The player from Peru had created an account and made deposits but faced issues withdrawing winnings due to incomplete KYC validation. Despite having submitted a video for verification over 14 days prior, he had not received any response from the casino via email or chat. After extensive communication with the Complaints Team and the casino, the player's account was unblocked, and he was informed that he could proceed with withdrawing his funds. Ultimately, the player successfully withdrew his money and the complaint was marked as resolved.
Pin-Up Casino - Player’s withdrawal request is delayed.
Amount: 3,930 S/.
Pin-Up Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I created my account on 08/28 and made my deposits normally. I played, won, and lost like any regular customer. When I tried to withdraw my money, they didn't allow it and requested a KY validation, a video with questions, which I already sent but have not received any response either by email or chat. It has been more than 14 days and I still have no response. I request a review of my case.
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3 months ago
Dear Juliopalomino0505,
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.
- Is your account in the casino accessible to you? Can you log in?
- Could you please list which documents you submitted for verification thus far?
- What games did you play to accumulate your winnings? (slots, live games, betting on sports)
- Did you play with a bonus or participate in any promotion (welcome package, reload bonus, etc.)
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
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Good afternoon, first of all, thank you for your attention.
1-. I have normal access to my user in pin-up.
2.- Initially when I created my account (I uploaded
both sides of my ID document and I proceed with face KYC) which was successfully completed as it indicates that my account is verified.
3- Live games and sports betting
4.- I did not play with any bonus and I rejected and cancelled all of the ones they offered me since I do not like the rollover and the conditions they set.
the problem arises when I try to withdraw, and they tell me that they will request additional verification, to which I have no problem in sending the documentation they require, in this case they only sent me a link to answer questions via video, under the kycaid platform, which I answered correctly. On 2 occasions. And from there they tell me 3 days of response, the 3 days pass and they practically resend the response, what's more, they assigned me a VIP advisor to solve my problems, who only knows how to answer that the deadlines are not fixed and the deadlines can be extended without having a deadline.
So my discomfort is because even though my account was already verified, they asked me for more extras. Ok, I agreed and sent clear answers even though the questionnaire was very silly.
How can they ask me for the 4 digits of my card, if I did not use VISA as a payment method for depositing or withdrawing? And they only give you 3-4 seconds to answer. From there they asked me about my last event played and I also answered correctly:
From there I have no response, neither by email, nor chat, nor telegram.
only the bot that forwards the same thing.
Hello Julio!
Thank you for contacting PIN-UP support. We value your request and appreciate your patience! Your request has been forwarded to a specialized department. Please note that the approximate response time is 3 days from the date of receipt. Please also be advised that sometimes the deadlines may be extended. You must wait for the indicated deadlines.
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3 months ago
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GOOD MORNING, TO REPORT THE LATEST EVENTS.
THEY SENT US MORE THAN 10 DAYS AGO, 3 LINKS TO PASS VERIFICATION VIA VIDEO. WITH QUESTIONS.
EVEN THOUGH THESE ARE QUESTIONS THAT ARE NOT RELEVANT TO THE POINT.
THE QUESTION WAS ANSWERED CORRECTLY:
1.- LAST EVENT PLAYED BET
2.- ACCOUNT BALANCE
3.- 4 CARD DIGITS (IRRELEVANT INFORMATION) BECAUSE IT WAS NOT USED TO RECHARGE OR WITHDRAW
4.- LAST DEPOSIT ENTERED
5.-LAST DEVICE CONNECTED IN MY CASE PHONE AND PC.
WE HAVE NO RESPONSE YET, NEITHER BY EMAIL, NOR BY TELEGRAM, NOR BY CHAT, THEY ONLY INSTRUCT US TO WAIT FOR 3 DAYS, THEN 7 DAYS, THAT THIS TIME LIMIT IS UNDETERMINATE. THAT THEY THEMSELVES DO NOT KNOW WHEN THEY WILL FINISH VALIDATION.
IT WOULD BE EASIER FOR THEM TO ASK ME FOR A - SELFIE PHOTO - BANK STATEMENT - OR ANY OTHER DOCUMENT THAT I WOULD LIKE TO ATTACH AND EASILY VALIDATE MY ACCOUNT, WHICH THEY DO NOT ASK FOR, ONLY THE LINK FOR VIDEO QUESTIONS.
AND THE MOST IMPORTANT THING TO THE SITUATION ON SEPTEMBER 16, WE RECEIVED AN EMAIL WHERE THEY INDICATE
THAT MY ACCOUNT WAS BLOCKED FOREVER, AND THAT THE FUNDS WILL NOT BE RETURNED DUE TO THE REPEATED VIOLATION OF THE CONDITIONS.
AND THAT DOES NOT PASS THE ADDITIONAL VERIFICATION.
WHICH SEEMS TOTALLY ABSURD TO ME.
WHEN EVERYTHING WAS FULFILLED.
PLEASE I REQUEST URGENT HELP, IT IS ALMOST 2,930 NEW SOLES EQUIVALENT TO 777 USD. PLEASE HELP.
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3 months ago
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THIS IS THE ANSWER VIA TELEGRAM:
Thank you very much for your kind wait, dear Julio, the specialists indicate that they found suspicious movements in your account, so they decided to place your account under observation, after that they asked to carry out an additional verification of your account and unfortunately they confirmed that the data provided was not sufficiently accurate, which is why they decided to block your account, I am very sorry for everything caused, below I will give you the link of the terms and conditions regarding your case, https://www.pin-up.casino/es-pe/privacy-policy
1.- They sent me 3 links to be able to answer. Questions via KYCAID VIDEO, they were answered in a natural and normal manner. In fact, I recognize that I did not answer 2 questions, because they only give me 3-4 seconds to answer, they asked me the exact amount of my money in BALANCE, which I gave an approximate amount. I indicated 2900, when in reality it was 2930. And the second question was the last 4 digits of the VISA card, now I also did not have my card at hand at that time, now for me an unnecessary question, since I did not RECHARGE WITH VISA, and my REQUESTED WITHDRAWAL was by BANK TRANSFER to BANCO BBVA in Peru.
2.- Now indicate suspicious activity, they do not indicate exactly what they call suspicious. They are not specific.
3.- the PIN-UP company as I see in many cases from other users, they request DIGITAL INFORMATION, bank statement - SELFIE `+ IDENTIFICATION - WATER OR ELECTRICITY BILL - PASSPORT, etc., which in my case at no time did they request or give me the chance to be able to attach. Then I feel confused and discriminated against that they only make the decision, by a VIDEO verification, I request that they give me the chance to be able to attach what the company needs, I can gladly attach any extra documentation and in this way FREE MY ACCOUNT AND WITHDRAW MY MONEY, I request your support friends of CASINO GURU, grateful from the heart.
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3 months ago
Thank you very much, Juliopalomino0505, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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3 months ago
Hello there,
Thank you Juliopalomino0505 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 why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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3 months ago
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Thank you, dear Peter, for your time and attention, and we apologize for any inconvenience caused. Unfortunately, as we are users from PERU, we do not have access to another place where we can raise our complaints. I would appreciate it if you could help us solve this type of inconvenience.
We are long time players of virtual platforms and we know the regulations perfectly, and the verification issue is respected and we are here to solve it, as I repeat in my case they never asked us for additional information (despite the fact that when creating the account we already uploaded IDENTITY DOCUMENT AND FACIAL RECOGNITION, and the account came out VERIFIED), what's more, due to our way of playing they indicated that they considered us VIP CLIENTS, and that gave us facilities to be able to make a complaint, resolve conflicts and speed up our withdrawals, and that we had a direct advisor to resolve, which never happened. On the contrary, they only send us the same messages from the BOT. And we do not understand the reason why they have already blocked our account, claiming suspicions and that we did not comply with the additional verification. which for us is something very delicate, making decisions, through VIDEO QUESTIONS, of 3-4 seconds per question, that a common user cannot answer in such a short time. Despite that, we complied, on 3 occasions when they sent us the links. In one of the links that they sent us, when we just entered the link - we hadn't even started the round of questions and right away we got the message: VIDEO REJECTED - (FRAUDULENT BEHAVIOR WAS DETECTED) - for which the reason is not understood.
What we are requesting is that other ADDITIONAL VERIFICATION METHODS be used, as most companies in the world do, and that way we can resolve any doubts that the company may have regarding me as a CLIENT. I believe that this is the PURPOSE of why additional verification is requested.
THANKFUL, DEAR PETER, I look forward to your response.
GREETINGS FROM PERU
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3 months ago
Hello!
The specialists have reviewed the decision again and allowed the process to proceed further. After successful completion, the client will be able to fully use the website again. The client will receive an email with further instructions shortly.
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3 months ago
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Thankful to the CASINO - PIN-UP Representative, and likewise thank Peter and Casino Guru, for allowing users to express our doubts, concerns and problems, in this way they generate greater confidence in being able to use the virtual platforms. I will be aware of the email and the new instructions. Have a nice day, greetings from Cusco-Peru.
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2 months ago
My thanks to the both parties for the update.
Dear Juliopalomino0505, please keep us updated about any new developments or if you require any further assistance. Thank you in advance!
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2 months ago
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Good afternoon, with both parties, indeed, the account was unblocked, and we already have access, it is true that we are still waiting for additional validation to allow us to make withdrawals, the WATER and ELECTRICITY receipts have already been attached, in scanned PDF for review. We are waiting for confirmation, well we can also make plays, but yes there is a limitation in Amount, it does not allow us to make tickets greater than 20-30 usd. Well it is understandable, that of the limitations is something normal among companies in the sector, we will be pending that they can approve our document and also any additional information I am willing to provide for complete validation, grateful.
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2 months ago
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Good afternoon, after 6 days ago they asked us to attach a RECEIPT DOCUMENT FOR ELECTRICITY OR WATER, which we have already done, today they are asking us for a TELEPHONE LINE CONTRACT, which is also electronic, of which I will send the PDF for your approval.
I request that the person in charge of VERIFYING in PIN-UP, can request in a unique way all the necessary documents, it is not possible that EVERY 5-6 DAYS they will be asking us for the documents in a DIFFERENT way, which creates a terrible discontent with this WEB PAGE, since from the first moment that the additional verification happened, we have been waiting for almost 1 month for news. and it is not fair that they respond to us every 5-6 days, indicating new things, when they should request it, all the requirements are met and the WITHDRAWALS are released.
.
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2 months ago
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Good afternoon, to give a final update on my case: today 09/30, my PIN-UP person (080170600) was kindly contacted by the advisor named BARBARA RODRIGUEZ, where she kindly indicated to me that I should proceed to withdraw my funds today, 09/30, since they were going to stop operating in PERU, while they obtain their license in Peruvian territory, due to the latest laws that govern in the country, in which she indicated to me to proceed with my withdrawal, which is still BLOCKED, unfortunately due to that ADDITIONAL VERIFICATION.
I contacted them via telegram and they simply have no response. What's more, they tell me that the department says my case will be CLOSED while the platform is inactive until they obtain the license to operate in PERU, and that I should wait and that they do not have a deadline for a response and I just have to wait.
Please note that I have been requesting this additional verification for over a month, to which we attach VIDEO + ANSWERS, WATER AND ELECTRICITY BILL, TELEPHONE CONTRACT, which despite everything and taking into account the problem that they are going to close their website in PERUVIAN territory, they cannot make an exception and release the account, despite the fact that some advisors like the young lady who contacted me today, have the intention of providing a solution in a kind manner, I see that the VERIFICATION department is simply not interested in providing a solution, it is not possible that we do not have a response in 30 days. For something so simple, many companies in the sector give you observations or approve your documents in less than 24-48 hours, the PIN-UP service is very bad, now unfortunately we do not know how we are going to proceed since we may not have access to PIN-UP from PERUVIAN territory, and how we will request our withdrawals. we need solutions.
I attach the evidence of what was described above.
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2 months ago
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.
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2 months ago
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.
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2 months ago
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Finally!!!! They did indeed allow us to withdraw the money, but no email was received informing us whether the additional verification was accepted or not.
The money was withdrawn successfully and the money has already arrived at the Bank.
Thankful to Casino Guru for all the support and to the gentlemen at Pin-Up for taking the trouble to review my case and provide a solution.
We will wait for you to obtain your operating license in Peru, so we can continue playing, thank you🙏🏽
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2 months ago
Dear Juliopalomino0505,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
