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Pin-up Casino - Withdrawal not available for me due to additional verification

RESOLVED

Complaint Info

Disputed casino

Pin-up Casino

Amount

₹ 741025

Posted on July 9, 2024

I'm trying to withdraw my funds from Pin up gaming account but im getting an error "withdraw is not available for me", so I have contacted chat support they said liveness check which I have completed and later they said additional verification, so I have sent all the documents asked by them selfie with id and utility bill. Still my additional verification is not completed. I have mailed them 61 emails they are not responding, they will respond on 5 business day asking for documents it's been 20 days. Still my withdraw issue not solved. Contacted chat support, they always says this is exclusively carried out by another department so no info. My account is restricted. Please help me out from this situation

disputed amount =741025 inr

Posted on July 11, 2024

Hi Team, I got a reply from pinup yesterday asking for copy of agreement with mobile operator for the number specified in my profile

But from past 2 days as I know they will ask this document I'm trying to get this from Airtel service provider but Airtel refused they won't provide such document for prepaid customers
As we need to recharge the pack upfront to use their services
Alternatively they provided call history document of ebill for June month where In that ebill they clearly stated my name and mobile number so you can verify my ownership of that number
Please accept the document as Airtel refused to give such document for prepaid customers
I'm attaching all the proofs I have also I sent it through Gmail also

Or else if you have such document please send me the sample of that one from Airtel ISP so that I can reach out to Airtel store and I will demand them
I have searched in internet thoroughly but I didn't found any for reference

Please reply fast as I sent these documents yesterday please don't waste 5 business days and come up with answer like this is not the document we need ,we need photo , seal,stamp please note I'm trying my best for getting the document even with BSNL also

Posted on July 12, 2024

Hello!
The specialists are willing to accept the type of document you sent, but it must be in paper form (not an electronic version) with signatures and stamps on each page.

Posted on July 12, 2024

Hi Pinup team,
Just now I went to Airtel store Piduguralla location to get the document stamped and signed but they said they don't have the rights to stamp the document
Infact they replied that ebill is authorised by Airtel as I got to my mail
Please verify my ebill I have sent I'm also attaching the email from Airtel service provider
Please verify as Airtel refused to stamp,my document is genuine if you found that document is fake I'm ready to accept for forefeit of funds
Please accept my documents
Alternatively I have ported my number to BSNL,I will check with them
Password for document=19989299

Posted on July 16, 2024

Hello!
Unfortunately, without a paper version with confirming stamps and signatures, the specialists will not be able to accept the document. Alternatively, they must provide an official written refusal on paper with signatures and stamps.

Posted on July 16, 2024

Hi Pinup,

I have sent the requested document as stated by pinup which is a sim card data balance document from BSNL SERVICE PROVIDER having my name, telephone number, stamp and signature
Previously I sent the document with stamp as pinup asked name, number and seal/signature
Now I sent all the required document with photo of paper document having name, number,stamp,sign
Please verify
I'm attaching here also all proofs
Please don't waste my time by taking this long to reply back that we won't accept the provided
If you won't, reply on that day or later day atleast
Please don't drag the time

Posted on July 16, 2024

Inorder to reduce time waste activity Next step
I know you will ask for account replenishments/ deposits I have sent that also from January to till now
Overall transactions I have made are 6 , out of 6, five transactions I made from IDFC first bank, only 1 from axis
I have attached idfc bank statement of last 6 months where I have deposited 1700,3000 in February
And 30000,30000,15000 in June,
From axis Bank only one transaction of 30000 in june
Please find attached statements

Posted on July 19, 2024

Hello,

After reviewing your letter, our specialists will send you a response.

Posted on July 19, 2024

Hi Pinup,

Your took 4 days of time to reply back with some standard/ General statement "After reviewing your letter, our specialists will send you a response"
It's been 30 days even standard time frame is also completed
I have sent each and every document crystal clear as requested with paper form, stamp and signature
Even I have sent my bank statements of pinup deposits for past 13 months
Sent PDFs as well as the photo form with bank stamp and signature

PLEASE NOTE THAT 2 transactions I have deposited through Paytm Wallet as it's not bank debited or Upi there is no way to get stamped for Paytm wallet TRANSACTION just like crypto
Even I have sent my phone IP address and my laptop ip address that is used for pinup account login and betting
Yet it's not completed
From my side every document is sent,I'm waiting for additional verification completion
You just wasting 4 days of time and replying something just to waste the 96 hours clock
Looking at your reply pattern I'm sure you gonna reply something on 23 Rd July
I'm hoping for completion of additional verification please do it

AskGamblers
Posted on July 23, 2024

Dear Pin-up Casino,

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

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on July 23, 2024

Hello,

We understand your concern, but every bookmaker has its own methods for account verification and authentication. We adhere to strict security standards to protect our players and to prevent fraud on our platform.

We recognize that the waiting period may cause inconvenience, and we apologize for that. However, our primary goal is to provide a safe and reliable gaming environment for all our customers.