Withdrawal declined with fake UTR

Account ID: 85356267

Disputed amount: #856,621

I am writing to request mediation regarding a severely delayed withdrawal and an endless verification loop at Pinup Casino. My funds have been withheld since September 6. I have fully co-operated and submitted everything requested immediately, but the casino keeps moving the goalposts while leaving my account "under review."

Timeline of event:

September 6: Submitted my first video verification via the provided link.

Septembet 14: Received and immediately submitted a second video verification link.

September 22: Requested to provide a utility bill, which I uploaded successfully.

October 5: Requested a mobile operator contract. I provided a screenshot of my official Glo Cafe profile showing my full name and mobile number.

Despite full compliance across four separate verification demands over the course of a month, my withdrawal remains stuck. Support chat offers no updates. I request that Pinup Casino complete their review and process my payout.

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 >

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.

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.

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.

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.