The player from India had successfully verified their account at Pin Up Casino but faced issues with a withdrawal of 3900 rupees. The casino claimed that the provided documents were incorrect and suggested contacting customer support, despite the player insisting that they had submitted their own documents and additional verification materials. We concluded that the documents submitted did not appear genuine, preventing further action against the casino. The player was advised to file a complaint with the casino's regulator for further assistance.
Pin-Up Casino - Player's withdrawal is delayed due to blocked account.
Amount: 3,900 INR
Pin-Up Casino
Safety Index:Very highSafety Index
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9.1
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Dear nishantpratap969,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise what is the personal information you entered in your casino profile?
- Is the information the same as the personal information on your bank statement?
Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Thanks for your patience.
Please note that on the selfie you submitted your ID (aadhar card) isn't readable.
Could you please confirm it's the same as the name on your bank statement?
Could you please explain the discrepancy between the name on the bank statement and the 'account particulars' document you submitted recently?
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Public
1 month ago
Thanks for your reply. I apologize for not replying sooner.
Unfortunately, after our examination, your documents don't appear to be genuine.
Consequently, we can't proceed with confronting the casino. I am sorry we couldn't be of more help.
If you disagree with our conclusion, I would recommend you file a complaint with the regulator of the casino - Curacao Antillephone via email at complaints@gaminglicences.com
You can take advantage of our guide on how to proceed found here: https://casino.guru/submitting-complaints-to-regulators
I wish I could be of more help. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
