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

On June 19,2024. I have deposited 105000 Indian rupees of total 4 transactions and placed some bets and won some amount later that when I want to withdraw my money, withdraw request is not placing it's throwing some error" Withdraw is not available for me". I have contacted chat support they said additional verification and require some documents

So I have sent what they requested firstly they asked selfie with government and pinup account visible I have sent it

Secondly they asked for utility bill I sent it

Third they asked mobile number ownership with full name, number,stamp and sign on July 11

On July 8th I have ported my mobile number from Airtel to BSNL service provider

I went to Airtel for mobile number ownership document they refused I told the same even checked with other service providers jio and VodafoneIdea they too refused

From July 12th or 13th my official service provider is BSNL

I have pinup for alternative they replied data balance document or ownership document which is paper form with stamp and signature

Finally sent it

Even without asking I have my mobile ip address and laptop ip address used to login for betting

Even sent account deposits statements i.e PDFs as well as paper form with bank stamp and signature

It's been 32 days still my additional verification is not completed please help me for withdraw

Everything is crystal clear from my side nothing I did wrong

Dear pavanreddy9933,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which of the documents you sent for additional verification have not been verified by the casino yet?

When exactly did you send your most recent document for verification?

When was the last time you communicated with customer support regarding your verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Firstly selfie with id account id visible verified

Secondly utility bill verified

Third mobile number document verified as I got mail today asking for pin- up account deposits/ replenishments 4th one

I have sent my bank statements pdfs as well as paper form with bank stamp and signature long back yet they asked same today even though i sent again today

Recent document I sent pinup account replenishments/ deposits today also long back as they asked again

Communicating daily by sending emails I sent 102 emails till now they replied once in 5 business days precisely

No bonus taken

Before we proceed with your case, please forward me the most recent communications between you and the casino customer support regarding your verification at veronika.l@casino.guru. Which of your documents have not been approved yet?

I have sent the gmail communications attachments to your email

Please tell me if you need anything like looping you in the mail chain

Documents pending is bank statements which I sent with paper form with bank stamp and signature

Next step they gonna ask me ip address

So I have sent my phone ip and laptop ip address used to log

Thank you very much, pavanreddy9933, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi pavanreddy9933,

I've just reviewed your case and am sorry to hear about your struggles with verifiction. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Pin-Up Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's verification? Have you received all the required documents?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello!

The documents are under review. Please wait for a response from the specialists via email.

This is not what I'm expecting

Earlier you said all.my documents are in order at the moment and I will get reply shortly on August 2nd you said that

Today is August 5th yet there is no reply received

And yet you says documents under review

How long will it take as it's been 46 days already

Dear Pin-Up Casino, can you please specify what is required from the player at the moment? As far as I know, your last requirement was to provide the bank statements on the 7th Aug. What period should they cover? Do they need to contain all the player's deposits to the casino or only any recent ones? Have you received everything already?

Thanks for your reply

Let me clarify

They require "The statement must indicate the full name of the card owner.

To continue the verification procedure, you need to attach a copy of a bank statement/certificate of cash flow on accounts, or a screenshot of the history of operations of electronic wallets from which your PIN-UP account was replenished. This document is requested as part of checking your compliance with clauses 6.1.1 and 6.3 of the User Agreement.

Which I already shared long back

Since I haven't used any card to deposit ,I used phonepe and Paytm wallet to deposit I have shared all proofs including Bank statements pdfs , phonepe screenshots, Paytm wallet screenshots, Paytm wallet statement pdf

Every statement as my full name, account number in 1st page

Even sent paper form with bank stamp and signature

Assuming if they are referring to full name must included every pdf has that,

For paper form those are photos inside bank statement pdf

Every bank statement 1st page has full name not every page

If I'm wrong they need to tell in detail, precisely

Which document.is that what they exactly need

Bank statements and card statement is same

Credit card statement is different which I didn't not used to deposit even Im not a holder of credit card

Hello! The client has already passed additional verification and successfully withdrawn funds.

Please close the case

Thank you everyone for the positive updates.

Dear pavanreddy9933, I'm glad to hear that your issue has been finally 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,

Natalia

Casino.Guru