Complaint #265 Pin-up Casino

One of my withdrawal is missing

By Asim H.

44 minutes ago

Dear AskGamblers Team,

I am writing to respectfully ask you to review my complaint and assist me in resolving a serious issue concerning a withdrawal from Pin-Up.

I won approximately 8,500 AZN (around USD 5,000) on Pin-Up and subsequently requested a withdrawal. The amount was divided into three separate transactions of USD 1,200 each.

The first transaction was successfully received, amounting to approximately 2,200 AZN. The second transaction was returned to my Pin-Up account. However, the third transaction is where the serious problem occurred.

For the third withdrawal, I received only five separate payments of USD 0.50 each. Despite this, the transaction was marked as successful, as if the full USD 1,200 had been sent to me.

I have contacted Pin-Up several times through their official email addresses, but despite waiting for seven days, I have received no meaningful response or resolution.

I have also contacted their live support repeatedly over the past seven days. Each time, I am given the same response that the issue will be resolved “during the day” or “within 24 hours.” However, despite these assurances, the problem remains unresolved.

As a VIP customer, I have also reported this issue multiple times by phone. Although Pin-Up representatives have acknowledged that there appears to be an error with the withdrawal, no actual resolution has been provided to me so far.

I would also like to point out that, based on information and complaints I have encountered, I believe this may not be an isolated incident. There appear to be numerous similar complaints from customers in Azerbaijan.

Furthermore, because of the daily banking transaction limit of five transactions in Azerbaijan, receiving five separate payments of only USD 0.50 can effectively prevent the customer from making or receiving further banking transactions that day. This creates a serious practical problem for customers.

I am also concerned about reports of potentially unauthorized transactions involving customer payment information. For example, a friend of mine claims that USD 260 was withdrawn from their account, which they believe was connected to Pin-Up personnel. I understand that such allegations require proper investigation, and I am prepared to provide the relevant evidence.

There are additional details and evidence regarding my case that I am ready to provide, including screenshots, transaction records, correspondence with Pin-Up, and other supporting documentation.

I respectfully ask AskGamblers to review my case, investigate the circumstances surrounding this withdrawal, and assist me in obtaining the funds that I am legitimately owed.

I would greatly appreciate your assistance and a prompt response.

Kind regards,

< full name removed >

Disputed Casino Pin-up Casino

Reason Delayed payment

Amount $1200

Discussion

95 hours left for Pin-up Casino to respond.

There are no replies at the moment.

Pin-up Casino Complaint Stats

Resolved 83 / 84

Avg. Amount $2,121

Avg. Complaint Duration 10 days

Avg. Response Time 1 day

Pin-up Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 51 out of 52 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Complaint Status

95h left

$1,200

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Pin-up Casino Complaints

See all complaints for this casino

Withdrawal declined with fake UTR

This platform is doing scam. I will bring the things one by one:

1.They have not given me my withdrawal of 46730 and 19020. First they marked the withdrawal as completed but no funds were credited. When I asked them they asked my to submit my bank statement and phone app video multiple times. Then they simply gave me 2 UTR and said the payment is done ,please check with bank. I checked with the bank and they said no such transaction exists with the provided UTRS .I also gave them the bank response. And no they are telling they cannot do anything on this.

2.They are intentionally sending some small amount like 10rs INR in account and later it is been getting tagged to a cyber complaint and due to which the account is getting freezed

My user id is 23147644

Unresolved

₹65,750

Withdrawal cancelation problem

My Account ID is < sent to the casino >.

It has now been more than 5 business days since I completed and submitted my video verification. However, I still have not received any clear update regarding the status of my verification or my pending withdrawals.

I have already waited for the timeframe provided by your support team. I kindly request that you urgently check my case with the specialized department and provide me with a clear and specific update.

Please confirm:

1. Has my video verification been successfully completed?

2. Is any additional information or action required from my side?

3. What is the current status of my pending withdrawals?

4. When can I expect the issue to be fully resolved?

I understand that verification may take time, but I would appreciate a definite update rather than being asked to wait indefinitely.

Please escalate my case if necessary and provide a clear response as soon as possible.

Rejected

৳29,000

Incorrect Bet Settlement

I placed a football bet on Pin-Up and watched the match live. The match ended with a final score of 0–2.
I had a bet on Over 1.5 Goals, which clearly won. Every other betting company where I placed the same bet settled it as a winning bet and paid me accordingly.
However, Pin-Up incorrectly settled my bet as lost, claiming that the match ended 0–1, which is not the official result.
I contacted Pin-Up's live support several times, but they closed the chat without providing any explanation or resolving my issue.
I am providing my betting slip and the official match result as evidence.
I kindly ask AskGamblers to investigate this case and help me receive the correct settlement for my winning bet

Pin-Up account : 57202896
Cupon id : 7304688881

Resolved

ман.830

Deposit amount not credited even after 2days

Deposit amount not credited even after sharing payment screenshot and bank statement and waited for 2days since deposit made, no mail response even after sending so many mails. No help from their class live chat service.whenever asked for the update they are giving new time frames. I am the one who made the deposit in their given upi id and I am the one who is giving proofs and statement everytime. No co operation from the side of Pinup casino.

Resolved

Additional Verification delayed from last 5 months

Dear Askgamblers Team,

I want to officially complaint against pin up casino.

My account Id on pin up casino is 21566135. When I joined this casino I liked it very much and really though this is one of the very best betting site in the world.

I lost too much money here and also won. That’s a part of game but never faced any difficulty in deposits or withdrawals. But then suddenly when I started playing with high stakes something happened. Around five months back when I won continuously 4-5 bets suddenly my withdrawal declined and when I contact support they told me you need to go through additional verification before getting a withdrawal.

My account was already verified but still they told me to do additional verification. I thought okay not an issue let’s complete it.

But then when I started the additional verification process this casino started their harassment and never ending process of verification.

One by one after every five days they request some new document and when I submit after five days they again request something new.

Over time I have submitted each and every document they asked me to submit. But still my verification is not been completed. Infact my account is also blocked and I have no access to it. I have over Rs 90,000 in my account but all they are doing is delaying my verification intentionally and not allowing me to withdraw my funds.

Now, askgamblers team you are my last and only hope. Kindly help me in resolving this issue with pin up casino.

Resolved

₹90,000

Unjust seizure of deposits totaling 75000 INR due to impossible verification deadlines

I am lodging this complaint against Pin-up Casino regarding two missing deposits totaling 75,000 INR (50,000 INR and 25,000 INR). Despite providing all legal proof of payment, the casino has refused to credit my account and has informed me that my funds are "lost."

Timeline of Events:

The Deposit: I made two deposits (50k and 25k), which were successfully debited from my bank but never credited to my Pin-up wallet.

Initial Evidence: I provided immediate proof via screenshots showing the Merchant Name, Date, Time, and UTR/Transaction numbers.

The Impossible Demand: The support team demanded a PDF bank statement within a 24-hour deadline.

The Obstacle: These transactions were made via Credit Card. As per banking regulations, official statements are only generated at the end of the monthly billing cycle. My bank confirmed it was impossible to generate a formal PDF statement mid-cycle.

The Rejection: I explained this limitation to Pin-up support, but they refused to extend the deadline or accept the UTR screenshots as temporary proof.

Final Submission: Once my billing cycle ended, I provided the official PDF statement. The casino then claimed that because I missed the initial "one-day deadline," my funds were forfeited.

Key Points for Mediation:

Proof of Funds: I have submitted the official PDF statement, which clearly shows the funds leaving my account and going to the casino’s payment processor.

Unreasonable Deadlines: A 24-hour deadline for a monthly credit card statement is a physical impossibility. Using this as a reason to "loot" or seize a customer's deposit is predatory and against fair gaming practices.

Enrichment: The casino has received my 75,000 INR. To keep the money without crediting my player account is a direct theft of funds.

Resolved

Pin Up Casino withholds 7027 MXN violating Forced Payment Order from Curacao Ministry of Finance ID 61868027

My account (ID 61868027) was self-excluded, and the balance of $7,027 MXN must be returned.
1. Government Intervention: The Curacao
Gaming Control Board (CGCB) and the Ministry of Finance intervened in my case and ordered Pin-Up Casino to immediately transfer the funds. Evidence of the email where I notified the casino of this order is attached.
2. Evasion and Disobedience: Pin-Up has ignored the regulatory order and missed the Thursday (October 16) ultimatum. I attach evasive emails where they ask me to use the chat, ignoring the government's order.
Requested Outcome: I demand the immediate transfer of the $7,027 MXN to my registered bank account to close the case.

Rejected

$7,027

Pin - up Casino - INR 5k deposit not credited to account

I deposited 5k using Paytm on 22/9 and money got debited from my account but even after couple of hours the amount never arrived at my pin up account balance. I inquired in chat and a ticket was created TS-2189228 but on 26/9 I received an email stating my money was not received hence my balance will not be credited with 5k. I provided bank statement showing the debit of the funds but to no avail. They are keep on stating that they have not received the funds. They are not even trying to help me. I request askgamblers team to help me in this regard. Attaching Paytm screenshot and bank statement where debit under IMPS number 691092008459 is visible.

Resolved

₹5,000

INR 20k Withdrawal is not credited to bank account

I requested a withdrawal of 20k on 20/9/25 at around 5am. I waited but money did not come to my bank and then I contacted the chat support and per them they created a ticket TS-2184999. After some hours I contacted them again and this time they said my withdrawal was successful at 9.31am on 20/9/25. I checked with my bank but they didn't receive it. I visited my bank today and per them there is no such credit to my account of 20k on 20/9/25 and they asked me to contact the sender because sometimes once NEFT payment is failed, it will go back to sender. When I explained this to them they are coming up with same response that it's successful and not helping me. I'm attaching all docs like my bank statement from 20/9 to 25/9 and the payslip which they have provided. please help me to get my money.

Resolved

₹20,000

Pin-Up Casino - My additional verification is not completed since 15 July

I started playing on pin-up casino 5 months ago.
And this is very good casino, I enjoyed playing in this casino.
But on 15th July when i try to withdraw my funds, pin-up wanted to verify my account.
First they sent link for video verification in which they ask some questions regarding my account that i answer them, after that they want my utility bill which I sent to them, after that they want my mobile contract which I sent to them, after that they want my bank statement pdf which I sent to them, after that they want my device information from which I bet I sent them the details of the devices, then again today they want my bank statement pdf in paper format sign by the bank employee.
I already sent them the pdf of my babk statement.
Please tell me in this digital world why anyone sign the bank statement pdf in paper format why?
And they answer my every document in more than 5 working days.
They also tell me that my additional verification is completed in not more than 30 days, but it's already been more than 40 days since my verification has started.
I sent all the documents they want as soon as their message comes but they reply in more than 5 working days.
I already sent them the bank statement pdf but they want again the same document in paper format.
Why any bank employee sign that document in paper format if the bank given the bank statement pdf online.
Please help me askgamblers to resolve my issue.
Thank you.

I attach the important mail regarding this issue.
My additional verification started from 15th July.
They wanted my bank statement pdf on 11th August I sent the pdf on 12th August then they accepted ny bank statement pdf on 18th August and they wanted another information but again yesterday they want my bank statement pdf in paper format.
And after that they don't reply.
Its already been more than 40 days.
Please help me.
Thank you.

Resolved

₹189,000