The player from Portugal was unable to verify their account for several months. One month after the player submitted the complaint, the casino informed us the player had passed the identity verification and requested a withdrawal. The player later confirmed the issue had been successfully resolved. The complaint was closed as 'resolved'.
Pin-Up Casino - The player's struggle to verify.
Amount: €4,357
Pin-Up Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good evening!
I registered with the pin-up in March, however that same month I made a withdrawal request, which after sending the various documents requested for account validation was approved and was uneventful. At the end of April I made a new withdrawal request, which was denied and a new account verification process was started. However, today, July 23, almost three months after starting this last verification process, I still don't see it resolved, all because the pin-up, in addition to requesting several other documents, also asks for the sending of documents that have already been sent. Since they do this by requesting one document at a time, this fact would not be a problem, if they did not take a long time to respond to e-mails. Since the indication they give to customers is that it can take up to 5 working days to respond, when in reality it usually takes 2 to 3 weeks, at this moment I am waiting for an answer from them for 20 days, already with several others emails sent and attempts to get answers in support via chat and always unsuccessful. I find all this situation a lack of respect for the client and I am extremely displeased with the pin-up right now. I would like to see this long process resolved as soon as possible.
Samuel O*******
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Samuel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few more question before we would try to contact the casino. Was your account verified in the past when you requested for the first withdrawal? When was the last time you spoke with the casino? Which documents did they request when they last contact you? Was all the documents you sent up to date and relevant? Plese forward any proof or communication between you and the casino to nikolas.b@casino.guru. Looking forward to your answer.
Best regards,
Nick
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3 years ago
Agradeço desde já a vossa ajuda.
Sim, a minha conta estava verificada quando realizei o primeiro saque. Inclusive neste momento o status da minha conta no site deles aparece como conta verificada. O último e-mail que enviei foi no dia 23 de Julho, sendo que enviei vários antes sempre sem obter qualquer tipo de resposta. A última vez que recebi uma resposta foi no dia 3 de Julho, solicitando " uma cópia do contrato com a operadora móvel para o número indicado em seu perfil durante o registro", a qual enviei prontamente. Todos os documentos que enviei até ao momento foram atualizados e aceites pelo casino. Reencaminhei para o e-mail indicado os e-mails que tenho trocado com a equipa de verificação deles. Se necessitarem de mais informação disponham.
Obrigado
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3 years ago
Translation
Good evening!
I would like to know if you can give me an answer to my case now, as Casino Guru's response time is running out. Thanks
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3 years ago
Dear Samuel,
Sorry for the later respond as we had some issues with the complaint site. I'll be now forwarding your case to my collegue Andrej who will be assisting your from now on. I hope we will be able to help you and resolve the issue as soon as possible.
Best regards,
Nick
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3 years ago
Dear samununes25,
I looked at your complaint as well as the provided e-mail communication with the casino. I’ll contact the casino representative and try my best to resolve the issue.
I would like to invite Pin-up Casino to join this thread and participate in the resolution of samununes25’s complaint.
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3 years ago
Thank you, Pin-up Casino, for your reply. Please let us know once any progress in samununes25’s identity verification has been made. I’m setting the timer for 7 days.
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3 years ago
Translation
Good evening!
Thank you in advance for all the help you are giving in this Casino Guru process.
In response to the comment left by the pin-up casino team. I have already made it clear that "additional checks are still in progress", which is exactly the problem. The process began on April 28, 2021 and is still without a resolution in sight, since despite the fact that a reply was sent from the pin up casino yesterday, it took 32 days to arrive and once again came up with a new request for more documents. I would appreciate a faster response in order to see this process finished once and for all.
Thanks
Automatic translation:
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3 years ago
Dear samununes25,
Your account is under verification, this is a standard procedure, don't worry. Specialists can respond to your letter up to 5 business days. If the period between replies exceeds this limit, please let me know about it.
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3 years ago
Dear Pin-up Casino,
Has there been any news regarding samununes25’s identity verification? If not, could you please advise when can they expect any progress?
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3 years ago
Translation
At this moment I'm still waiting for an answer. The last question asked was about which devices I used to access my account, locations and IP's. I think they have access to all of this through their website, since I can access this information myself on my account, I didn't understand why they questioned me. It was 4 working days ago that I replied, I await the response from Casino pin up. Thanks
Automatic translation:
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3 years ago
Dear samununes25,
The verification procedure is a standard procedure, the response to your letter may take up to five business days.
I apologize if this situation has caused you any inconvenience.
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3 years ago
Thank you, Pin-up Casino, for the reply. I’m extending the timer by 7 days. We will wait for further updates from you.
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3 years ago
Translation
Good evening!
Right now I'm waiting for a response from the casino for 10 days (8 working days), more than the maximum of 5 days they report
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3 years ago
Dear samununes25,
I clarified the information, the following verification request was sent to you, please check your mail and write if you do not find the letter
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3 years ago
Translation
I have not received any messages from you since my last reply on August 9th
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3 years ago
Dear Andrej,
The client successfully passed verification and created a withdrawal request, now it is being processed.
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3 years ago
Thank you, Pin-up Casino, for the update. I’m glad to hear the good news.
Dear samununes25,
I’m setting the timer for 7 days. Please let us know once there’s been any news regarding your withdrawal request. Thank you in advance.
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3 years ago
Dear samununes25,
Has there been any news regarding the issue? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.
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3 years ago
Dear all,
Even though we assume that the issue has been resolved, without a confirmation from samununes25, we are forced to reject this complaint.
The player can reopen this complaint anytime.
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3 years ago
Translation
We've reopened this complaint as per samununes25's request.
Additional comments from samununes25:
" Good afternoon!
I apologize for the delay in replying. Despite having the balance unlocked, I wanted to withdraw it before giving my feedback. Despite some difficulties in making the withdrawal after having the account verified, namely the rejection of several withdrawal requests that I made via skrill, ecopayz and netteler and the limit of 1300€ per request that took about 2 days to be finalized with some rejections by the middle. At this point I am able to withdraw my entire balance. It should be noted that after this process, which took several months, the casino blocked me the possibility of placing sports bets, and the odds offered to me are substantially lower than those of other players and in some cases my bet limit is of 0€. As for casino games, I didn't even want to try again.
A big thank you to the casino guru team for all their help!
As for the pin-up casino, I think you should seriously reconsider the treatment and support you give your customers.
Best regards,
Samuel O*** "
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3 years ago
Thank you, samununes25, for letting us know. I’m sorry to hear that your account has been limited, but I’m glad to hear the good news.
Thank you for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
