Complaint #258 Pin-up Casino

Withdrawal cancelation problem

By Sujon Chandra S.

3 weeks ago

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.

Disputed Casino Pin-up Casino

Reason Verification issues

Amount ৳29000

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear @sujonsarkerbd123,

Please let us know if there are any updates regarding your ongoing complaint.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

Pin-up Casino

• Representative

2 weeks ago

Hello!

We can see that the player chose not to wait for the review to be completed and used all the funds available in their balance to place bets on slots. Therefore, we consider the complaint no longer relevant, as the original matter raised is no longer applicable.

Regarding video verification, the client can check its status via the email thread they have been using to communicate with our specialists, should they wish to continue cooperating with the team.

Thank you for reaching out.

sujonsarkerbd123

• Bangladesh

2 weeks ago

I forgot to do Bangla select after giving the first link.Later, when they gave me the link to Gmail again, I answered everything in Bangla.

sujonsarkerbd123

• Bangladesh

2 weeks ago

I would also like to clarify that after the initial verification, PIN-UP conducted another verification with me, and this time the verification was conducted in Bengali.
Therefore, I kindly request you to take this into consideration when reviewing my case. I have fully cooperated with the verification process and provided the required answers during the subsequent verification as well.
I respectfully request that my verification results be reviewed as soon as possible and that I be provided with a clear update regarding the status of my pending withdrawal.
Thank you for your cooperation and understanding.

Pin-up Casino Complaint Stats

Resolved 83 / 83

Avg. Amount $2,138

Avg. Complaint Duration 9 days

Avg. Response Time 1 day

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

86h left

₹65,750

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.

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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.

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