Pin-Up Casino - El retiro del jugador se ha retrasado.

I made a withdrawal of 3000, actually two withdrawals, the first for 2000 and the next for 1000 pesos. Since my card reached the transaction limit for the month, the money was returned, and now they say it will take seven days because the bank is investigating me. They haven't paid me yet, and it's been more than 10 days.

realicé un retiro de 3000 bueno fueron dos, el primero de 2000 y el siguiente de 1000 pesos, y como mi tarjeta alcanzo el límite de movimiento del mes, pues se regresó el dinero y ahora dicen que en siete días que porque me están investigando el banco y no me han pagado y ya van más de 10 días

Dear Hubert1992,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Who informed you the bank is investigating you?
• Have you previously withdrawn funds from the casino successfully?
• 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

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The casino people told me that they couldn't deposit money because they were investigating me and what the problem was with my bank.

If I have already withdrawn other amounts there with them, up to another amount, and more, it is fair that it is for this amount that they are not giving me

Los del casino es me dijeron que que no me podían depositar porque me estaban investigando que porque qué problema era de mi banco

si ya he retirado otras cantidades ahí con ellos, hasta demás cantidad, y demás, de justo que es por esta cantidad no me estén dando

I mean, according to what they have told me, they are investigating because my bank movements are already at the limit or I don't know and if I have already withdrawn other amounts with them and so on, but now these days I started playing again and I can't win anymore, and I can't withdraw money anymore and because I can't win in any of those games I can win

O sea yo según me tienen diciendo que están investigando porque mis movimientos de mi banco ya ya está límite o no sé y si ya he retirado otras cantidades con ellos y demás, pero ahora en estos días me puse a jugar otra vez y ya no puedo ganar, y ya no puedo retirar ni dinero y porque ya no puedo ganar en ninguno de esos juegos puedo ganar

Thanks for your reply.

Do I understand correctly the amount you are attempting to withdraw has changed since your first post?

Could you please forward the related communication so we may review the situation? Please share it with me at my email at tomas@casino.guru

Dear Hubert1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.