Pin-Up Casino - The player struggles to verify his account.

I have issues with ongoing verification. I created an account some months ago and this is my third verification. The first one was before first withdrawal, which I passed. The second one was after a few months, which I passed as well. And now is the third one. They asked me for a selfie with my player account in the background, I sent them the picture and they accepted it. Then they asked for a utility bill, which I sent. As a response to my sent document, they copy-pasted the same formula asking for a utility bill. I asked them why they want a utility bill again and what was wrong with the previous one, I got a response with the same copy-pasted formula asking for a utility bill.

I contacted livechat support multiple times, but they say they have no access to such information and I need to contact their verification team via email. When I ask their verification team, they send the copy-pasted formula not concerning my question. So I'm stuck with no options left. The worst thing is that they answer emails once in a 5 business day period, so I have to wait 5 days to receive the same copy-pasted formula, there is no communication whatsoever.

I haven't used any bonuses on their site. I successfully withdraw money multiple times from their site. I sent the document that they wanted, but in a response they want this document again, not answering if the previous document was wrong or not.

Hello danio495,

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? When did you forward them the utility bill? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

You have everything in the attachments. I sent the utility bill on the 30th of December. This verification started on the 22nd of December. I contacted the livechat support today and they were not able to help me, they wanted me to contact the verification team via email, but I did that before and they refused to answer my questions, they just copy-pasted some formula.

Thank you danio495 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 danio495,

It's Michal again, I have taken over this complaint. I have reviewed this case, and although I can understand that asking for the same document multiple times might appear weird, I have experienced more cases like this in the past, and it was somehow related to the license regulations. You have provided this before already, so I think it should be no problem for you to provide it again.

I understand that the KYC 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 the casinos are entitled to. Just to let you know, Pin-up Casino almost always uses the full timeframe of 5 days for answers, so although the casino has been cooperative with us so far, it's not the quickest with replies.

With this being said, 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,

What is the reason you are asking the player to submit the same documents you have already approved again?

Hello!

According to information from specialists, by the current moment it has already been possible to successfully provide everything that was previously difficult. Dear Daniel, experts have sent you the following instructions to your email. Please check your email-box

Thank you for the response, Pin-up Casino.

Dear danio495,

As mentioned by Pin-up Casino, please follow the instructions mentioned in the email from the Casino.

Let me know if you would need any further assistance.

Yeah, I made a step further, now I'm getting asked for a ewallet screenshot of transaction when I deposited with crypto. They just throw every possible verification option on me although I've been verified there already. I'm trying to follow the instructions, will update you later.

Daniel, I'm sorry that I didn't clarify this point initially, but an additional check is being carried out on your account. It is carried out in addition to the basic account verification that you previously passed. All requests that are sent as part of an additional check are all within one check, not several. You need to follow the instructions in the emails sent by the experts. Screenshots of transactions in the transaction history can also be taken in a cryptocurrency wallet

Since the start of my additional verification (which started in december), I've sent:

• selfie with ID and my profile page in the background
• scan of an utility bill
• scan of a bank statement
• copy of the contract with mobile phone operator (in my case the card starter with mobile phone shown and my ID, since I don't have a contract)

After I've sent the card starter, I've recived an email saying 'To continue with the verification procedure, you must attach a copy of a bank statement / cash flow statement on the accounts, or a screenshot of the e-wallet transaction history from which your Pin-Up account was topped up. This document is requested as part of your verification of your compliance with paragraphs 6.1.1 and 6.3 of the User Agreement.'

Since I deposited with crypto, I've sent a transaction confirmation. After 7 days after I sent the screenshot of the transaction, I received an email saying 'Thanks for the document provided.

To continue with the verification procedure, you must attach a copy of a bank statement / cash flow statement on the accounts, or a screenshot of the e-wallet transaction history from which your Pin-Up account was topped up. This document is requested as part of your verification of your compliance with paragraphs 6.1.1 and 6.3 of the User Agreement.'

So basically the same formula. After 7 days. They didn't communicate if the last document was approved or no, they just spam the same formulas without communicating anything. If I ask livechat support they say, they have no access to verification stuff and I should ask verification team via email. Verification team answers once per a week and they just send copy-paste formulas instead of answering the questions.

IT'S IMPOSSIBLE TO FINISH THE VERIFICATION ON THEIR SITE.

Daniel, that is, you sent a screenshot of one transaction to specialists, instead of a screenshot / screenshots of the entire history? We also want to add that in most cryptocurrency wallets you can get the entire transaction history in one file so as not to take such screenshots

What's the point of sending you my entire wallet history, it makes 0 sense, I just sent you the transaction that I topped up my account with, why isn't it enough? And no, my wallet doesn't have a 'wallet statement' that I can download into one file.

I'd like to ask casino.guru how sending a cryptowallet history has anything to do with verification? I've played in multiple casinos and haven't seen such thing. It's ridiculous. Look at the list of documents I've sent and now they want a CRYPTOWALLET HISTORY.

Thank you for the response, Pin-up Casino.

Dear danio495,

I understand your frustration, and yes, I can empathize with you that Pin-up Casino is requesting a lot of evidence, however, the casino is entitled to request any reasonable evidence, and the statement/transaction history of the deposit method is one of them. This is required to finish the AML/KYC process. I can only advise you to please provide the required statement to the casino. I'm not familiar with all crypto wallets, but most of them have a feature to download a PDF of your transactions, so if you could obtain that, this might help. As I mentioned previously, Pin-up Casino almost always uses the full timeframe of 5 business days for answers, so although the casino has been cooperative with us so far, it's not the quickest with replies.

Sadly, I can only ask for your patience and ask that you provide the required documents to the casino, only then can your case be moved forward.

My wallet is created only for mobile devices and it has no such feature. I can make screenshots of my wallet history, but shouldn't it concern the last 3 months only?

Dear danio495,

Usually, the transaction history for the last 90 days is sufficient, but we had some cases in which the casino requested the transaction history for the whole 365 days, so although it might look a bit weird, it is nothing unusual, that the casinos require this.

If the screenshots are the only option, then provide those, hopefully, this will be enough for the casino.

I've sent my wallet history from 20 August to today, I can't go further. There are my 3 latest deposits made on your site. If you could speed things up I would really appreciate it, I'm struggling with your verification team for over a month now 🙂

Thanks for the response, danio495.

Dear Pin-up Casino,

Hopefully, the provided screenshots will be sufficient to finish the verification process. Can you please tell us when this is done and you will proceed with the withdrawal?

Unfortunately, at this stage it is not possible to assert that the process will be completed after the statement is provided - all documents are requested by specialists as necessary. Now we should expect a response from them. But we are always in touch and, of course, we will continue to inform about this process. As soon as there are any updates, specialists will send information to Daniel's email, and we will also try to promptly report in this discussion

Thank you for the response, Pin-up Casino.

Hopefully, it won't take much longer.

Hello!

The specialists sent their answer to your email, Daniel. Please check your email inbox

Now they ask me to provide all devices (names, models, system versions) and all internet providers (names, IPs and cities) that I used to log into their site. I give up, I'm not gonna cooperate anymore. They ask for too much, I was already skeptical about my WHOLE CRYPTOWALLET HISTORY, but I sent it anyways and now they ask for such thing. I'm not gonna send anything more, I don't care, it doesn't matter. Even if I sent it (which is not possible, I don't remember all places and IPs, I've played there for a year), after a week they would ask for another ridiculous thing.

It's not verification anymore, it's a joke. And they make all this just to freeze 600 euro, disgusting. Once again, I'm not gonna send anything to those scamers. ANYONE WHO IS READING THIS COMPLAINT, PLEASE AVOID THIS CASINO, THERE ARE MANY BETTER CASINOS WHICH COMMUNICATIVE AND USER-FRIENDLY.

If it's possible, please reduce the ranking of the casino for such stupid verification process. If not, my reviews here and on another sites including trustpilot maybe will be enough to warn other players.

Dear danio495,

I understand your frustration, I have to agree with you that Pin-up Casino is requesting a lot of evidence. The "standard requirements" are fully justified, but I'm not sure how would a regular player be able to provide all internet providers (names, IPs and cities).

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 provided a lot of evidence to you. I'm not sure how should the player provide all internet providers (names, IPs and cities). This appears to be an unreasonable request. If you require any further verification check a video call would be a fair approach

Dear Daniel and Michal!

In the course of the work carried out, due to the lengthy verification process due to difficulties encountered with communication via email, for which Daniel had to wait several times and receive the same information in response as before, our team decided to meet halfway and complete the verification with currently available information. Daniel, at the moment, the withdrawal from your account is available

Thank you for your patience and we apologize for the inconvenience! We wish you big wins and good luck!

Thank you for the response, Pin-up Casino.

Dear danio495,

As per Pin-up Casino's response, your verification has finally been successful, so you can request a withdrawal.

Please let me know once you successfully receive the funds.

Thank you for help, I successfully made a withdrawal and received funds on my wallet.

I'd like to highlight that it's not the first time that pin-up casino use such verification strategy. I've read different complaints with the same pattern - casino requires from the user all kinds of weird documents which not really help with the verification, they ask for more and more and when the user finally loses patience and says he will not cooperate anymore, they say that the verification process is over and the user can withdraw.

I've seen at least 2 complaints with the same pattern (I've only looked up a few, haven't studied all of them) and I think that casino shouldn't be allowed to do this kind of things.

Once again, thank you Michal for help.

Great news, danio495. I'm glad to hear that you successfully received your winnings.

As I mentioned earlier I can empathize with you that Pin-up Casino is requesting a lot of evidence and it's not the fastest with replies, however, the casino is entitled to request any reasonable evidence, and so far we were able to sort out almost all complaints. In the future, when you don't want to go through this kind of experience, I would kindly advise you to check and play in the recommended casinos from our list. We pride ourselves on having one of the largest casino reviews databases on the market where we fairly review and rate every casino so the players can see what they can expect from each casino and freely choose where to play. We will now close this complaint as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal