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

I created my account over a year ago and started playing. When I withdrew my first winnings, which did not exceed 50 soles, they did not ask for any additional verification. The process was extremely quick. I took a break from betting and recently started again. I won, lost, and eventually reached an amount of 2655 soles. Now they are asking for additional verification. I sent everything they requested because I know several companies require this. They told me the process would take a maximum of 5 days, but it has been more than 5 days and I haven't received any response from them. On the 8th day, which is today, I finally received an email indicating that I need to go through the additional verification again and that I have to wait another 5 days. To make matters worse, my money is being held. They won’t even allow me to bet or continue playing. This situation needs to be handled with more seriousness; I believe the company should be professional and responsible.

Dear Rodri2022, 

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 advise which documents you have already provided and when exactly did you send the last one?

Which of your documents have been approved and which ones do you need to resubmit?

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, 

Veronika

Good morning, documents such as ID, that's what they asked me for when verifying my account, those documents were uploaded more than a year ago, as I reiterate, at the beginning they didn't give me any objections, now that the amount to withdraw is higher, they ask me for video verification through a link that they provide me and it's the worst, they give you 5 seconds for each question and you don't know what they're going to ask, I answered 4 questions correctly and the question they tell me are the last 4 numbers of my card, no one has their card on hand, it's usually in their wallet or somewhere else until they take it out, I no longer answered that question and that's why they're asking me again for another video verification and continue

I understand that your initial verification took place over a year ago. However, could you please clarify which documents you were asked to provide for verification now, when you requested your withdrawal?

Have you completed the video verification process yet?

Are there any other documents the casino is requesting that still need to be verified?

Please forward all communication between you and the casino's customer support regarding this additional verification, as well as any other relevant evidence, to veronika.l@casino.guru.

Good morning, I have already sent what you requested to your indicated email.

My email is

rodri****** za16@gmail.com

I await your prompt response

Thank you very much, Rodri2022, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Rodri2022 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pin-Up Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Hello!

The decision regarding the client has been revised, and on September 20, 2024, the following request for additional verification was sent.

Once the additional verification is successfully completed, the account will be fully accessible, and the client will be able to withdraw funds.

Dear Pin-Up Casino, has the player gone through the verification earlier as they have mentioned in the complaint? If so why was the additional video verification requested and have they failed the first one? Thank you in advance for your reply!

Good morning, I would like to emphasize that my account was created last year, which I played, they asked me for verification and I went up and they let me successfully withdraw my winnings. After a long time I played again and this is the problem, they ask me for more additional verification. Your customer service team tells me that the casino, in accordance with its terms and conditions, has the right to continue asking for more verification. It is clear in advance that today is the 5 days that they asked me to wait. I will be waiting for your response from pin-up.

I reiterate my annoyances. I don't understand why they don't ask for all the documents together instead of asking for them in parts.

On 09/20/2024 they asked me for a photo of my electricity bill and told me to wait 5 days for a response.

Today 09/25/2024 I received the response but now asking for a receipt for my cell phone and they again told me to wait 5 more days

What will they ask me for in 5 more days? Another document and keep waiting like this every 5 days, more seriousness please, I've been here since 09/04/2024, it's been more than 20 days and they have to do it in 5 days, in 5 days

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning gentlemen, to give a final update to my case on Monday, September 30, 2024, already fulfilling the last 5 days of the deadline that pin-up gave me, I received a call from pin-up, Miss BARBARA RODRIGUEZ, indicating that the pin-up platform will close its operations in Peru due to the license issue, also indicating that I could now withdraw my funds by myself, excited, I thought that my account had already been verified and the same call with the help of Miss BARBARA RODRIGUEZ entered my account and the money could not be withdrawn yet, in the same way I attached the capture by email, they indicated to me that in 5 minutes they would give me an answer but more than 48 hours have passed and there is no response whatsoever, they do not give me any update on my case, I contacted their customer service center and they told me that my account will remain closed and that I wait until they resume their operations in Peru without a fixed return date

I am once again expressing my displeasure with the company, which has been going on for 30 days without receiving any response, and they are extending the deadlines. I have never had this embarrassing problem before, since companies in the same field verify your account within 24 hours and quickly resolve your problems.

I just want pin-up to be able to release my funds from my account since the waiting time is excessive. Please attach all the requested documents. I await your response from pin-up.

Dear Rodri2022, we believe all outstanding payments should be made even if the casino has ceased operation in your country for now. We will try to assist you in this process so you can receive your winnings.

Dear Pin-Up Casino representative, would it be possible in this case for the player to use a VPN to access your site, finish all the necessary verification, and be able to withdraw their winnings? I would also appreciate if you could expedite this process as it has been needlessly long. Thank you in advance for your cooperation!

Hello!

The company has made a decision to meet our clients halfway and complete the additional verification process. You can now proceed with withdrawing your funds.

Thank you very much for the update Pin-Up Casino representative.

Dear Rodri2022, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning PETER, very grateful to you for resolving my case.

Indeed, I was able to withdraw my funds from the pin-up account.

I want to emphasize that if pin-up is given the license in Peru, they should propose a faster technique to validate the account that is like the other companies in the same field that do not take even 24 hours to validate, since this long wait on the part of pin-up generates a bad experience, which could not be recommended to my friends or other people who wish to register.

Dear Rodri2022,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter