The player struggles to verify as the casino is keep asking for new documents. The complaint was resolved as the player was succesfuly verified and was able to withdraw his winnings.
Pin-Up Casino - The player struggles to verify.
Amount: 932 R$
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
2 years ago
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3 years ago
Translation
Hi!
I joined PinUp a short time ago. I made some bets, nice odds, all right. As soon as I signed up for PinUp, I verified my account with my ID, proof of address and selfie holding the document.
I made some bets and after a few weeks I requested a withdrawal of 100 BRL to my Pay4fun account. All right. I received it correctly.
On the 10th of November 2021, I requested a withdrawal in the amount of 932.00 Brl and, to my surprise, it was not authorized. I contacted the chat and was informed that I would have to send additional documents. All good!
The following documents were requested by email:
. copy of my identity
. Selfie with my ID in hand
. Selfie with my identity and my PinUp account screen in the background
. Model my phone that the photos were taken
. Latitude and Longitude where the photos were taken
. Date and Time the photos were taken
Although I have never seen these requests, send them all and, after two days, they have been accepted. However, they asked me for a new document: my electricity bill from my home. Submit the document and it was also accepted. However, now I've been asked for a copy of my mobile operator's contract, registered with PinUp. I found this absurd, because I don't see any sense and it is something confidential, however, I sent a copy of the contract, with my number registered with the Operator with my signature.
My complaint is:
For me, it's clear and evident that they don't want me
pay. Asking me for absurd and unimportant documents to make a payment.
It's the famous: They're rolling! Well, they have no reason or anything to say for not making the payment.
From what I see here at Casino Guru, there are already other complaints about the same practice with other users.
I would appreciate your help.
932.00 Brl, for me, is a lot of money.
I appreciate the help in advance.
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3 years ago
Hello rossiglauber,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward in the case.
Was this your first ever withdrawal request from the casino? Since when are you trying to verify yourself in the casino? What documents did the casino already requested? Did you send them all of it?
Please note that it is very common for the casino to ask all kinds of documents are you will be unable to complete the verification if you do not provide everything they request.
Looking forward to your answer and I hope we will be able to help you out with your issue.
Regards,
Nick
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3 years ago
Translation
Hi!
I registered with PinUp on October 11, 2021. On the same day, I submitted my documents before making the first deposit. I sent my driver's license, proof of residency and selfie with my driver's license next to my face. In a matter of a few minutes, my account was verified.
I made some bets and on the 3rd of November 2021 I requested a withdrawal of 100 BRL to my Pay4fun account (same deposit method). I received this payment of 100 BRL, in 24h. I continued making some bets and on November 10, 2021, I requested a withdrawal of 932 BRL to my Pay4fun account, it was on this day that all my torment began. The withdrawal was not accepted, I was asked to contact the chat, where I was told that I had to go through additional verification.
The following documents were requested by email:
. copy of my identity
. Selfie with my ID in hand
. Selfie with my identity and my PinUp account screen in the background
. Model my phone that the photos were taken
. Latitude and Longitude where the photos were taken
. Date and Time the photos were taken
In two days, they accepted these documents above. But they asked for more documents. This time, they asked for proof of residence (my electricity bill). I submitted and it was also accepted.
However, I was asked for a new document, the Copy of the mobile operator's contract of the indicated number registered in PinUp. I, although I think it's completely absurd to request this document, as I don't see any apparent or necessary reason to send a payment, a confidential document, even so, I sent it.
In other words, they are accepting the documents I send, but they are absurd documents. It is clear and evident that they do not want to make the payment and are stalling the customer, asking for unimportant documents.
Thank you for your help!
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2 years ago
Dear rossiglauber,
Unfortunately, the casino can ask for multiple documents. Everything that can be connected to the payments made to a casino can be asked to provide as document so you can prove that it was you who made the transaction with your own funds. This works the same in almost every casino, where some of them ask for less some of them for more. This is not something that we can do anything with as it is a fair policy of the casino.
Is there anything else we can help you with?
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2 years ago
Translation
Hi!
I understand that they can ask for several documents, but they don't answer me anymore. They demand documents, I send them the documents and they stopped answering me.
That's a clear demonstration that they don't want to pay the customer, don't you think?
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2 years ago
Hello rossiglauber,
From our experience collected in other complaints, I would say it is completely normal behavior of the casino. If they would answer to every single e-mail every time someone writes them, they wouldn't even have time to do anything else. When did you send the last document they requested?
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2 years ago
Dear rossiglauber,
We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.
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2 years ago
Greetings rossiglauber!
The reply to mail, after sending all requested documents, may take up to 5 business days. Please, wait for the answer. If there past more than 5 business days, since you have sent documents, inform us, and we will find out the information.
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2 years ago
Translation
Hi! Sorry for the delay in replying, I was sick and had to go away for a few days.
Come on:
I sent all the documents requested and, despite the delay in responding by email, it seems to be evolving. Today, Friday (03/12/2021), completes 5 working days since I sent the email with the requested information. I'm waiting for the Pin-Up response in my email so we can complete the full verification of my account.
Thank you!
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2 years ago
Hello rossiglauber!
Please wait for the response, if you have sent the letter this week, than answer will next week, after weekends, because responsible department check out all letters during business days. You definitely will get the answer. If there won't be a reply next week, please, inform us. And we will get more information regarding your issue. Thank you for understanding, and waiting for your reply.
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2 years ago
Translation
Hi!
On 11/28/2021, I received an email from Pin-Up requesting confirmation of the IP number used in my account, provider name and device model used. On the same day 11/28/2021 I replied to the email with all the requested information. In other words, today is 12/04/2021, 5 working days have passed and no one has responded.
See my email sent on 11/28/2021, please.
I'm waiting.
Thanks!
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2 years ago
Hello rossiglauber!
You will receive a reply by mail as soon as possible, indicating the next steps.
Thank you for your understanding and patience.
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2 years ago
Dear rossiglauber,
Inform us once you receive the reply from the casino and let us know what is needed to complete the verification.
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2 years ago
Translation
Hi!
I haven't received a Pin-Up feedback yet.
The last request was to inform the IP number, device model and name of the internet provider used in the Pin-Up. I sent this information on 11/28/2021.
Still waiting. When I get a Pin-Up feedback, I'll let you know.
Thanks for listening!
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2 years ago
Good day!
Yesterday we sent you a reply by mail, please check your inbox.
If you do not see letters from us, try looking in the "Spam" folder.
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2 years ago
The letter was sent to the mail that is indicated in the account, we could not send it to another person. Perhaps you have run out of free space in your mailbox?
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2 years ago
Translation
I have a lot of space in my email. I'm even getting all email notification messages here at Forum Casino Guru. I have received more than 20 emails today, everything is normal. I have plenty of space in my email with no problems.
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2 years ago
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I sent, right now, a new email to verification@pin-up.team.
Check the email received.
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2 years ago
You don't need to send anything else. According to the latest information, the check has been completed and you can withdrawal 😉 You have already created a request, so just wait 🙂 Standard withdrawal times can be up to 24 hours, but in some situations they can be slightly increased.
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2 years ago
Translation
Hi!
Finally I managed to approve my account and withdraw the money that is in my Pin-up account.
It's all solved.
Many thanks to the Casino Guru team and Pin-Up.
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2 years ago
Hi!
We are glad that you succeeded 🙂 If you have any difficulties, you can always contact the technical support chat on the site, or contact us on the forum if they cannot resolve your issue. We wish you a good mood! 😉
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2 years ago
Thank you very much rossiglauber and Pin-up Casino for the cooperation in this case, I'm glad it could be resolved. The complaint will be now closed.
Please do not hesitate to contact us if you will come across any other trouble again in the future.
Best regards,
Nick
Casino.guru
