Pin-Up Casino - Výběr hráče je zpožděn.

I have been trying to verify my account for a long time and sent all requested documents but casino just does not want to pay me my money. I don't understand what they want. Can you help me please. 

Hello Patronis,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Pin-Up Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you request for the withdrawal and since when is your account fully verified? Did you use any bonus to accumulate your winnings? Was this your first withdrawal request in the casino ever?

Please note that if it was your first withdrawal, I would definitely recommend you to wait at least 14 days for the money to arrive on your account as the first one takes always longer than usual.

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

As I understand my account is still not verified because all my withdrawals get rejected all the time. But casino does not request new documents from me and doesn't reply to my emails. I played with the bonus and it is my first withdrawal in casino. I played in Februafy 2021 and since then I was not able to get my money because of some issue with the verification. I have sent you my communication with the casino and hope you can help me.

Hello Patronis,

Isn't there any possibility to upload the document directly into your account in the casino? Also when was the last time the casino responded?

Casino requested the documents per email, there is no upload option. I provided a selfie with ID and casino page in the background as requested, after I provided a utility bill, after casino requested a contract with the mobile phone provider and I sent a screenshot from my online account as I have a prepaid. It was in May and since then there were no new emails from casino. I asked for updates but there was no reply. You can see it in the emails I sent you.

Thank you Patronis for all the information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Patronis!

From now on, I will try my best to help you with your issue. In order to proceed I would like to invite representatives of Pin-up Casino into this complaint to help us resolve the situation.

Hello Patronis!

We are sorry that you encountered difficulties in passing the verification, from our side we sent a request to specialists, so expect a letter by mail soon, we will look forward to hearing from you.

I have just sent you the requested document.

Thank you Patronis!

Letters are processed up to 5 working days, if during this period you have not received a response, let us know!

Hello Patronis!

We see that you have successfully passed the additional verification procedure, congratulations!

Now the withdrawal is available, we will wait for your feedback, let us know if everything worked out?

Dear Patronis,

After the good news which were provided us by the Pin-Up Casino Team, I would like to ask you to let us know, once you will be able to submit a withdrawal and subsequently receive it.

I received one withdrawal that I requested to bitcoin but my second withdrawal was rejected and there is no bitcoin in casino now. I will try with Ecopayz and let you know. Maybe casino can advise what method works better.

Hello, Patronus!

We are glad to know that you have successfully received your withdrawal.

Now the withdrawal to bitcoin really does not work temporarily, but you created an application for EcoPayz, which is being processed, the amount should be received within 24 hours.

Please let us know if everything went well!

My Ecopayz withdrawal was canceled too. Can I try with Skrill or Neteller? Do I have to make some verification deposit first?

Yes, you can withdraw via Skrill or Neteller, make a minimum deposit using this methods, place bets on the amount of the deposit and then you can withdraw.

Dear Patronis,

I am very sorry to hear that you're experiencing further issues with your withdrawal. Please let us know if Skrill or Neteller ended up working for you.

I wanted to make a small deposit with Skrill but it did not work. Can I try to withdraw using Skrill Anyway? Or is there some other option for me?

Hello Patronis!

If you cannot withdraw to EcoPayz, please create a request for Skrill and immediately write to the online chat so that the operator will help and record the information that you have created a withdrawal to Skrill, as attempts at EcoPayz were unsuccessful.

Please let us know if you succeed!

I have just created the withdrawal to Skrill. I hope it will work.

This is great news!

We are waiting for your feedback, please let us know about the result.

Dear Patronis,

Please let us know, have been able to receive your withdrawal?

My withdrawal with Skrill was rejected. Yesterday I knoticed that bitcoin is awailable again and tried with bitcoin but it was cancelled too. I don't understand why casino cancelled it if it worked the first time. I will try one more time

Hello Patronis!

Please try again to create a withdrawal request on Skrill, then write to the chat on the site as soon as you create a request. We will wait for your feedback.

Dear representatives of Pin-Up Casino,

Please let us know, what is the reason of the player's withdrawals getting cancelled? I would like to kindly ask you to make sure the player will be able to withdraw his winnings. Please be aware, that if the player's withdrawals requests will be constantly rejected, we will have to close this complaint as 'unresolved'.

Hello!

Previously created withdrawal requests were canceled due to difficulties on the side of the payment system. At the moment, everything is fine with the application and it is being processed.

I have received the second withdrawal so everything is ok. I will now request the last withdrawal.

Hello Patronis!

Excellent, we are very happy for you, wish you a speedy withdrawal.

If there are difficulties, you can always write to our chat on the site, we will be happy to help. All the best)

I got my last withdrawal. Thank you for help.

Hello Patronis!

Great news, glad to hear this. If you will have any other questions or difficulties, don't hesitate to contact us. All the best!

Dear Patronis,

I am glad to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.