Pin-Up Casino - Hráč nemůže ověřit svůj účet.

I am unable to request a withdrawal in casino because it gets rejected every time but casino does not request any documents from me. Support can not help me because they don't have information from verification department and verification department never replies to my emails. I waited long enough but this is getting ridiculous. I want to know where the problem is.

Hello RiegerD,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pin-up Casino. Allow me to ask you a few more question before we would try to contact the casino with your case.

How long is the verification process going on? Did you upload the documents by yourself directly into the casino or you sent them directly to their department? Did you use any deposit or no deposit bonus in the casino and is this your first withdrawal request there?

Please send forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolving your complaint.

Best regards,

Nick

Casino.guru

Last documents I sent to casino on 14 April and after that they just ignored my emails. But I received a new email from them today with new request. So maybe it will change something.

Yes, I played with bonus and this is my first withdrawal in casino. I also sent you the communication with casino.

Thank you RiegerD for providing additional information regarding the case. I'll now forward your complaint to my collegue Viliam who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello RiegerD,

I looked at your complaint and will do my best to help you. I would like to invite Pin-up Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Dear Viliam,

As the client described earlier, we sent the following request, when we receive an answer to it and the specialists process it, they will contact the client by e-mail.

I provided the requested information already

Dear RiegerD,

keep me informed about your progress, please.

Sure, I will let you know when there is a reply from casino.

Dear Viliam,

I know, that it is 20 hours remaining for me to reply but I believe I won't get a reply from the casino anyway. I am just keeping you up to date and let you know that Pin-Up representatives did not contact me.

Dear RiegerD,

You will be answered shortly. Please don’t worry.

Dear RiegerD,

You have successfully passed the verification. Now you can create a withdrawal request.

Dear RiegerD,

let me know when you'll receive your winnings, please.

Dear Viliam,

The casino paid first part of my winnings, namely 1300 EUR (per transaction limit). But very strange things are going on. Firstly, I requested 1300 EUR to my Ecopayz account from which I made my deposit to the casino. They rejected it. Right after that I requested that amount to my Bitcoin wallet and they paid. Requested the rest of my winnings to my Bitcoin wallet, namely 542 EUR and they rejected it asking me to make a withdrawal request to Ecopayz🙂

I am waiting for the rest of my winnings to be paid and I'll keep you up to date here later.

Dear RiegerD,

Unfortunately, there were technical issues on payment system side connected with Ecopayz. Please, create a new withdrawal request using an alternative method (for example, Bitcoin). Your withdrawal will be approved within 24 hours as it’s standard processing timing. 

We are sorry for the inconvenience caused and thank you for cooperation!

Please feel free to contact our around-clock support for any assistance you may need regarding your withdrawal.

Dear RiegerD,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

RiegerD successfully withdrawn funds 10:01 GMT +3 16.10.2021.

Sorry for my late reply. I received the winnings from casino

Dear RiegerD,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru