Pin-Up Casino - El jugador aún no ha recibido las ganancias.

After playing a little and winning a small amount, less than 300 USD, this company has asked me for an incredible amount of documents, all of which have been approved. Finally, they ask me for a video where they ask many questions, which I sent more than 5 days ago, but they have stopped answering the emails. Via chat, they only say that the deadline can be extended. Currently, I cannot withdraw or place bets.

Luego de haber jugado un poco y haber ganado un pequeño monto, menos de 300usd, esta empresa me ha pedido una increible cantidad de documentos, todos han sido aprobados, finalmente me piden un video donde hacen muchas preguntas el cual he enviado hace ya mas de 5 dias pero ya dejaron de contestar los correos, por chat solo dicen que el plazo se puede extender, actualmente no puedo retirar ni hacer apuestas.

Dear ricksgg,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear ricksgg, 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 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?

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

Could you please confirm whether you currently have any pending withdrawals in your account?

Are you able to access your casino account?

Thank you very much in advance for your reply.

I can access my account however I cannot bet or withdraw my balance.

I've been waiting for 15 days and they indicate that they have no response time, I just have to wait for the verification to finish (where I have already sent everything they have asked for, even the unthinkable)

Identity card

bank receipt

proof of address

proof that the phone belongs to me

a video answering several questions.

last document sent 7 days ago.

Puedo acceder a mi cuenta sin embargo no puedo apostar ni retirar mi saldo

llevo 15 dias e indican que no tienen plazo de respuesta, solo debo esperar que termine la verificacion (donde ya he enviado todo lo que han pedido, hasta lo impensado)

Cedula de identidad

comprobante bancario

comprobante de domicilio

comprobante que el telefono me pertenece

un video contestando varias preguntas.

ultimo documento enviado hace 7 dias.

Dear ricksgg, could you please confirm whether you currently have any pending withdrawals in your account?

Have you received any updates from the casino regarding the verification?

Every 5-7 days they ask me for something new

Again they asked me to verify that the phone belongs to me (contract)

That's been 4 days now

I can't withdraw money from the account or place bets.

It's been almost a month like this

Cada 5-7 días me piden algo nuevo

nuevamente me pidieron verificar que el teléfono me pertenece (contrato)

de eso ya van 4 días

no puedo retirar el dinero de la cuenta ni tampoco realizar apuestas

ya van casi 1 mes así

Dear ricksgg, have you received any updates regarding the verification?

Have you been asked for anything else, or have you already submitted everything and are just waiting for confirmation?

Have you made any successful withdrawals before?

Five business days go by and they ask for something again. It's ridiculous. Instead of ordering everything at once.

The last thing they asked me for was a bank statement, and that's been going on for 4 days now.

I have never been able to withdraw nor can I place bets.

The abuse is excessive. I understand that they should verify, but asking for a document every 5 days to delay the situation is an abuse. The experience has been really bad.

Pasan los 5 dias habiles y vuelven a pedir algo, es ridiculo. en vez de pedir todo de una vez.

Lo ultimo que me pidieron fue un estado de cuenta bancaria, de esto ya van 4 dias.

nunca he podido retirar ni tampoco puedo realizar apuestas.

el abuso es demasiado, entiendo que deban verificar pero pedir cada 5 dias un documento para dilatar la situacion es un abuso, la experiencia ha sido realmente mala.

Thank you very much, ricksgg, 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.

Dear ricksgg,

I am so sorry to hear about your problem with the casino. 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 comment on the situation?

Thank you in advance for providing the information.

Attentive to the casino's response, it's 30 days where they ask for something new every 5 days, instead of asking for everything at once, the last thing was all the IP, locations and devices I used to connect (there are only 2, PC and cell phone) crazy

Atento a respuesta del casino, son 30 días donde piden algo nuevo cada 5 días, en vez de pedir todo junto, lo último fue todos los ip , localizaciones y dispositivos que use para conectarme (solo son 2, PC y celular) una locura

Hello,

Allow me to clarify the process regarding the additional verification. It works as follows: the client is asked to provide documents → they submit them → if needed, additional documents may be requested. While this process might seem prolonged, its main purpose is to confirm that the account truly belongs to the client and to protect the platform and other players from potential fraud.

Our specialists review email messages within 5 business days after receiving the requested information. If the client has already submitted all the documents specified in the most recent request, the only step remaining is to wait for the response within the expected timeframe. It will certainly be provided.

Unfortunately, as a representative, I am unable to interfere in the company’s internal procedures or request individual exceptions, as doing so would go against our commitment to treating all players equally.

At this stage, it is important to provide all the necessary documents step by step. We understand this takes time, but please be assured that the situation is under control and we are closely monitoring its progress.

Thank you for your understanding, and we hope the verification will be completed soon.

A real shame, I clarify.

They ask for 1 document, let 5 days go by and ask for another one and so on every 5 days they ask for something new.

We are at the level where they asked me for IPs, location and devices, when in the income record on their website only 2 devices and 2 IPs appear (that is, nothing strange) and so they are gaining 5 more days, managing to already spend 1 month with the withheld money that I imagine generates interest.

After 5 more days I can't imagine what they'll ask for.

Una vergüenza realmente, le aclaro

piden 1 documento, dejan pasar 5 dias y piden otro y asi cada 5 dias piden algo nuevo.

Estamos al nivel que me pidieron ip's, ubicacion y dispositivos, cuando en el registro de ingresos en su web solo figuran 2 equipos y 2 ip's (es decir nada extraño) y asi van ganando 5 dias mas, logrando ya pasar 1 mes con el dinero retenido que me imagino les generan intereses.

Luego de 5 dias mas ya no me imagino que pedirán.

Dear Pin-Up Casino,

Do you have any news regarding the matter?

I'll be awaiting your reply.

8 days have passed since they asked for the IPs, devices and locations, which I sent, and since then there has been no response, it's terrible!

8 dias han pasado desde que pidieron los ip's, dispositivos y ubicaciones, las cuales envié, desde entonces no hay respuesta, es terrible!

Hello,

Thank you for your assistance in resolving the complaint.

The verification process is still ongoing. The most recent email was sent to the customer yesterday, and we haven't received a response yet.

Dear ricksgg,

Could you please have a look at the email and follow the casino's instructions? Please let me know once you do that.

I'll be awaiting your reply.

Yes, they are terrible

Now they're asking me to go back to a previous step that we had already gone through, sending a bank statement but this time printed, stamped and signed by a bank employee, it's ridiculous

I will go to the bank in these days to ask for this, which does not exist and which only they think of asking for to continue delaying

Si, son terribles

ahora me piden volver a un paso anterior que ya habíamos pasado, enviar un estado bancario pero esta vez impreso timbrado y firmado por un trabajador del banco, es ridículo

ire al banco en estos días a pedir esto, que no existe y que solo ellos se les ocurre pedir para seguir dilatando

Dear ricksgg,

Thank you for your response and cooperation.

Please let me know once you provide the stamped bank statement to the casino support.

I'll be awaiting your reply.

I have already sent the document they requested (again because we had already gone through this step) now signed and sealed by a bank agent.

Ya he enviado el documento que solicitan (nuevamente porque ya habíamos pasado este paso) ahora firmado y sellado por agente del banco.

Dear Pin-Up Casino,

Could you let us know if the player's documents were accepted and if the player can withdraw the funds?

I'll be awaiting your reply.

Hello,

Please be informed that the review is still ongoing. According to the latest update, the client provided the requested information 3 days ago in response to the most recent inquiry and was informed that further instructions would be provided within five business days. We are closely monitoring the process.

The ability to withdraw funds has not yet been restored. A decision will be made following the sequential submission of documents as part of the additional verification process and their review by the security team.

Thank you for your understanding.

And so we continue, 45 days sending documents every 5 days...

Y así seguimos, 45 días enviando documentos cada 5 días…

Dear Pin-Up Casino,

Could you please request all the documents from the player at the same time? This verification process is already taking too long and needs to be resolved as soon as possible.

Thank you for your understanding.

I'll be awaiting your reply.

Thank you for the document provided. This is a converted PDF file. Please send us a photo of the physical document showing all details.

This document is requested as part of the verification of your compliance with paragraphs 6.1.1 and 6.3 of the User Agreement.

This was their response: they don’t want the document scanned but in photo form…

it's crazy

Gracias por el documento proporcionado, este es un archivo convertido a PDF, por favor envíenos fotografía del documento físico mostrando todos los detalles.

Este documento se solicita como parte de la verificación de su cumplimiento con los párrafos 6.1.1 y 6.3 del Acuerdo de Usuario.

esta fue su repuesta, no quieren el documento escaneado sino en foto….

es una locura

Unfortunately, all documents cannot be requested in a single batch due to security considerations. A step-by-step verification process allows us to more accurately identify the client, detect potential risks in a timely manner, and prevent abuse. This approach ensures an appropriate level of security for both the platform and all its users. On our side, we are closely monitoring the situation and doing everything possible to ensure the player can complete the verification process as quickly as possible.

Please send the document again, now in photos and not scanned....

to wait another 5 days for the next occurrence

Envie el documento nuevamente, ahora en fotos y no escaneado....

a esperar otros 5 dias para la próxima ocurrencia

still no answer...

aun sin respuesta...

Dear Pin-Up Casino,

Could you let us know what is the next step in the verification process and what the player needs to provide?

I'll be awaiting your reply.

Hello!

As we see, the client has successfully completed the additional verification process. A corresponding notification has been sent to their email. Withdrawals should now be available again, and we kindly ask him to confirm the successful resolution of the complaint once the funds are received.

Thank you for your cooperation and trust.

Dear ricksgg,

Could you please confirm that your account has been successfully verified? Could you let us know once you request a withdrawal?

I'll be awaiting your reply.

I'll check, I didn't receive any email from you.

Revisaré, no recibí ningún. Correo de su parte

Update: I definitely haven't received any email confirming that my account is verified, nor any notifications on the site. I requested a withdrawal, and it's being processed. We'll see if it's approved.

This is all very strange....

Actualizo, definitivamente no recibí ningún correo confirmando que mi cuenta está verificada tampoco alguna notificación en el sitio, pedi el retiro de dinero y se encuentra en proceso, veremos si es aprobado...

Todo esto es muy extraño....

Finally after 2 months, more than 20 emails/documents every 5-7 days and a complaint that lasted more than 1 month here, I have managed to receive my funds, now I understand what they play at this casino, in the end one gives up, stops sending documents and gives up your balance, it is a covert scam, they ask for even the most unusual things, I had to ask for the IP's from my service provider (I have a dynamic IP), I had to go to the bank to have someone sign the bank statement with my own handwriting, upload my telephone line contract (a service bill was not useful) and so on, an endless number of the most unusual documents, all so that at some point I would not get it or I would get tired of sending documents, but that was not my case, I got everything and I managed to beat them, really Casino guru, you should review the 9.1 rating of this casino since it should not be more than 6.5, there are many cases like mine.

Finalmente luego de 2 meses, mas de 20 correos/documentos cada 5-7 dias y una queja que duro mas de 1 mes aqui, he logrado recibir mis fondos, ya entiendo a que juegan en este casino, al final uno se rinde, deja de enviar documentos y das por perdido tu saldo, es una estafa encubierta, piden hasta lo mas insolito, tuve que pedir los ip's de a mi proveedor de servicios (tengo ip dinamica), tuve que ir al banco a que alguien me firme con puño y letra el bank statement, subir el contrato de mi linea telefonica (no servia una boleta de servicios) y asi un sin fin de documentos de lo mas insolito, todo para que en algun punto no lo consiguiera o me cansara de enviar documentos, pero no fue mi caso, consegui todo y logre ganarles, realmente Casino guru, deben revisar la calificacion de 9.1 de este casino ya que no deberia ser mas de 6.5, hay muchos casos como el mio.

Dear ricksgg,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru