Pin-Up Casino - Hráč se snaží dokončit ověření účtu.

I have a problem getting my money from the casino. Casino only paid me a part and then asked for additional verification. I submitted all documents but still can't withdraw my money and Casino can't explain anything to me. They don't ask me anything, but we don't want to pay. I ask for help. That was a while ago but hopefully something can still be done about it.

Ich habe ein Problem mein Geld vom Casino zu kriegen. Casino hat mir nur einen Teil ausgezahlt und danach zusätzliche Verifizierung angefordert. Ich habe alle Dokumente eingereicht, aber kann mein Geld immer noch nicht auszahlen und Casino kann mir nichts erklären. Sie verlangen nichts von mir uns wollen aber nicht zahlen. Ich bitte um Hilfe. Das war schon eine Weile her aber hoffentlich kann man da noch was machen.

Dear Calma,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

As I said, I submitted all the documents and the casino didn't ask for anything more. I have contacted Das Casino several times but have not received a reply. You ignored my emails. This is the last chance for me to get my money. That was just a few months ago.

Wie schon gesagt ich habe alle Dokumente eingereicht und das Casino hat nichts mehr verlangt. Ich habe Das Casino mehrmals kontaktiert aber keine Antwort erhalten. Sie haben meine Emails ignoriert. Das ist die letzte Chance für mich mein Geld zu bekommen. Das war noch vor ein paar Monaten.

Thank you very much, Calma, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Calma,

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?

Good afternoon!

We need to complete the verification process, and dear Calma should receive a letter in the mail soon. The letter will contain instructions from our specialists on the additional verification procedure.

I emailed the casino and Viliam in CC.

Ich habe eine Email ans Casino geschickt und Viliam in CC.

Dear Casino,

keep us informed about progress, please.

Greetings, Calma.

New request was sent to your mail. Please check your inbox and Spam folder, if you can't find the letter. All instruction was written in the letter. If you have any questions about the instruction, you can write them in the response letter. After you complete all the instruction, additional verification will be completed, and you will be able to withdraw your funds.

Dear Calma,

follow the Casino's request and let me know about your progress, please.

I sent another email.

Hab noch eine Email geschickt.

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’.

Your request is being reviewed by specialists who deal with verification. A response to your letter should be expected as soon as possible.

Dear Casino,

keep us informed, please.

Greetings, Calma!

You should get the answer on your mail in short time, there our specialists will write to you all the detail and information regarding additional verification procedure process. If you get more questions, don't hesitate to contact us.

Dear Calma,

please, cooperate with them, provide everything that they'll ask for and I hope your verification is just matter of a time. Let me know when your account will be verified so we can close the complaint.

Thanks

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

Leider habe ich noch keine neuen Emails vom Casino erhalten.

Dear Calma, glad to inform you, that additional verification procedure was successfully completed. You can withdraw your funds. If you will have any questions or difficulties, contact us, and we will help you.

Dear Calma,

try to ask for the withdrawal and let me know when you'll receive your money, please.

I just logged in to my account but my balance has gone. What happened?

Dear Calma,

please check again, funds were previously frozen due to 180 days of inactivity, but now everything is fine and withdrawal is available.

Thanks, I'm trying to pay out now.

Danke, ich versuche jetzt auszuzahlen.

Unfortunately, my withdrawal on Ecopayz was rejected. Should I try a different withdrawal method?

Leider wurde meine Auszahlung auf Ecopayz abgelehnt. Soll ich vielleicht eine andere Auszahlungsmethode probieren?

Dear Calma,

as we can see, the withdrawal was processed successfully, did you receive the funds?

Dear Calma,

did you receive your winnings, please?

Yes, I received the money.

Ja, ich habe das Geld erhalten.

Dear Calma,

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