Pin-up Casino Complaints

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 >

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

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.

Dear askgamblers team,

My pinup casino id is 48779267.

I have withdrawn 50000 and it's been more than 2 days now.

As per pinup policy withdrawal time period is 24 hours.

Upon connecting to their chat support, it's not even working and the withdrawal is still pending.

When I sent an email, the support mail replied to connect to chat support and it's not working.

Pinup always holds or blocks money intentionally in 1 out of 5 withdrawals.

They have done this before also and the issue was solved by askgamblers.

Kindly intervene.

Dear AskGamblers team,

I am submitting this complaint regarding Pin-Up Casino, which has unjustly blocked my verified account, rejected my withdrawal request, and requested verification steps from a decentralized e-wallet that are not technically possible to fulfill. Despite fully verifying my account and providing all available documentation, I am still unable to access either my funds of $1740 or my account.

Account ID: 64198437

Summary of Events:

I successfully completed the verification process, uploading my national ID, confirming my phone number, verifying my email address and even provided facial verification through their platform. Shortly after, I received an email confirming that my account had been successfully verified.

When I attempted to make a withdrawal, Pin-Up blocked my request without explanation. Upon contacting customer support, I was told to send an email with details of my e-wallet and the deposit transactions — which I did that same day.

The next day, I received a reply requesting a screenshot showing personal details proving that I am the wallet owner. In response, I sent a clear screenshot of my Trust Wallet labeled with my name, and even submitted a screen recording showing my name on the wallet while navigating through the app and highlighting the deposit transaction made to Pin-Up.

In a separate email, I was notified that my account had been blocked without any stated reason and was advised to contact support to request an unblock. I did so via live chat and was told to wait for a response within 24 hours. The next day, I received a follow-up email stating that my account had been unblocked. However, I’m still unable to access it — every login attempt resulted in the same error: “Invalid transfer data. Error code 45”

Returning to the original email thread, I was again asked to send a screenshot proving that my personal identity details were linked to my e-wallet. I explained that this is not possible, as I use Trust Wallet, a decentralized wallet that does not collect or display personal user information. I also included a screenshot from Trust Wallet’s official support channel confirming that they do not offer identity verification or KYC of any kind.

As of today, more than 5 days have passed since my last reply, and I have not received any further updates or resolution. My account remains inaccessible, and my funds remain frozen without any reason.

Key Concerns:

Pin-Up has been inconsistent and unfair in their handling of this case:

Blocking and unblocking my account without any valid justification

Confirming that my account was unblocked, when I still cannot log in

Requiring verification steps that are technically impossible for decentralized wallets

Ignoring their own verification confirmation, despite my full compliance

Failing to meet their own stated response timelines, even after I promptly sent every document and clarification they requested.

I would also like to point out that Pin-Up is deviating from standard industry procedures by requesting impossible verifications that are not supported by decentralized wallets. I have used my Trust Wallet with other licensed online platforms without ever being asked to provide such unverifiable information. This makes their demands seem arbitrary and unfair, especially considering my account had already passed full verification.

What I Request:

I respectfully ask that AskGamblers assist in:

Fully unblocking my account (this was supposedly resolved, but the account remains inaccessible)

Allow my withdrawal to be processed to the same E-Wallet used for the transaction.

Ensuring Pin-Up no longer requires impossible verifications for self-custody wallets like Trust Wallet.

Thank you for your support and attention in helping resolve this matter.

Sincerely,

< first name removed >

I have a serious issue with Pin-Up Casino. I have won around 17,000 AZN but they are not allowing me to verify my account or withdraw the money.

When I try to submit a complaint through your website, I cannot find “Pin-Up Casino” in the list.

Please help me either to file the complaint manually or let me know how to proceed.

My details:

Casino: Pin-up12d.com

Player ID: 63440621

Country: Azerbaijan

Issue: Account verification blocked because of previous documents, winnings withheld.

I deposited a Flexepin voucher to the casino. I waited for more than 3 hours for it to be credited to my balance, but to no avail; nothing was credited to my account. I cajoled on their 24/7 help chat and told them about the deposit. The agent asked for a receipt and proof that I deposited the Flexepin voucher. I gave them the screenshot of my deposit transaction and the receipt of the Flexepin voucher that I bought through the online reseller RECHARGE. The voucher is only $30, not a big amount, but this is not the first that this incident has happened to me. A couple of days back, I deposited a Flexepin voucher for $100, and it took them 4 days to credit it to my balance.

And today, after the agent on the chat made a ticket for my concern, I received an email from their technical department that they didn't see any attempt that deposit such a Flexepin voucher today. I immediately emailed back and sent them a screenshot of the transaction of my Flexepin voucher today, and still, they didn't acknowledge it. When u try to chat with the agent, you can't send any messages from the 24/7 help chat of PinUp Casino.

It's not the deposit that I am into, it's the way they treated and responded to the small player like me that really makes me feel disappointed and angry.

I'm hoping to see them learn how to treat a small player like me fair and square. If you ever need proof, I'm willing to send all the evidence to support my claim.

Thank you.

Profile id: 48779267

I made a withdrawal of 250000 inr on 1st march 2025,

Pinup casino made 3 parts of my withdrawal into three amounts i.e.

83333, 83333 and 83334.

The 83334 part of my withdrawal was instantly cancelled and refunded back to gaming account.

Rest two parts of 83333 and 83333 are shown successfully withdraw from pin up, but as per my bank statement i have only recieved one part of 83333 and second part has not been recieved.

Pinup casino is falsely providing fake transaction id.

I have submitted my latest bank statement couple of times which clearly shows the transaction of 2nd part is missing and not recieved.

Pin up dont even provide any proof of transaction and falsely providing just transaction id without proof.

They keep on asking for documents from players but when it come to the pin up they dont provide anything.

I am submitting my bank statement here on askgamblers too if needed.

Kindly take strict actions against them. As they are clearly unfair with trade practice and unfair with withdrawal.

Kindly solve my issue asap.

I deposited 4k rupees in pin-up casino on 5th November but still this amount is not credited in my gaming id. Many times I have contacted with customer service agent but they say only one thing that their finance team is working on this.

Even after 10 days this amount not credited in gaming account. I am very depressed because of this. It's horrible experience with me.

My gaming id is 37577552

If you can something so please process this payment asap.

Thanks & Regards,

Gokul

I would like to mention to you that I deposited 8000 INR through the Upi Fast method but up to now I haven't received any payment.

Sir Pin Up Bet try to scam by repeating the same message as a ticket number they have just replying to similar 4 messages each and every time for last 11 days and I haven't depositing my funds as I read lots of reviews about this site on your site I agree that this is the biggest fraud site in the world

Please help me you are my last hope

I'd no 28619971

Ticket no. TS-1647125