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 >
