Pin-Up Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

Hi, I've been playing on Pinup these past few days and I realized today that I couldn't bet in the casino or on sports. Then I tried to withdraw my balance and I got an error message saying I should contact support.

I contacted support because I couldn't withdraw my money and they told me I had to pass an additional video verification.

I received an email with a link where they asked me different questions and I completed them all, I am still waiting for the response to that process.

I've been with Pinup for over 10 months, I've never had a problem, I've always been able to withdraw and my KYC is complete.

I request your help in making my funds available.

Hola, estuve jugando estos dias en pinup y me doy cuenta hoy que no podía apostar en casino ni deportes, luego quiero intentar retirar mi saldo y me aparecía un error, que debía contactar a soporte.

Me contacte a soporte ya que no podía retirar mi dinero y me indican que debo pasar una verificación adicional de video.

Me llego un correo con un enlace donde me hacían distintas preguntas y las complete todas, aun espero la respuesta de ese proceso.

Llevo mas de 10 meses en pinup, nunca había tenido un problema, siempre he podido retirar y mi KYC esta completo.

Solicito su ayuda para poder tener mis fondos a disposición

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Was your player's account verified recently or in the past?
• Have you made any successful payouts from the casino in the past?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you tell me how long you were a player at the casino and exactly when your account was blocked?

• I played for 11 months and my account was blocked 3 days ago.

How did you find out your account was blocked?

• Because I couldn't make withdrawals, play at the casino, or place bets—everything was blocked—then I received an email asking me for video verification.

Was your player's account verified recently or in the past?

• My account was verified 8 months ago and I had always been able to make withdrawals normally.

Have you made any successful payments at the casino in the past?

• Yeah

What games did you play to accumulate your current casino balance? (slots, live games, sports betting)

• Casino slots and a little bit of sports

Did you achieve your current balance with the help of a bonus?

• Do not use any bonus

I will publish the conversations I've had with the casino, but I'll say in advance that they haven't responded to me at all.

¿Podrías informarme cuánto tiempo fuiste jugador en el casino y cuándo exactamente se bloqueó tu cuenta?

• Fui jugador por 11 meses y se bloqueo hace 3 dias

¿Cómo se enteró que su cuenta estaba bloqueada?

• Porque no podía hacer retiro ni jugar al casino ni hacer apuestas estaba todo bloqueado, luego recibí un correo pidiéndome una videoverificacion

¿La cuenta de tu jugador fue verificada recientemente o en el pasado?

• Mi cuenta estaba verificada hace 8 meses y siempre había podido hacer retiros de forma normal

¿Has realizado algún pago exitoso en el casino en el pasado?

• Si

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, apuestas deportivas)

• Casino tragamonedas y algo poco de deportes

¿Lograste tu saldo actual con la ayuda de un bono?

• No use ningun bono

Publicare las charlas que he tenido con el casino, pero adelanto que no me han respondido nada.

I sent the PDF to your email. tomas@casino.guru

Te envie el pdf a tu correo tomas@casino.guru

Thanks for the update.

Did you keep the communication where the casino accused you of not responding to the questions correctly? Could you please share the relevant communication with me?

Post it here or send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

Hello, I had already sent you the email accusing me of not answering all the questions above, I'm sending it again. To date, I still haven't been able to get my money back.

Hola, te había enviado el correo donde me acusan de no responder todas las preguntas mas arriba, te lo vuelvo a enviar, hasta la fecha aun no puedo recuperar mi dinero

Hello, the casino has emailed me again saying I supposedly answered their questions incorrectly. My money has been held for a month now. I need them to at least implement a different verification system. I have any document that could prove my identity.

Please, I need your help. Money is important to me, and the casino isn't offering any solutions.

Hola, nuevamente el casino me manda un correo de que supuestamente respondi erróneamente sus preguntas, ya llevo 1 mes con mi dinero retenido, necesito que al menos hagan un sistema de verificación distinto tengo cualquier documento que podría acreditar mi identidad

Por favor necesito vuestra ayuda, el dinero es importante para mi y el casino no me da soluciones...

Dear Nicozmr,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you Nicozmr for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pin-Up Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Hello, I'm here to update you that the casino has decided to block my account and confiscate my funds.

Hola, vengo a actualizar de que el casino ha decidido bloquearme la cuenta y confiscar mis fondos

Hello!

During the first video verification request, the player did not answer all the questions and ended the session prematurely. In the second attempt, errors were found in the responses, which required another verification. During the third attempt, errors were again identified in the answers, after which the security team decided to block the account, as none of the attempts confirmed that the account belongs to the player.

Thank you for your cooperation.

I answered all the questions; they made me complete the questionnaire three times. It's worth noting that the questions are very detailed, with information that no normal person would remember, and they only give you eight seconds: For example: the exact date you registered at the casino, details of your last bet, the last digits of your card, etc. You simply can't react to these questions in eight seconds.

I have everything verified. If I can provide my bank statements and payment receipts showing my deposits and withdrawals to my account to prove that the account belongs to me, I don't understand why you would make something as difficult as an 8-second video verification.

It's not fair that the casino can just close your account and confiscate your funds that you used without bonuses, just by betting.

If they're going to close my account, they should return my money and not let me play anymore, but it's THEFT to take other people's money.

I also request guidance on where I can file a complaint regarding the casino's license.

Yo respondi todas las preguntas, me hicieron hace el cuestionario 3 veces. Cabe recalcar que las preguntas son muy detalladas, con datos que ninguna persona normal recordaría y dan 8 seg: Por ej: fecha exacta en la que te registraste en el casino, detalles de cual fue tu ultima apuesta, últimos dígitos de tu tarjeta, etc.. son preguntas que en 8 seg no sabes reaccionar.

Yo tengo todo verificado, si para poder comprobar que la cuenta me pertenece les puedo facilitar mis cartolas de banco y pago donde se vean mis depósitos y retiros a mi misma cuenta, no entiendo por que hacer algo tan difícil como una videoverificacion de 8 segundos.

No es justo que el casino te cierre la cuenta asi como asi y confisque tus fondos que usaste sin bonos, solo apostando.

Si me van a cerrar la cuenta que devuelvan mi dinero y no me dejen jugar mas, pero es un ROBO apropiarse del dinero ajeno.

Solicito orientación igualmente para saber donde puedo poner un reclamo con la licencia del casino.

Thank you for the update Pin-Up Casino representative. Would it be possible to provide me with recordings of the video verification for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello!

We cannot provide such files to third parties. The player can obtain them самостоятельно by sending a request to the email address support@pin-up.support, after which they can forward the files to you.

If the player intends to do this, they need to send a request with a clear description of what is required. After the request has been sent to the указанную почту, please inform us in this discussion so that we can process the request correctly. As this is a non-standard situation, it requires additional clarification for our specialists, which will be provided after we see your confirmation here.

Thank you for your cooperation.

Thank you for the clarification Pin-Up Casino representative.

Dear Nicozmr, would it be possible to submit a request to the casino's customer support as described so we can proceed with the resolution of the complaint? Thank you in advance for your cooperation!

Hello, I just sent an email requesting the recordings.

Similarly, the casino refuses to provide an explanation as to why they haven't returned my balance and why it was stolen, since they kept that money for themselves.

Hola, acabo de enviar correo solicitando las grabaciones.

Igualmente el casino no quiere dar respuesta respecto a por que no me devuelven mi saldo y el motivo del por que me lo robaron, ya que ese dinero se lo quedaron para ellos.

They replied to my email, they will not send any recording and reiterate that they will keep the money and my account will be blocked.

That's the seriousness of pinup.

Me respondieron el correo, no enviaran ninguna grabación y reiteran que el dinero se lo van a quedar ellos y mi cuenta bloqueada.

Esa es la seriedad de pinup.

Dear Pin-Up Casino representative, would it be possible to check with the customer support, as it seems there must have been some misunderstanding as the player did what was requested and despite that your support has declined to provide the requested recording. Thank you in advance for your clarification!

Hello!

The video verification files have been sent to your email address.

Thank you for your cooperation.

Thank you for the update Pin-Up Casino representative.

Dear Nicozmr, please provide me with the recording to my email at your earliest convenience. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter, I've sent you the videos that the casino provided me.

There are 5 videos of the 5 questions I answered; the casino doesn't show which questions I'm answering, I only send the video.

On the other hand, I made 3 attempts and they sent the last one. They should have sent 15 videos since I made 3 attempts answering 5 questions.

As you can see in the videos, I answer each question in 10 seconds and it is also me who answers them; I can verify that it is me through my ID and proof of address.

I'll be waiting.

Hola Peter, te he enviado los videos que me proporciono el casino.

Son 5 videos de las 5 preguntas que respondi, el casino no muestra que preguntas son las que estoy respondiendo, solamente envío el video.

Por otro lado yo hice 3 intentos y envíaron el ultimo. Deberían haber enviado 15 videos ya que hice 3 intentos respondiendo 5 preguntas.

Como podras ver en los videos respondo cada pregunta en los 10 seg y también soy yo mismo quien las responde, puedo verificar que soy yo mediante DNI y factura de domicilio.

Quedo atento.

Thank you for the update, Nicozmr.

Dear Pin-Up Casino representative, I would appreciate it if you could provide further details regarding your video verification process. Additionally, could you confirm whether players are informed in advance about the specific information required from them, so they are adequately prepared to respond within the designated timeframe? From the recordings provided, it seems a player who is well acquainted with their account information might have a problem with passing this verification process. Thank you in advance for your clarification!

Hello!

During video verification, the player only needs to answer a few questions that are displayed on the screen for a certain period of time. None of the questions are designed to make the verification process more difficult. The questions cover basic information that the genuine account owner should definitely know, as it is part of their experience on the platform or their personal data, sometimes even very recent experience.

Thank you for your cooperation.

Hello,

I urge the casino to post the questions they asked me in this thread; they don't show them in their recordings. These aren't easy questions to answer in 8 seconds, nor are they very relatable. If you get even one of the five questions wrong, they'll close your account.

There are other ways to verify that I am the account holder, such as having someone from the casino schedule a video call with me, asking for a selfie with my ID or my payment statement, things that other more reputable casinos do.

Hola,

Invito al casino a que nos deje en este hilo las preguntas que me hicieron, en sus grabaciones no las muestran. No son preguntas fáciles de responder en 8 segundos ni mucho menos muy familiares. Si te equivocas en 1 de las 5 preguntas ya te cierran tu cuenta.

Hay otras formas de poder verificar que yo soy el titular de esa cuenta como que alguien del casino agende una videollamada conmigo, que me pidan foto selfie con el DNI o mi cartola de pagos, cosas que hacen los otros casinos mas serios.

Hello,

I appreciate the casino's transparency and acknowledge that those were the questions they asked me. However, as you can see from my attempts, I have more correct answers than incorrect ones.

On my first attempt, they rejected me for saying the last bet settled, which for me was indeed the last one I made. The casino didn't specify whether it was settled or placed in their question, but I didn't think it was wrong.

Regarding the questions about whether I have played in the casino section, I have been with them for 1 year and I have played slots on occasion.

In short, as the Casinoguru representative can see, I have more good answers than "bad" ones (which the casino determines to be a bad answer for them).

It also states that I should remember the last four digits of my card. What normal person, with so many cards they have, remembers the digits of one they use in eight seconds?

I clarify that the casino under pressure gives 8 seconds to answer.

Hola,

Agradezco al casino la transparencia y reconozco que esas fueron las preguntas que me hicieron. Sin embargo como se puede ver en los intentos tengo mas respuestas buenas que malas

En el primer intento me rechazaron por decir la última apuesta liquidada que para mí sí fue la última que hice, el casino no especificó si era liquidada o realizada en su pregunta, para mí no estaba mala

respecto a las preguntas de si he jugado en la sección de casinos llevo 1 año con ellos y en alguna ocasión si jugué slots

En fin como podrá ver el representante de casinoguru tengo más respuestas buenas que "malas" ( las cuales el casino determina que es una respuesta mala para el)

Se indica además que debería recordar los últimos 4 dígitos de mi tarjeta. ¿Qué persona normal entre tantas tarjetas que tiene, recuerda los dígitos de alguna que utilizo en 8 segundos?

Aclaro que el casino bajo presión da 8 segundos para contestar.

Thank you to both parties for your update.

Dear Pin-Up Casino representative, while each casino has the discretion to determine how they conduct video verification, it seems unreasonable to expect players to respond to questions, such as the last digits of their card, within an 8-second timeframe. For the last digit question it would be more reasonable to allow players the opportunity to reference their card for this information. Furthermore, it is important to acknowledge that players may not always be able to provide accurate answers in such a brief period; therefore, allowing for the possibility of a single mistake would be a fair approach. The player has been an active player for almost a year so I don't think it's reasonable to assume the player has tried to take an advantage of your service as that is more common with fresh accounts. Please let us know if any compromise can be made in this situation. Thank you in advance for your reconsideration!

Hello,

The client was given not one, but three opportunities to complete video verification. From our side, we made multiple accommodations.

At the same time, the client clearly remembers the date of the verification that took place a year ago, which may indicate prior preparation.

We have conducted such checks many times, and 10 seconds is sufficient to provide an answer. This timing is specifically designed to reduce the likelihood of the client looking up the answer if they do not know it.

Regarding the allowance of one mistake — this is precisely why the security team requested multiple repeated video verification attempts in order to make a final decision.

At present, a review of the decision in this case is not possible.

Thank you for your cooperation.

Thank you for the update Pin-Up Casino representative.

Dear Nicozmr, We have attempted to mediate a potential compromise; however, the decision to offer any goodwill gesture ultimately rests with the casino. As this is not the case, we regret to inform you that we are unable to provide further assistance in this matter due to the unsuccessful completion of the video verification procedure.

Please note that Know Your Customer (KYC) verification is a critical and mandatory process. It ensures that funds are released to their rightful owner. As casinos are unable to physically verify each player’s identity and documentation, KYC procedures serve as the primary means of verification. Consequently, all licensed casinos treat KYC requirements with the utmost seriousness.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter