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Pin-up Casino - Refused verification

RESOLVED

Complaint Info

Disputed casino

Pin-up Casino

Amount

$ 45828.43

Posted on July 3, 2024

Hope you are doing well! I have been playing on the Pin-Up website for a long time and had many deposits and withdrawals.

One day when I won a big amount of money my withdrawals were blocked and they asked for verification a second time while my account was already verified.

After some time I was not able to enter my account and they gave me error 2006 while I tried to log in. Please help me with these cases. All the documents of withdrawals and bank details were given.

Still, I have a problem with my account.

Account ID 21821956

Phone number <removed>

AskGamblers
Posted on July 3, 2024

Dear @MusaDem011,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on July 3, 2024

Hi everyone! Thanks for your support and reply to my messages. My disputed amount is 78.000 AZN which by today’s exchange rate (1$=1.702AZN) is nearly 45.828,43$. More than two months I have communication with support team of Pin-Up and every time they ask for new documentation or even after confirming the document next week they ask the same document. I am ready to send any document needed from me as I have everything related to my account and I am clear. Please help mensolve this problem as I won this money by my chanse and there was no any fraud case as they also confirmed it. Thanks in advance!

Posted on July 4, 2024

Hi again. I recently got an email from Pin-Up and they asked me to send my deposits and withdraws made by cryptocurrencies and I replied and sent them all transactions made from my BTC account. Files are in attachment. Also want to mention that it is not the first time I send these documents for verification.

Posted on July 5, 2024

Hello!
Additional verification has been requested from you based on the terms of the user agreement. We understand that waiting can be frustrating, but this procedure is not intended to delay the withdrawal process; it is to ensure that the account belongs to you. This is a standard account verification procedure.
Once the verification is complete, our specialists will send you an email with the results.

Posted on July 5, 2024

I've provided you everything you requested. Verifying my account takes longer than a month, which is definitely not standard procedure. I suppose you will just ask for something new and ridiculous once more after this crypto document is accepted, just to waste more time. I have never received assistance from a bookmaker quite like this. It's good to see that, in contrast to your other departments, you can respond pretty quickly here. Until Pinup pays me for my money, I would like the case to remain open. This may take some time because it takes them a week to answer to each inquiry. Additionally, it's possible that they will keep requesting documentation in the hopes that I will one day give up.

Posted on July 8, 2024

Hello!
According to the specialists, your statements do not include all transactions from 03.02.2024 to 16.03.2024. Please send an email to the specialists with this information included.

Posted on July 8, 2024

Hello!
Please Askgamblers team help me!
It is not the first time I am sending you all my deposits made from my bank and still you tell me that not all deposits can be seen. Give me the list of the deposits which you can not see and I will send to you them one by one and next time you will not be able to reply like that. You just do it in order to not give my money and block my account. All transcations were sent to you and last you asked for crypto payments and now you ask for bank again. What is your purpose?
Give me the exact list of deposits which you can not see and I will prove you that all of them are already submitted to you!
Be specific if you can not see them give me the details amount of deposit, and time! Telling any date range and saying not all transactions sent it is a joke. Give me the details about date, time and amount about transaction that you can not see! I will provide you all of them as I did before!

Posted on July 9, 2024

Hello.
The specialists have provided a few examples for which there is no information in the submitted statements:

2024-03-15 13:24:43 GMT+3, deposit method m10 for the amount of 100 AZN
2024-03-16 17:20:40 GMT+3, deposit method E-Manat for the amount of 100 AZN
Please check the cards used for these deposits and provide statements for them.

Posted on July 9, 2024

Hello.
Thanks for the details.
Here are the both statements for the payments you asking for. Also want to mention that there is 1 hour difference in the payment as the payment was made where time is GMT +4 and you mentioned GMT +3. You can ask provider by the transaction numbers mentioned in the statements. Thanks in advance. If there is any payment needed for statements please give me the details as for this payments and I will provide you all of them.

Askgamblers team as you can see I provide all the information asked from the Pin-Up let see what will be their next question. Please take this case with high importance as the Pin-Up tries to do everything just not to pay the money. I hope you will help me to solve the problem. Thanks in advance!

Posted on July 10, 2024

Hello!
You have sent screenshots of the payments, but we need a full card statement from February 3, 2024, to March 16, 2024, showing these deposit transactions.