Pin-Up Casino - The player's account got blocked.

Hello rekha6353,

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 if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

After wining they apply restrictions (game play and withdraw) on my account yesterday I ask to customer support they told me to upload documents and I uploaded documents yesterday and account got verified so my account is verified from yesterday.

I have real money .I doesnt have bonus.

I last contact to casino yesterday and about my game play and withdraw restrictions.

Thank you

Hello rekha6353,

Many casinos has restriction until the verification process is complete. Can you please advise if your issue still persists? Can you request a withdrawal now?

Dear sir,

Thank you for your reply.

My issue is still persists and I am not able to create withdraw request so please help me.

Thank you

Thank you rekha6353 for all the information provided so far. 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 rekha6353,

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.

We would like to invite Pin-up Casino to join the conversation.

Dear Pin-up Casino,

Can you please provide information regarding the player's blocked account? As the player stated their account was verified, so are there any other issues?

Hello Rekha, hello Michal!

Dear Rekha, You previously contacted the chat on the site and were informed that you need to provide, in addition to the basic set of documents in the profile, a selfie against the background of the profile on our site and account statements for PayTm and UPI in order to undergo the KYC procedure. It was not reported in the chat that after loading the standard set of documents in the profile, the procedure would be completed. Please provide the documents that are necessary to pass the verification to our mail, according to the instructions that the operator sent you earlier in the chat, and you will be able to withdraw money

To find instructions - You can simply open the chat and the history of correspondence with operators will be loaded there. If you cannot find the instruction in the chat, then write to the operators again - they will provide it again

Please tell me, have you already done this before or did you not notice such information in the chat?

Dear sir first you asked me my documents pan or adhar card both side photo and a selfie with adhar card.i already provide you this and your customer support only told for this but I am not able to play game or withdraw money..after I contact your team they asked me additional documents so I want to ask you if you want to do kyc why so ask me before type documents and after additional documents.why did you verify my account with before documents?

I will also provide you my additional documents but my champlain remain here until my additional documents verification complete.

Send me your email ID where I can send you documents.

Thank you

Yes, when you contacted the support service on February 28, you were indeed informed that you only need to upload the standard package of documents. The operator made a mistake and called an incomplete list - we apologize for this. But on the same day, February 28, when you next contacted the chat, you were already informed about the need to send additional documents, in addition to those already uploaded. Then you contacted the chat several times and were informed of this information several times

Regarding why you see the successful verification icon in your profile, this is because you really successfully passed the basic part of the verification, but in your case, you also need to send some additional documents by email. You need to send them according to the instructions

Please email us to verification@pin-up.support one picture + UPI and PayTm statements

The following should be visible on your picture:

- your face;

- the document you used for account verification (front side);

- screen of an electronic device with an open page of your Pin-Up Profile, Account ID should be clearly visible.

You can get statements in your personal account of your wallets. For additional instructions on how to obtain them, we recommend contacting wallet support

Email subject: Consider the appeal.

Email body should contain your Account ID (you can find it in the Profile section).

The request will not be considered in case not all data is provided correctly!

Standard processing time is 5 business days. Sometimes the deadlines can be extended

Thank you for your reply

May I take documents in one hand and mobile in another hand .in mobile display show pinup profile section there also mention pinup account number. Is this perfect?

Yes, sure. You need to do exactly that 🙂

Dear sir

I have send you my additional documents to your email address so please check.

Thank you

No emails were found from the email address you entered in your profile. Please tell me, did you send a request from the correct email?

Sorry for this I sent you again some word is incorrect so please check again.

Thank you

Yes, now the email has reached, but you have not indicated all the necessary information. Please resend the email and indicate the ID of your account 

Ohh sorry....

Now I have sent you again.

Please check

Dear casino,

I sent you my bank statement which I use to deposit in pinup casino.

Paytm and upi is a app where my bank account is link with them.

So all the transactions which I do from my app like paytm phone pe money deduct from my bank account so I send you my bank account statement where you can see transactions with you.so paytm and upi app have not different statement ,they is platform where my bank account link so all transactions do from my SBI bank account and I already send you my SBI account statement.

Thank you

I would like to thank you all for your responses.

Dear Rekha,

As it looks like you have sent all the evidence required by Pin-up Casino, their security team will now check all the documents. This process can take a few days, so I kindly ask for your patience, and I'm, sure Pin-up Casino will reply back once the process finishes or if any additional documents are needed.

Hello!

We see that all documents have already been verified and you have successfully withdrawn your money

Casino play is available again

We wish you good luck and big wins! 🙂

Thank you for the response Pin-up Casino.

Dear Rekha,

Have you successfully received your withdrawal? Can we consider this complaint to be resolved? 

Thank you so much casino guru and pinup....

Casino guru is very awesome .you help us very much..

Again thank you

Dear Rekha,

I'm glad I could help. Can you please confirm that your issue has been solved, so I can mark your complaint as resolved?

Yes,my issue is resolved...

Thank you again

Great news, Rekha. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, 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 and 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.

Best regards,

Michal