Pin-Up Casino - 検証プロセスのため、プレイヤーの引き出しが遅れています。

I have made one deposit on my VERIFIED account and lost a lot, and was able to withdraw the remaining.

Then I made the second deposit and lost some again, was able to make a withdrawal.

Then I deposited for the third time and won a bit more than double the amount, then they asked for extra verification, which is the same face id thing. I did it. Since then, they never mailed me, they never respond to my mails, either. Their customer care services keep saying that they have no information how their 'extra verification team' works, so that the only way to contact is to mail them. However, they never respond!

As you will be able to see in the screenshot, I have never took bonuses, (though they automatically give you) always canceled them. . I want my FUNDS!

Dear shadowspectator,

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 list which documents you have already provided and when exactly did you send 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,

Tomas

Sure, I respect that. But when it's the same crypto address that wants the withdrawal with the one deposited, it is a bit like just to beat around the bush and not pay. So I opened the account, and if I remember correctly, on the 18th of April, I did the KYC, I provided them with my ID and face verification. They approved my account soon enough.

Then I was actually able to do 2 withdrawals, you can see it on the screenshot I have provided earlier.

But on the 27th of April, they asked for "extra verification" which was just the face verification again, I have done it imminently. They said it would take at most 5 days, this is the 5th day.

The reason I feel like they are not planning on paying me is that they asked for the same verification which I have already provided, also they never responded to any of my e-mails, and the customer support keeps saying "we have no idea how extra verification team works, just e-mail them" right after I bombard them with screenshots of me getting minus 8 replied e-mails. (I haven't got a single reply back.)

Please help me recover my funds. It has been 120 hours, which is the maximum time limit they have proposed in the beginning of this process, still I have heard nothing from them. Thanks.

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Sure, let me tell the currect situation too.

Current situation:

-First they rejected my withdrawal request.(27th of April)

-Then asked to do an 'extra' verification.

-It was the same face recognition verification which I have already done when I first signed up.

-Then I was made to wait for 5 exact days, during that period, none of my emails were replied.

-At the end of exact 5 days, I was asked to proof my address with a bill. Told them I am not the billed person in the residential address I have given, so I sent them an original PDF of my residency document, downloaded from e-Devlet, which is the online page for every governmental documents in Turkey, verifiable with a QR on it.

-Yesterday, at the end of exact 5 days again, they just wrote "It should be in paper form" in Turkish. This has to be a joke right, it is a PDF to begin with, why do I need to print it out and then take a photo of it? They could just verify the original document with the QR on it. Anyway I printed and sent a photo which is nonsense!

I am 100% sure that they are trying to delay the process, make me go crazy during it. It can only be concluded that their actions and methods of 'extra' verification is just to frustrate people and make them suffer until they give up. Upon registering, I have already proven them my ID and face. There should not be any more verifications.

My request is that they should tell here, openly, all the documents they want me to send them (without being overly unnecessary), and you guys also should check to see what kind of unnecessary documents they ask, and I send them whatever they ask for, then I want to retrieve my funds. This is outrageous, I am sure that they will keep making me wait for 5 days everytime, until forever, unless you, Casino-guru interfere with this. Please help. Here are some e-mail snippets.

It says maximum number of attachments exceeded, so I am sending all of them in e-mail form.

Thank you very much, shadowspectator, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Thanks a lot Tomas! I guess I will just wait to hear back from you soon. Thanks for the best wishes, also hope that it resolves as quick as possible. Have a nice day.

Hello shadowspectator,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Pin-Up Casino representative to join this conversation and participate in resolving this complaint.

Dear Pin-Up Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the player's verification?

Thank you in advance for providing the information.

Hello, shadowspectator,

We understand your concern, but each bookmaker has its own methods of account verification. We adhere to strict security standards to protect our players and prevent fraud on our platform. We understand that waiting may cause inconvenience, and we apologize for this. However, our main goal is to provide a safe and reliable gaming environment for all our customers.

At the moment, we require confirmation that you are the owner of the phone number listed on the account. You need to obtain this document at your mobile provider's office, have it stamped and signed by an employee, take a photo of this document, and send it to us.

Hello, Stefan,

The client is undergoing additional verification, which will confirm that all the data provided by the client is correct. After checking all the documents, a decision will be made by the specialists.

The additional verification is conducted within the framework of the user agreement, specifically under section 6.8.