The player from Brazil had had an issue with the verification process at Pin-Up Casino, which had resulted in his account being blocked. The player had provided all the necessary documents for verification, yet the process had not been completed. The casino had requested additional documentation, including a bank statement with a bank stamp and an employee's signature. The player had expressed frustration with the lengthy process and had requested a refund of his deposits. After several exchanges, the casino had agreed to refund the deposits, however, there had been complications with the chosen withdrawal method. Eventually, the casino had approved the withdrawal via the PIX method, and the player had confirmed that the issue was resolved.
Pin-Up Casino - Player struggles with account verification.
Amount: 5,947 R$
Pin-Up Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
I sent all possible documents and still my account has not been verified. I hope this complaint helps me.
Hello enzomsimao,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pin-UP Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Verification began on May 23rd and until now my account is still blocked, I sent all the requested documentation. Eventually they ask for the same document more than once even though they have already verified it. I exchanged several emails with the responsible area, sent all kinds of personal documents to verify the data entered in the casino account.
Hello enzomsimao,
Would it be possible to forward the e-mail communication between you and the casino to nikolas.b@casino.guru?
Thank you enzomsimao for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello enzomsimao,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Pin-Up Casino to join the conversation.
Dear Pin-Up Casino,
Can you please provide information on why the player verification has not been finished yet? Do you require any additional evidence from the player?
Hello dear enzomsimao and Michal!
enzomsimao, the fact is that you did not send the full list of bank statements that were requested from you. Please clarify which statements you have already provided to our specialists?
I sent the only relevant invoice to resolve my process, the invoice that contains all the releases referring to the 6 deposits made in my pin-up account. I repeat, all deposits are included in the invoice/ statmente bank from Bank ITAU Brazil; that you have already received 4 times.
dates, amounts and names respectively of the deposits:
22/05/2023
22/05
23/05
23/05
23/05
23/05
_ _ _
mkh investment limited
DIVERSOS. intl mkh investment limited
DIVERSOS. intl
apolopag*pinupswitchpa
DIVERSOS. intl
apolopag*pinupswitchpa
DIVERSOS. intl mkh investment limited
DIVERSOS. intl mkh investment limited
DIVERSOS. intl
_ _ _
brazilian reais:
5.510,15
5.510,15
4.999,00
4.999,00
2.800,66
56,01
Thanks for the detailed explanation!
I pass this information to specialists and they gave their comment. They still have not accepted your document because it does not contain accurate information about the time of transactions. In this regard, the experts proposed another solution - a paper statement from the bank branch, which will have a bank stamp and the signature of an employee. Photo of this paper statement you should pass to our specialists by email
Could you do it please?
Yes, I will ask my account manager later today. Where do I send? Can you give me your email please?
Please send this photo to the same email address where you sent documents earlier
As requested, I just sent the document by email. My ac manager printed out my invoice and signed it.
Thank you all for your responses.
I hope that the documents will be now accepted and that we are moving in the right direction for the verification to be successful.
I just sent prints of the timeline of my mobile bank application with all the deposit transactions, approved and denied, as well as the related charges. I hope my pin-up account will be released as soon as possible.
Hello!
We observe that the verification is still ongoing and experts are reviewing the documents
As soon as it is verified, you will receive a response by email
Dear enzomsimao,
I understand that the verification process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that takes a bit of time. I would kindly ask you to be patient and wait for the check to be completed.
ALL relevant documents were sent and until today my account is blocked with more than 20 thousand reais.
Don't worry, once the verification process is completed - your money will be available to you in full. Please clarify how long ago you sent the last documents?
I've been waiting for this since the 23rd of May when I sent the first requested document. My last card statement was sent on June 5th.
But you wrote above that on July 18 you received a printout of the statement from your account manager and sent it to us by email on the same day. They also wrote on July 19 that they had sent the documents. Please clarify, did you send the statement printed by the employee for 22 and 23.06 or were the last documents provided by you on 5.07?
I reiterate, the last relevant document was sent on July 5th; the rest is just your bullshit, I have already proven from A to Z that I am the owner of the card and the account used for the deposit, proof of residence, proof of phone number, proof of card invoice, several screenshots of my app mobile with all the deposits and so far nothing from you.
and then I still sent the document signed by my manager physically at the bank branch and nothing.
I sent a photo, I sent a selfie, I sent a passport, I sent a photo with the passport and with the pin-up account open. I want to believe that I will receive my money but it is difficult, I hope that one of your managers intercedes.
Dear enzomsimao,
I fully understand your frustration with the verification process, we have received complaints about this from other players as well, that's why we show this Con in the casino review "Strict verification process (many documents required)" but I have to warn you that this kind of language, won’t be tolerated. You must not use abusive or aggressive language. We are here to help players, and we have zero tolerance for such behavior.
Dear Pin-up Casino,
I understand that KYC and AML processes are important and you need to follow certain rules, but from what I understand, the player has already provided a lot of evidence to you, so why is the process still not finished?
Michal, the fact is that we did not receive a printed bank statement signed by an employee, which we asked for and which the dear enzomsimao speaks about. We received 19 Jul only screenshots from the online banking application
Dear enzomsimao, could you send a screenshot to us or Michal so that it can be seen that you sent the printed paper statement with the signature of the employee and the seal of the bank? If you still haven't sent this statement, could you send it to verification@pin-up.support, please?
Dear enzomsimao,
Please make sure you sent the printed paper statement with the signature of the employee and the seal of the bank to the Pin-up Casino team at verification@pin-up.support. If you have done that already, please forward all the documents you have sent to Pin-up Casino including the printed paper statement with the signature of the employee and the seal of the bank to me at michal.k@casino.guru
Dear enzomsimao,
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.
I had not received the reply notification, I just forwarded the requested document to the two emails above. sent from igpnegocios@pm.me.
Dear Pin-up Casino,
It appears that the player has submitted all the necessary documents. Could you please provide an estimate for when the verification process will be completed?
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.
Hello, Michal 🤝
Unfortunately, we haven't received anything new from the player since July 19 😔
Dear enzomsimao, could you send us a screenshot to manager@pin-up.support or Michal's email, which will show the sent letter, its date and email addresses of the recipient and sender?
Dear Pin-up Casino,
The player sent an email to your email address verification@pin-up.support on 15.8.2023. I know this as my email was in the "cc". I will forward the original email to you at manager@pin-up.support as well, so hopefully you will receive it now successfully.
Hi all!
Yes, Michal, we got email, thanks
enzomsimao, our specialists have reviewed the document that you sent - it does not have the official seal of the bank and is completely similar to the document that you sent earlier from your online banking account, which was not printed. Please contact the bank branch and ask them for an official account statement document, where there will be both a seal and an employee's signature, so that our specialists can identify the document correctly
As soon as you receive such a document, send it to verification@pin-up.support in the correspondence that you have with specialists regarding additional verification
Thank you for your response, Pin-Up Casino
Dear enzomsimao,
Please make sure you send the official bank account statement document, where there will be both a seal of the bank and an employee's signature to the Pin-up Casino team at verification@pin-up.support and add my email address michal.k@casino.guru to "cc" as well, please.
the signature on the document sent was requested at the agency and signed by a bank employee, what more do you want? he was kind enough to sign because all bank documentation is now digital. which has also already been sent, in app timeline format and in pdf invoice format.
Dear enzomsimao,
I understand that the requirement from the casino might appear a bit too much, but it is nothing unusual that even other casinos require this as a part of the KYC and AML process. I understand that nowadays are bank statements available online, but every reputable bank can still provide you with a paper statement for instances like this.
Please ask your bank to print out your bank account statement for the required time period on headed paper with a seal/stamp of the bank and the signature of an employee so we can move on with your complaint.
Make sure to send this to the Pin-up Casino team at verification@pin-up.support and add my email address michal.k@casino.guru to "cc" as well, please.
Is there no other document I can present? my manager said that the most he can do is print the digital copy and sign and stamp the paper A4.
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.
We apologize for the long response
Dear enzomsimao, please provide the document that you can, but that it be officially legally certified by a representative of the bank with the seal and signature of the employee. Our specialists will review this document. If it is possible to receive any other official printed document confirming your ownership of the card - for example, a copy of the contract, then please send it along with the statement
Dear enzomsimao,
Please make sure to send all the required documents to the Pin-up Casino team at verification@pin-up.support and add my email address michal.k@casino.guru to "cc" as well.
I'm going to the physical agency on Monday to resolve this once and for all.
Would it be possible for you to simply issue a refund to my card regarding the deposits? it could be on the same card used.... it would solve this problem that has been going on for months.
Dear enzomsimao,
It is expected that the players provide all the necessary documents for the KYC and AML processes. I understand that some documents are not easy to obtain, but in your case, the bank account statement for the required time period on headed paper with a seal or stamp of the bank and the signature of an employee is nothing unusual, instead, this is a quite common requirement.
It is up to the casino team if they are willing to return your deposit, but as you have not passed the KYC process, they have no real financial obligation towards you at this point.
Dear Pin-up Casino team,
Is it possible to address the player's request by refunding their deposits rather than issuing their winnings?
Hello
We talked with our specialists and they approved the withdrawal to the card from which the deposits were made
The account has been unblocked - you can withdraw
Thank you for the response, Pin-up Casino team.
Dear enzomsimao,
Please let me know once you receive the agreed refund so that we can consider your complaint to be resolved.
There is no option on the website to make withdrawals to a specific card. I thought you would do it straight through the system. I'll try a normal withdrawal, ok?
Yes, we checked, indeed, card withdrawal is currently not available in your region, although it is available for deposit
Our specialists will approve your withdrawal using the Astropay method, provided that the phone number to which the wallet is registered matches the number in your account on our website. Therefore, please, if the wallet has not yet been registered, register it, and if you already have it, you can immediately withdraw to it
just checked and the withdrawal was cancelled, I contacted the pin-up chat to check and the attendant informed me the following:
"Thank you for waiting! I see that a withdrawal worth 20000 BRL was made on 05-10-2023 at 13:11:56 GMT-3, using the Astro Pix method, but it was canceled on 06-10-2023 at 02:17:43 GMT-3 due to the fact that you need to verify your account and I see that you have already done so."
Can I make the withdrawal directly via pix to my CPF (lise SSN)? The bank account is in my name at a renowned Brazilian bank. I have already proven in every way that this money is legal and mine, I beg you so that we can resolve this soon.
I believe that because it was a high amount and I created the astropay account less than 48 hours ago, they refused the money, I don't know. I ask you to check this too. thanks!
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.
Hello
The operator on the site made a mistake, since the cancellation of the payment using the Astropay method was due to a technical reason on our part. It has now been fixed and you have had successful payments through Astropay. We wrote above that withdrawal is approved only by this method, so you can withdraw only using it. Payments by other methods will not be approved
We need to analyze this issue carefully, I don't know how far Pin-Up's partnership with the AstroPay payment platform goes, but I transferred approximately 5000 from my Pin-Up account to my AstroPay account (the account is linked to my CPF - Brazilian tax ID and my number, the same number as the pin-up) and I simply cannot withdraw the money from the astropay account, I have 5000 reais stuck in astropay and 15000 have not yet been transferred from the pin-up acc, I have not transferred all the money from the pin-up at once precisely because of this fear. Cant you release the withdrawal via PIX, linked to my CPF(tax id), given that astropay is even less secure, by pix, payment is 100% secure and only I can receive it as it is linked to my tax id.
Dear enzomsimao,
I understand it is uncomfortable for you, but if I understand it correctly, the Pin-up Casino has not much to do with the fact that Astropay somehow restricted the option for withdrawing your money. I can only advise you to contact Astropay directly to sort that out with them. Pin-up Casino clearly stated before that payment by other methods will not be approved, but maybe they can reconsider their decision.
Dear Pin-up Casino team,
Can you accommodate the player with the payments via the PIX method?
Hello
We talked with specialists - okay, you can create using the PIX method, but on the condition that you use a wallet that is registered to your CPF
thank you! I just tried via pix directly to my CPF and the withdrawal was rejected, let me know when I can send the withdrawal order please
To resolve our issue, I need to return the 5,947.00 BRL that were initially transferred to Astropay back to you so that I can withdraw via PIX, okay? The balance that was originally taken out for Astropay is only allowing me to withdraw through Pin-Up and not via PIX (meaning, I still have these funds locked). I appreciate all the help up to now; this is the last step to finalize things! thanks
waiting for my last withdrawal to be processed! we are close to the end. thanks
Dear Pin-up Casino team,
Can you please release the funds to be available for withdrawal via PIX? It looks like this would be the last step to finally come to a successful end.
Dear Michal,
The fact is that all the money has already been withdrawn from the account on our website and dear enzomsimao offers to make a deposit back and withdraw again, but using a different method, since he does not know how to withdraw from the Astropay wallet. But we have nothing to do with both wallets and would like to ask you enzomsimao, have you contacted wallet support to find out the possibility of withdrawal?
Dear enzomsimao,
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.
I'd like to make a note for other clients: it took me about 4 months to remove a simple block on my account that could have been resolved in a 5-minute Zoom call. The world has changed, and this company clearly complicates its processes for reasons that are not worth mentioning here.
Dear enzomsimao,
I'm glad to hear that the issue has been resolved. We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
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