Pin Up požaduje dodatečné ověření pro stažení

A few months ago, we opened a PIN-UP account. I made my first deposits using my debit card as a payment method. The charges came to my text messages, asking for a confirmation code to charge the card. The charges were made, but they don't appear on my account statement. I have a screenshot with the dates and confirmation codes, but in the PIN-UP app, the same deposits appear in my history with the same date. Now, they've asked me for multiple documents for verification and they just keep putting me off. I already sent screenshots of the deposits, and they keep sending me the message that they need the receipts. Also, on one occasion, they told me my account was blocked for not responding to verification, even though I always sent the information. I hope you can help me, as I see that there are many other cases like this one.

Hace unos meses abrimos cuenta de pin up, hice mis primeros depósitos con mi tarjeta de débito como método de pago, la cuestión es que los cargos me llegaron a mis mensajes de texto ya que me pedían un código de confirmación para realizar los cargos a la tarjeta. Los cargos se hicieron pero no aparecen en el estado de cuenta. Tengo la captura con las fechas y códigos de confirmación, cosa que en la misma app de Pin up en mi historial aparece los mismos depósitos con la misma fecha. Ahora me han pedido múltiples documentos para verificación y solamente me dan largas. Ya envié las capturas de los depósitos y me siguen enviando el mensaje que necesitan los comprobantes y también en una ocasión me dijeron que mi cuenta estaba bloqueada por no responder a la verificación cuando siempre estuve mandando la información. Espero puedan apoyarme ya que veo que así como este caso hay muchos otros.

So, do I understand correctly that the deposits don't appear on the bank account statement, though?

That would mean this amount wasn't taken from your account. Isn't it like that? 🤔

Hello, has anyone else experienced this casino letting you withdraw small amounts and when you go to withdraw a large amount, it tells you that you can't withdraw and asks you for a selfie and tells you that to see if the selfie photo is approved or not, you have to wait three days?

Hola alguien más le pasó que este casino le deje retirar montos chicos y cuando va a retirar un monto grande le diga que no puede retirar y le pida una foto selfie y le diga que para ver si la foto selfie está aprobado o no tenga que esperar tres días

Hello, it may happen because many casinos allow players to withdraw smaller amounts without full-scale KYC. Once the amount you aim to withdraw hits a certain threshold, however, you may need to pass additional checks.

Or the casino just needs to be sure it is still you. I understand it might be very stressful, and I believe the casino should guide you through that and fully explain the situation to you.

Did I understand correctly that you have been waiting three days to pass the selfie check? Hopefully, the casino will provide an update soon, and I will be here for you.