Casino's AML and KYC policy, these are the documents that may be requested from you:

The required documents are:

- actual passport of the client / ID card;

- document confirming the address of the client's permanent residence at the given time (utility bill, statement of the status of the bank account, etc.)

Additional documents are:

- additional national identity card (driver's license, military ID, etc.);

- photos of a user with an open passport against the background of his face (the document should be readable)

- photo of the bank card on the front side (5 first and 4 last digits, owner's name and date of expiry shall be readable).

Also the Company may ask the User to provide source of funds documentation which is important to make sure that user provides evidence that identifies the actual source(s) of funds that he uses to bet or play with.

This information may be in the form of:

- proof of earnings: Payslip/Director remuneration/Dividends/Pension;

- a bank statement/savings account that clearly shows consistent incoming values from an identifiable source;

- a Trust deed clearly showing a consistent entitlement to funds;

- dated proof of an award/payment made to the user;

The documents that the user provided shall be not approved because:

- address/Name on documents don't match with account name/address;

- illegible documents or copies;

- document Not Acceptable (for example user sends a copy of a document that is not on the accepted documents for ID verification or a copy of mail envelope instead of an actual utility bill);

- any other reasons employees or contractors of the Company shall deem appropriate.

Upon the results of the analysis of the documents provided the Company shall make a solution according to the Terms Conditions, Privacy policy, License agreement of the Website and legislation requirements.

Have you received any response from the casino regarding the last verification document you sent?

yes they answered

Thank you for the documents provided.

To complete the verification procedure, you must answer the following questionnaire and the answers must be detailed:

a) From which devices (indicate the name, device model and operating system version) you accessed the Pin-up website;

b) The names of all communication providers, IP addresses and cities from which you accessed the Pin-up website.

Please note that documents during additional verification may be processed within 5 business days from the date they are received, excluding weekends and holidays.

I'm asking for this data

Hello, I already sent the data you asked for, I'm waiting for their return

Do I understand correctly that you sent the data requested by the casino?

yes I sent

I bet id 1835338197

I got it right but they didn't pay my prize

Could you please tell me if your documents are already verified? Have you received any payment yet?

Dear daniel2021galvao,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.