Pin-Up Casino - Player’s withdrawal is delayed due to verification process.

I have made one deposit on my VERIFIED account and lost a lot, and was able to withdraw the remaining.

Then I made the second deposit and lost some again, was able to make a withdrawal.

Then I deposited for the third time and won a bit more than double the amount, then they asked for extra verification, which is the same face id thing. I did it. Since then, they never mailed me, they never respond to my mails, either. Their customer care services keep saying that they have no information how their 'extra verification team' works, so that the only way to contact is to mail them. However, they never respond!

As you will be able to see in the screenshot, I have never took bonuses, (though they automatically give you) always canceled them. . I want my FUNDS!

Dear shadowspectator,

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

• Could you please list 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?

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,

Tomas

Sure, I respect that. But when it's the same crypto address that wants the withdrawal with the one deposited, it is a bit like just to beat around the bush and not pay. So I opened the account, and if I remember correctly, on the 18th of April, I did the KYC, I provided them with my ID and face verification. They approved my account soon enough.

Then I was actually able to do 2 withdrawals, you can see it on the screenshot I have provided earlier.

But on the 27th of April, they asked for "extra verification" which was just the face verification again, I have done it imminently. They said it would take at most 5 days, this is the 5th day.

The reason I feel like they are not planning on paying me is that they asked for the same verification which I have already provided, also they never responded to any of my e-mails, and the customer support keeps saying "we have no idea how extra verification team works, just e-mail them" right after I bombard them with screenshots of me getting minus 8 replied e-mails. (I haven't got a single reply back.)

Please help me recover my funds. It has been 120 hours, which is the maximum time limit they have proposed in the beginning of this process, still I have heard nothing from them. Thanks.

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Sure, let me tell the currect situation too.

Current situation:

-First they rejected my withdrawal request.(27th of April)

-Then asked to do an 'extra' verification.

-It was the same face recognition verification which I have already done when I first signed up.

-Then I was made to wait for 5 exact days, during that period, none of my emails were replied.

-At the end of exact 5 days, I was asked to proof my address with a bill. Told them I am not the billed person in the residential address I have given, so I sent them an original PDF of my residency document, downloaded from e-Devlet, which is the online page for every governmental documents in Turkey, verifiable with a QR on it.

-Yesterday, at the end of exact 5 days again, they just wrote "It should be in paper form" in Turkish. This has to be a joke right, it is a PDF to begin with, why do I need to print it out and then take a photo of it? They could just verify the original document with the QR on it. Anyway I printed and sent a photo which is nonsense!

I am 100% sure that they are trying to delay the process, make me go crazy during it. It can only be concluded that their actions and methods of 'extra' verification is just to frustrate people and make them suffer until they give up. Upon registering, I have already proven them my ID and face. There should not be any more verifications.

My request is that they should tell here, openly, all the documents they want me to send them (without being overly unnecessary), and you guys also should check to see what kind of unnecessary documents they ask, and I send them whatever they ask for, then I want to retrieve my funds. This is outrageous, I am sure that they will keep making me wait for 5 days everytime, until forever, unless you, Casino-guru interfere with this. Please help. Here are some e-mail snippets.

It says maximum number of attachments exceeded, so I am sending all of them in e-mail form.

Thank you very much, shadowspectator, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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. 

Thanks a lot Tomas! I guess I will just wait to hear back from you soon. Thanks for the best wishes, also hope that it resolves as quick as possible. Have a nice day.

Hello shadowspectator,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Pin-Up Casino representative to join this conversation and participate in resolving this complaint.

Dear Pin-Up Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the player's verification?

Thank you in advance for providing the information.

Hello, shadowspectator,

We understand your concern, but each bookmaker has its own methods of account verification. We adhere to strict security standards to protect our players and prevent fraud on our platform. We understand that waiting may cause inconvenience, and we apologize for this. However, our main goal is to provide a safe and reliable gaming environment for all our customers.

At the moment, we require confirmation that you are the owner of the phone number listed on the account. You need to obtain this document at your mobile provider's office, have it stamped and signed by an employee, take a photo of this document, and send it to us.

Hello, Stefan,

The client is undergoing additional verification, which will confirm that all the data provided by the client is correct. After checking all the documents, a decision will be made by the specialists.

The additional verification is conducted within the framework of the user agreement, specifically under section 6.8.

Hey, first of all, they have no 5.2.c on their rules guide, which they claim they have the right to ask the document I have signed when I got my mobile phone contract. That is just a made up rule. There is no part where it says you can ask for "extra verification". If you are sincere about this verification, just stick with my ID and address document, and that's it.

Stefan, they are asking for some other absurd document every 5 days. I have provided them my ID, my face verification, my address verification, my mobile phone contract. That is enough, I just want my funds. They are just stalling people.

Proof: I have sent them an online PDF of my address verification, they wanted me to print it then sent as a photo, which gave them another 5 days. This is really dishonest. I am done with verifications already, I just want my funds.

I am a crypto player, I will not give you any bank statement or whatsoever, I have proven you that I am a real person, I did my face scan too, just give me my funds man that is enough.

Every 5 days they come up with some another weird document. Enough.

I have already sent them the mobile vericication document 2 days ago! They do not even check, I have nothing to worry. Here it is. I sent it to here too idc. Also please list what other absurd documents you want me to provide so that everyone can see what kind of verification process you force people to go through.

I have sent them a PDF, but here since I cannot provide a PDF, I will sent them as a photo.

This is the document Vodafone provided me.

Also Stefan, I am sending you this document on email. Thanks.

Hello, update. They asked for this document (mobile operator contract), I supplied them this, and they rejected the document saying it should be in paper form, and stamped!

This is 21st century, when you wanna get a mobile sim card in Türkiye, you do not sign on a paper and they do not stamp it. You, and the sales person, both sign it on an iPad, it is all done on a tablet.

I requested the document and got it from Vodafone, my mobile operator, and Pin-up Casino rejected the document. Please just make this stop. This is a big scam. They are doing everything they can in order not to pay me my money!

I am tired of this, it takes 5 days for them to reply every time. It has ben more than 3 weeks since they are "extra verify"ing my account. This is a big scam! Stefan please check here and make this stop.

Hello shadowspectator,

Could you provide me with the document in a higher quality? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Stefan, I feel like you are not reading it as a whole. On my message in 15th, I have stated that

Also Stefan, I am sending you this document on email. Thanks

And I have done it 6 days ago, please check your emails. Also, sending it again.....

Hello shadowspectator,

I kindly request that you adhere to the casino's instructions, as the PDF file is outdated and appears to have been edited.

Thank you very much in advance for providing the information.

Stefan, you claim two thing, on behalf of the Pin-up casino.

1) is that, the document is outdated

2) is that, it appears to be edited.

Here are my answers,

1) check the first screenshot I am sending you, you can translate it yourself, but I will translate it for you here:

"Send us the contract you made with the mobile operator which you have used to register as your phone number"

How often do you renew contract with your mobile operator? You make one when you are getting the SIM card, and that is it. So please tell me Stefan, how regularly do you renew your contract with your mobile operator?

So the outdated claim has just no base and is ignorant, sorry.

2) What makes you think it is edited? I am sending you a screenshot of the mail I have gotten this document from. Please explain to me, you cannot just say "appears to be edited" when I am sending you the original, "signed on an iPad" document.

Also I am forwarding you this email, as it is. So I hope you will not call it "appears to be edited" again.

So your second claim is also false. I cannot understand, do you work to resolve this, or do you work for them?

Please check the screenshots I am sending.

Also, I told the casino that I can also provide a monthly bill of my mobile operator, which no one have responded for 4 days and counting.

Hello shadowspectator,

Whether the document was edited can be checked for example in Adobe Reader. I am afraid you will have to provide the casino with the requested document.

I'll be awaiting your reply.

Stefan, first you called it outdated, when the document asked was the first contract I signed with my mobile operator.

Then you claimed it was edited. You still keep on doing it.

As I have told you, Vodafone is making both the SIM seller branch and you fill up the form on a tablet, which is 100% a fillable(editable, I am sure you are familiar with fillable PDF files) file. Then upload it to the system. When you request it, they send you this. This is why you think it is edited. If I was to edit the file, I would have reprint the file as a PDF file, rasterizing it, and would even print it out before sending it. If it was fake as you claim it.

You must decide whose side you are on. I feel like you are there to help them not give me my money instead of helping me.

Also, why would I fake my phone number document? Why? Just tell me, why?

Thankfully, Pin-up has accepted it, now they are asking for more documents.

Hello, shadowspectator,

Our specialists have accepted the document confirming ownership of the number on paper with the company's stamp. This is exactly what we requested, as we could not accept this document in PDF format.

Hello, pin-up. Thanks.

I have made transactions on your website over both USDT and TRX. I have used my Binance Exchange account for those.

So I have sent you.

-Proof of account ownership, verified page

-Every transaction I have made on your site

-My wallet ID on both USDT and TRX (TRC20, both addresses are the same)

-Screenshot of my latest transactions on both

Can you please let me withdraw my funds. Just please. This has been a month since I wanted a withdrawal.

Hello, shadowspectator,

Please send the specialists the hash of each transaction that was made on our website (in text form and screenshots)

Hello shadowspectator,

Did you manage to provide the casino with the hashes and screenshots?

I'll be awaiting your reply.

I have sent them in form of screenshot, though it was not asked then, I will provide you in text form too, in an hour at most. Is this going to be the last step? Please be it

I have written down all 6 transactions' (4 deposits, 2 withdrawals) hash IDs. I have sent the exchange screenshots with time stamp and everything as screenshots yesterday. I have the TXids under that mail so you can check them quickly. Thanks a lot. Please check asap, I got payments due man, it's been a month now.

Dear Pin-Up Casino,

Did you manage to receive and review the provided screenshots? Is there anything else that the player needs to provide?

I'll be awaiting your reply.

This is nuts! They asked me to provide them with the models and the operation systems of the devices I have ever used to access their site. This is somehow acceptable if I were they are honest about this verification and they were not just beating around the bush.

However, they are asking me to list every IP address I have ever accessed to their site. When you are on mobile internet, every time you turn it off and on, the IP changes, and sometimes mobile internet connection IP might show the closest cities. How am I supposed to know what were the IP addresses I was given by Vodafone? How? C'mon now this is just a trap to claim I have failed to provide asked information. Or they will claim that I was changing cities. Do you record what your IP is every time you turn your mobile internet on? This is crazy! This scam needs to end, now! Please interfere here Stefan, what is your force here? How exactly are you helping me at all?

Moreover, here is the list of procedures I have completed, waiting 5 days between each of them, twice in some of them.

-National ID confirmation

-Face recognition

-Address verification

-Mobile phone operator contract

-Crypto exchange ownership

-Crypto exchange balances and statement

-Crypto addresses

-Crypto transactions screenshots and hash IDs...

This is more than enough alright? Just pay me my money. What is your function exactly Stefan?

Hello!

This procedure is designed to ensure that the account belongs to you.

According to the specialists, you have responded to their request. Please wait for the verification.

Yes, it belongs to me, just like my money. It has been 36 days since I wanted to withdraw my money... I have payments due. Just give me my money. You very well know that it is my money. Did half a dozen of verifications including face and ID. Where will this stop?

Hello shadowscpectator,

Did you manage to provide the casino with the requested information?

Dear Pin-Up Casino,

Is there anything else that the player needs to provide?

I'll be awaiting your reply.

Took 37 days for a withdrawal. Avoid at all costs everyone. They ask for weirdest documents one by one! 5 days between each. Scammers.

Hello, Stefan!

The client has completed additional verification and withdrawn the funds.

Hello, shadowspectator!

We understand your concern, but each bookmaker has its own methods for account verification and validation. We adhere to strict security standards to protect our players and prevent fraud on our platform. We understand that the waiting period can be inconvenient, and we apologize for this. However, our primary goal is to ensure a safe and reliable gaming environment for all our customers.

Oh boy stop. You guys are scammers. Somehow casinoguru supports your scam. How is making a customer wait for 37 days okay? I hope you live the same thing while you're in debt and need your money badly. Jerks

Dear shadowspectator,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Stefan, Casino.Guru