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

I've had my account for more than a month, and the first verification went smoothly. But this Friday, October 25, after I made a deposit of 1700,

they are asking me for another verification. I've already sent the statements from my cards, and I still haven’t received any resolution. I’ve sent them 4 times, and they keep sending me an email saying a statement is missing, even though I've already sent it.

Dear luisglez823,

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.

• 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?
• 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

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

It turns out that today they answered me that my account is blocked and they keep my balance.

I have all my accounts in order. I contacted customer service and they mentioned that it was blocked due to falsified data which is official from my accounts. They did not let me withdraw the money and even after making the deposits my account was blocked.

Thanks for your emails, luisglez823.

Could you please also send me a chat transcript or emails you exchanged with the casino? Please send me any emails from the casino where the accusations against you are specified. Send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

Dear luisglez823,

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.

We’ve reopened this complaint at the request of luisglez823. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear luisglez823,

Could you please share screenshots from your account of your account verification status and your withdrawal request with the status visible?

Thanks in advance for your reply.

Good morning, thank you for reopening my case,

I was supposed to be allowed to play, but I haven't been able to withdraw my money.

I withdraw my complaint

Dear luisglez823,

Could you please clarify the situation?

Has the casino confiscated your funds, or have you played them down yourself?

I'll await your reply.

Well, I wasn't given any warning, and there was nothing left.

That's why I prefer to give up the complaint, I don't want any problems.

Thanks for your reply, luisglez823.

We’ve closed this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.