Pin-Up Casino - El jugador está luchando por completar la verificación KYC.

I played at the casino in January and won. Casino even paid me part of my withdrawal but after that the casino asked for additional verification. I submitted all the documents, but my account is still not verified. They don't ask for new documents and all withdrawals are refused. Customer service has no information and I don't understand what the problem is. Please help me.

Ich habe im Januar im Casino gespielt und gewonnen. Casino hat mir sogar ein Teil meiner Auszahlung ausgezahlt aber danach hat das Casino zusätzliche Verifizierung angefordert. Ich habe alle Dokumente eingereicht aber mein Konto ist immer noch nicht verifiziert. Sie verlangen keine neue Dokumente und alle Auszahlungen werden abgelehnt. Kundendienst hat keine Information und ich verstehe nicht wo das Problem liegt. Helfen Sie mir bitte.

Dear Dinok,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I sent a selfie in February with the casino page in the background and my passport. After that, the casino requested proof of address. I sent it in March and then in April because they didn't accept the first document. Then they requested a contract with the mobile operator. Since I have a prepaid SIM card, I sent my phone bill to the casino. That was in April and the casino hasn't written to me since. They don't answer my emails either. I also forwarded the email to you. After that I contacted the casino several times but without success.

Ich Februar habe ich ein Selfie mit Casinoseite im Hintergrund und meinem Reisepass geschickt. Danach hat das Casino einen Adressnachweis angefordert. Den habe ich im März und dann im April geschickt, weil das erste Dokument haben sie nicht akzeptiert. Dann haben sie einen Vertrag mit dem Mobilfunkanbieter angefordert. Da ich eine Prepaid SIM Karte habe, habe ich meine Telefon Rechnung ans Casino geschickt. Das war im April und seitdem hat mir das Casino nicht mehr geschrieben. Auf meine Emails antworten sie auch nicht. Ich habe auch die Email an Sie weitergeleitet. Danach habe ich das Casino noch mehrmals kontaktiert aber erfolglos.

Thank you very much Dinok for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Dinok!

From now on, I will take care of your complaint. I would like to invite representatives of Pin-up Casino into this complaint in order to help us to resolve the complaint.

Dear Dinok,

You have been sent a request to your e-mail, please check the presence of the letter.

I have sent you a screenshot of my Ecopayz account. Please let me know if there is anything else you need.

Ich habe einen Ihnen einen screenshot von meinem Ecopayz Konto geschickt. Lassen Sie mich bitte wissen, wenn Sie noch was benötigen.

Hello Dinok!

Was there any development since you submitted the screenshot of your Ecopayz account?

No, I still haven't got a response from the casino.

Nein, ich habe immer noch keine Antwort vom Casino bekommen.

Dear representatives of Pin-up Casino,

I would like to ask you to let us know about any development in this case.

I got another email from the casino. They wanted to know what kind of device I use for surfing and which internet provider I have. I replied to the casino

Ich habe noch eine Email vom Casino erhalten. Sie wollten wissen was für ein Gerät ich fürs surfen nutze und welchen Internetanbieter ich habe. Habe ans Casino geantwortet

Dear Dinok,

Consideration of documents takes up to 5 working days, wait for a response to your mail.

Casino finally verified my account and I have already received my money. Thank you very much for your help

Casino hat mein Konto endlich verifiziert und ich habe mein Geld schon erhalten. Danke sehr für Hilfe

Hello Dinok!

I am delighted to see the great 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.