Pin-Up Casino - Игрока попросили предоставить документы для дополнительной проверки аккаунта.

Good day. I played in this casino, made deposits, withdrawals, lost, won. The account is fully verified. The last time you made a deposit of 1100 UAH and you won in the amount of 3622, when you tried to withdraw, you received a refusal and said that you need to go through an additional one. It was more than a month ago, I sent them one photo, a week later they requested a second one, I sent it. A week later, they requested a third, I also sent it. Two weeks have passed and no one is answering me. ON the request in the chat, I only hear that all the questions are in the mail. Although they regulate the consideration of verification for 5 working days. In general, it turns out that I can not withdraw money for more than a month already.

Добрый день. Играл в данном казино, делал депозиты , выводы, проигрывал , выигрывал. Аккаунт полностью верифицирован . Последний раз сделал депозит 1100 грн и вы выиграл в сумме 3622, при попытке вывод пришел отказ сказали , что нужно пройти дополнительную . Это было больше месяца назад, отправил им одно фото, через неделю запросили второе, отправил. Через неделю запросили третье, я так же отправил. Вот прошло уже две недели и мне никто не отвечает . НА запросе в чате лишь слышу, что все вопросы на почту. Хотя по регламенут у них рассмотрение верификации 5 рабочих дней. Вообщем получается не могу вывести деньги более месяца уже.

Dear 88sanya88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

No, my information has not changed. The check was passed about 8 months ago. I deposited and withdrawn in two ways: my personal card and terminal. The first photo was sent for additional verification on March 5. The last photo was sent on March 17, that is, more than 14 days have passed. And they didn’t explain the additional check.

Нет , информация моя не изменилась. Проверка была пройдена около 8 месяцев назад. Пополнял и выводил двумя способами : моя личная карта и терминал. Первое фото для дополнительной проверки было отправлено 5 марта . Последнее фото отправлено 17 марта , то есть прошло больше 14 дней. А дополнительную проверку ничем не объяснили.

Thank you very much, 88sanya88, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear 88sanya88,

I looked at your case and I understand the situation. I’ll try my best to resolve the issue as soon as possible.

I would like to invite Pin-up Casino to this conversation.

Dear Pin-up Casino,

Can you please clarify the situation and indicate the current status of 88sanya88’s account verification?

Hey, I will look into your complaint now, can you please communicate me your player's email and iD ?

And as always .. The Pin-up company decided to simply ignore the appeal .. it has been silent for a week ...

И как всегда .. Компания Pin-up решила просто проигнорировать обращение.. неделю молчит...

We would like to ask 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’.

Dear 88sanya88,

I apologize, but we haven’t received any response from the casino regarding the issue. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Good afternoon, 88sanya88 ! Please check your inbox. We have not received a response from you to our request, please provide the necessary documents for verification.

Добрый день, 88sanya88! Пожалуйста, проверьте входящую почту. Мы не получили от Вас ответа на наш запрос, предоставьте, пожалуйста, необходимые документы для прохождения верификации.

Dear 88sanya88,

I’d like to kindly ask you to comment on the casino representative’s statement. I’m setting the timer for 7 days.

Dear 88sanya88,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because 88sanya88 stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.