Pin-Up Casino - Hráč nemůže ověřit účet.

I can't make a withdrawal because my account is still not verified, but the casino ignores my emails and doesn't ask for any documents. I don't know what to do. Hopefully you can help me with that.

ich kann keine Auszahlung tätigen, weil mein Konto immer noch nicht verifiziert ist aber das Casino ignoriert meine Emails und verlangt auch keine Dokumente. Ich weiss nicht was ich machen soll. Hoffentlich können Sie mir dabei helfen.

Dear Jany,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I contacted the casino via live chat. I was immediately connected to the support agent. He informed me that the live chat is available 24/7 and I have received these instructions:

You can also check out more information in the KYC/AML Policy section here: https://www.pin-up.casino/amlpolicy

If you need additional help, I would recommend you contacting the casino's live chat as it is the fastest option and the support agents are more qualified to answer all your questions regarding verification than we are.

Please, let me know if this advice was helpful.

Thank you very much in advance for your reply.

Best regards,

Kristina

Of course I did that too, but those in the chat have no information about the verification and suggest contacting verification@pin-up.team. And when I write emails I never get an answer. That's the problem. I don't get any help in the chat.

Das habe ich natürlich auch gemacht aber die im Chat haben keine information, was die Verifizierung betrifft und schlagen vor verification@pin-up.team zu kontaktieren. Und wenn ich da emails schreibe kriege ich nie eine antwort. Das ist das Problem. Ich kriege keine Hilfe im Chat.

Could you please confirm you have provided all the required documents? Is there any communication between you and the casino that you could forward me? If yes, please, send it to kristina.s@casino.guru. Thank you in advance.

Yes, I sent you the communication with the casino. The last document the casino requested was a contract with the cellular operator. I wrote that I have a prepaid number and asked what I can send in this case, but the casino didn't answer.

Ja, die Kommunikation mit dem Casino habe ich Ihnen geschickt. Das letzte Dokument, das Casino angefordert hat, war ein Vertrag mit dem Mobilfunkanbieter. Ich habe geschrieben, dass ich eine Prepaid Nummer habe und hab auch gefragt was ich in dem Fall schicken kann aber Casino hat nicht mehr geantwortet.

Thank you very much Jany for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jany,

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 Jany,

You will receive a reply within today. Please wait and don't worry!

Yes, I received an email from the casino. It says " Please provide details of the balance of the SIM card. " But I don't understand what exactly is being requested.

Ja, ich habe eine Email vom Casino erhalten. Da steht "Please provide details of the balance of the SIM card." Ich verstehe aber nicht was genau angefordert wird.

Please be advised, you have to provide a document containing the list of your transactions of your SIM card. Usually, this document can be requested through mobile operator app. Also, you may need to contact your mobile operator support for assistance.

Dear Jany,

Please contact your mobile operator's support. I am sure that they will tell you how to download the document with your transactions. It will look the same as a bank statement.

Is there another way to verify my number? You could call me too. Unfortunately, the provider's app is not available for prepaid customers. By phone you have to wait in line for ages and listen to music.

Gibt es eine andere Möglichkeit meine Nummer zu verifizieren? Sie könnten mich doch auch anrufen. Die App von dem Anbieter steht leider nicht für Prepaid Kunden zur Verfügung. Per Telefon muss in eine ewigkeit in Warteschlange warten und Musik hören.  

Dear Jany,

We understood your situation and requested other documents. Please send it and expect a response from us within 5 working days.

But I haven't received any other emails from you? What other documents do you need?

Ich habe aber keine andere Emails von Ihnen erhalten? Welche Unterlagen brauchen Sie noch?

After sending your message, please wait up to 5 working days. You will receive a reply while the documents are being reviewed. This deadline has not yet passed.

Dear Jany,

please, inform me when you'll receive a reply from Casino.

Dear Jany,

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.

I still haven't received any new emails from the casino.

Ich habe immer noch keien neue Emails vom Casino erhalten.

Greetings Gianny!

The specified email had been to sent to your email. Please check out your inbox. We’re expecting the mentioned to documents from you to continue the procedure.

I have just sent the requested document.

Ich habe das angeforderte Dokument soeben geschickt.

OK, thanks. Expect a reply to your mail.

Dear Pin-up Casino,

inform us about progress, please.

Wait for a response from the responsible department. It may take up to 5 business days.

We would like to ask the Pin-up Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings Gianny!

Have you received a letter from us to your mail?

Yes, I have already replied to the email.

Ja, ich habe schon auf die Email geantwortet.

Hi Gianni!

Great, now we need to wait for a response from the responsible department. It may take up to 5 business days. Hope for understanding.

Greetings, Jany.

Have you got the letter with the answer? Have you any additional question about the procedure?

No, I haven't received any new emails. Have you sent me anything else?

Nein, ich habe keine neue Emails erhalten. Haben Sie mir noch was geschickt?

Hi Jany.

You should receive a verification letter within two business days.

I received an email yesterday that they were reviewing my case. Nothing more.

Ich habe gestern eine Email erhalten, dass sie meinen Fall überprüfen. Mehr nichts.

Hi Jany.

Congratulations on your successful profile confirmation, information verification is complete.

I wish you a good game and big wins.

Dear Jany,

can I consider your complaint as resolved, please?

But I haven't received a confirmation email from the casino yet.

Aber ich habe noch keine Bestätigung vom Casino per Email erhalten.

Perhaps the letter got lost in the "Spam" section? But I assure you that the verification has already been passed.

Dear Jany,

is your account marked as verified?

I've already received a confirmation that my account is verified. Try to make a withdrawal now

Ich habe schon eine Bestätigung bekommen, das mein Konto verifiziert ist. Versuche jetzt eine Auszahlung zu tätigen

We are glad that you succeeded KYC 🙂 Expect the withdrawal within 24 hours. Please write the result - did you get your withdrawal?

I tried to withdraw my money twice but my withdrawal was declined. Can you please tell me why?

Ich habe zweimal versucht das Geld auszuzahlen aber meine Auszahlung wurde abgelehnt. Können Sie mir bitte sagen woran das liegt?

You deposited €200. You need to place bets for €200, and then you can withdraw money.

If you do not want to make a turnover, you can withdraw it with a commission.

And what is the commission then?

Und wie hoch ist dann die Provision?

If you want to withdraw without making a turnover, the commission will be 20-25% of the withdrawal amount 😉🙂

Sorry, but that doesn't make any sense. I have already wagered thousands of euros, which is of course a multiple of my deposit. There is no basis for new wagering requirements.

So I ask you to approve the payout.

Entschuldigung, aber das ergibt irgendwie keinen Sinn. Ich habe bereits Tausende von Euro eingesetzt, und damit natürlich auch schon ein Vielfaches meiner Einzahlung. Es gibt doch gar keine Grundlage für neuerliche Wettanforderungen.

Somit bitte ich darum, die Auszahlung freizugeben.

Greetings, Jany!

Please, recreate request for withdrawal of your funds. There shouldn't be any difficulties anymore. If there will be any difficulties, please, inform us, and we will check one more time.

The first payout was successful and the second was failed. Could you check this please? I made the payout again.

Die erste Auszahlung war erfolgreich und die zweite war abgelent. Können Sie das bitte überprüfen? Ich habe die Auszahlung nochmals getätigt.

The fact is that the withdrawal can be carried out only by the method that was used for replenishment, and you tried to withdraw to a crypto wallet that you had not used for replenished. Please use EcoPayz method for withdrawal or make at least one deposit from a crypto wallet in order to withdraw to it.

My payout that I made on Ecopayz was unfortunately also canceled. I'm trying again with Bitcoin and hopefully it will finally work, because they had no problems with the first payout.

Meine Auszahlung, die ich auf Ecopayz getätigt habe wurde leider auch storniert. Ich versuche es mit Bitcoin nochmals und hoffentlich klappt das endlich, denn bei der ersten Auszahlung hatten sie keine Probleme.

Hey, Jany!

We see from our side that the last withdrawal request has been successfully processed

We are very glad that your question has been cleverly resolved.

Dear Jany,

can you confirm if you've received your money, please?

Yes, I received the money. So that's done now. Thanks for your help!

Ja, ich habe das Geld erhalten. Das ist also jetzt erledigt. Danke für Hilfe!

Hey, Jany! We are very glad for you. We are always ready to help, all the best and good luck)

Dear Jany,

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