Pin-Up Casino - Hráčský účet byl uzavřen a prostředky byly zpožděny.

Good evening, the Pin-Up casino has been holding my funds for almost 2 months, and in addition, they blocked my account without prior notice because I delayed a few days in replying to an email (their terms and conditions specify that they can only do this if I don't respond within 30 days, not a few days).

As of today, I have sent everything they requested, from facial verification to all account statements showing I deposited money through "PagoEfectivo", yet they continue to withhold my funds of nearly 400USD. I need help, please. It is important to mention that I am still waiting for a response from them, as I have sent account statements for all the months I made deposits.

I am willing to cooperate with whatever they ask to recover my funds.

Buenas noches, el casino pin-up lleva reteniendo mis fondos por casi 2 meses, además bloqueó mi cuenta sin previo aviso por demorarme unos días en responder un correo (en sus términos y condiciones, especifíca únicamente puede hacer eso si no doy una respuesta luego de 30 días, no unos cuantos días).

A día de hoy he enviado todo lo que me piden, desde verificación facial hasta todos los estados de cuenta en los que se refleja que he depositado dinero por "PagoEfectivo", sin embargo me siguen reteniendo mis fondos de casi 400USD, necesito ayuda porfavor. Cabe destacar que a día de hoy sigo esperando una respuesta por su parte, puesto a que les mandé estados de cuenta de todos los meses en los que hice depósitos.

Estoy dispuesto a cooperar con lo que me pidan para recuperar mis fondos.

Dear albertomk6, 

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise when exactly did the casino ask you to verify your account?

Which documents have you already provided and when exactly did you send the first and the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

I carried out the verification process as soon as I opened the account. They have been asking me for additional verification since July 17, and they have asked me for the following:

Facial recognition

Utility bill

Copy of mobile phone contract

Bank statement showing pin-up deposits

I have successfully sent each and every one of the documents that were requested of me. I completed the first verification process on July 17 (the date on which I received the first message). I sent the account statement 5 days ago.

I have provided everything requested of me in the appropriate format.

I expect a response from both the casino and you;

Thank you.

El proceso de verificación lo llevé a cabo a penas abrí la cuenta, la verificación adicional me la vienen pidiendo desde el 17 de julio, me han pedido lo siguiente;

Reconocimiento facial

Factura de servicios públicos

Copia de contrato de telefonía movil

Estado de cuenta bancaria donde se vean reflejado los depósitos a pin-up

He mandado con satisfacción todos y cada uno de los documentos que se me pidieron, el primer proceso de verificación lo hice el mismo 17 de julio (fecha en la que recibí el primer mensaje). El estado de cuenta lo mandé hace 5 días.

He proporcionado todo lo que me pidieron en el formato correspondiente.

Espero una respuestas tanto del casino como por su parte;

Gracias.

Thank you for your response. Do I understand correctly that the documents you submitted on July 17 were approved by the casino?

Could you kindly explain why the last requested document (your bank account statement) was only sent a few days ago? Was this delay the reason for the closure of your account?

Please also forward me all communication between you and the casino’s customer support regarding your verification process and the closure of your account. You can send this to me at veronika.l@casino.guru. This will help us further investigate your case.

Dear albertomk6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.