Reclamação #233 Pin-up Casino

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

Por Sanket520

há 9 meses

I started playing on pin-up casino 5 months ago.
And this is very good casino, I enjoyed playing in this casino.
But on 15th July when i try to withdraw my funds, pin-up wanted to verify my account.
First they sent link for video verification in which they ask some questions regarding my account that i answer them, after that they want my utility bill which I sent to them, after that they want my mobile contract which I sent to them, after that they want my bank statement pdf which I sent to them, after that they want my device information from which I bet I sent them the details of the devices, then again today they want my bank statement pdf in paper format sign by the bank employee.
I already sent them the pdf of my babk statement.
Please tell me in this digital world why anyone sign the bank statement pdf in paper format why?
And they answer my every document in more than 5 working days.
They also tell me that my additional verification is completed in not more than 30 days, but it's already been more than 40 days since my verification has started.
I sent all the documents they want as soon as their message comes but they reply in more than 5 working days.
I already sent them the bank statement pdf but they want again the same document in paper format.
Why any bank employee sign that document in paper format if the bank given the bank statement pdf online.
Please help me askgamblers to resolve my issue.
Thank you.

I attach the important mail regarding this issue.
My additional verification started from 15th July.
They wanted my bank statement pdf on 11th August I sent the pdf on 12th August then they accepted ny bank statement pdf on 18th August and they wanted another information but again yesterday they want my bank statement pdf in paper format.
And after that they don't reply.
Its already been more than 40 days.
Please help me.
Thank you.

Cassino em disputa Pin-up Casino

Motivo Problemas de verificação

Valor ₹189000

Discussão

AskGamblers

• Support Team

há 9 meses

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Sanket520

há 9 meses

Yes my account is verified and I received my withdrawal amount that I requested.
Thank you askgamblers and pinup.

AskGamblers

• Support Team

há 9 meses

Dear @Sanket520,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

Thanks in advance for your cooperation.

Pin-up Casino

• Representative

há 9 meses

Hello!

We see that you successfully completed the additional verification on September 1, 2025, at 12:51 GMT+3 and have already partially withdrawn funds from your balance. The most recent withdrawal request, submitted on September 2, 2025, at 13:08:10 GMT+3 for the amount of 50,000 INR, was successfully processed, and the funds were paid out to you. This confirms that you already have access to the funds and their use. Please confirm the resolution of the complaint.

Thank you for your cooperation!

Raio-X do Pin-up Casino

Resolvido 81 / 84

Valor médio $2,251

Duração média da reclamação 10 dias

Resposta média 1 dia

Pin-up Casino Reclamações

Veja todas as reclamações deste cassino

Deixaram o pais e nao pagaram

Eu moro no brasil e o site da PIN-UP operava normalmente no brasil! porem no começo do ano, somente os sites que tivessem a licença do governo poderiam operar no brasil, e a PIN-UP não obteve a licença, e assim foi embora do brasil, sem terminar minha verificação adicional que pediram, porem desde outubro eu ja tinha avisado eles da licença, eles falaram por email que os advogados estavam resolvendo o processo pra obter, porem deu a data e eles foram embora e não terminaram minha verificação, que ja estava a ser feita desde OUTUBRO! tiveram mais de dois meses para verificar todos os dados, eu enviei todos os documentos pedido, mesmo pedindo alguns documentos absurdo como comprovantes dos meu primeiros depósitos, sendo que ja tinha a conta a anos, cada vez que eu enviava um documento demoravam uma semana pra aprovarem e pediam outro, assim foi se passando os meses e no começo do ano falaram que não iriam mais continuar com o processo de verifiação, pois eles estavam saindo do brasil por não ter a licença, sendo que avisei eles desde de OUTUBRO dessa licença,e pra piorar quando eles pediram o primeiro documento eles não proibiram de jogar na conta, que era o que devia ser feito, pois ela estava em verificação, ai eu ganhei um bom dinheiro e bloquearam a conta no outro dia pra eu não poder mais jogar nem nada. No chat falam que eu tenho que esperar eles voltarem para o brasil pra continuar o processo de verificação, porem eu ja estou em outro pais e num pais onde eles operam normalmente, mas mesmo assim dizem que eu tenho que esperar eles obterem a licença, licença que nunca sai.
Resumindo tiveram 3 meses pra veirificar minha conta, enrolaram esses 3 meses, foram embora do brasil, não me pagaram! e provalvelmente não iram voltar ao brasil, ou seja o unico no prejuizo fui eu , tenho toda conversa e as datas salvas no email, desdo primeiro dia,tambem tenho print da tela dizendo que minha conta se encontra verificada, eu acho que uma casa que faz isso não é confiavel, pois sabendo dessa licença que entraria em vigor eles deveriam ter agilizado o processo de verificação e não foi o que fizeram e foram embora do pais devendo uma vergonha!
Eu quero um prazo de quando voltaram para o brasil, pois não tenho a vida toda pra esperar, e se não voltarem até o prazo dado quero o dinheiro de volta só isso que peço

Não resolvido

Conta passando por analise

Sempre joguei nele, porém nunca mais havia ganhado, por isso, deixei de jogar! Recebi um SMS informando que teria um bônus no casino e isso me chamou atenção para fazer um depósito, quando o fiz, o bônus não foi creditado e ao entrar em contato com o suporte me disseram que minha conta está passando por análise e que não teria um tempo médio para resolver a questão. Isso já fazem meses.

Não resolvido

R$25

Verificacao sem fim

Eu tenho uma conta verificada no Pin-Up com ID 12460948

No dia 11/05/2023 Pin-up me obrigou a passar por uma verificação adicional.

O bate-papo online deles não pode fornecer nenhuma informação sobre verificação nem mesmo o motivo. Eles apenas se comunicam por e-mail. Mas muito lento. Geralmente leva de 4 a 5 dias úteis para responder.

Enviei uma selfie solicitada, enviei extrato solicitado, enviei documentos, selfie segurando celular com documento e aplicativo aberto. (muito constrangedor)

E a cada e-mail é uma "verificação" diferente, o mais estranho é que se for fazer deposito não precisa da tal verificação adicional, agora para efetuar saque; Verificação. Sem ao menos explicar o motivo.

Outra situação é que eles tem todos os meus dados de cartão que usei para deposito e estão me pedindo extrato de um cartão virtual que não consigo fornecer no momento pois o banco não consegue me passar por ser um carão novo, encaminhei print da conversa com o atendente do banco com todas as informações, mas encaminhei extrato que consta claramente transações com a plataforma Pin-UP.

Não resolvido

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.

Resolvido

₹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.

Resolvido

₹75,000

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.

Rejeitado

$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.

Resolvido

₹5,000

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.

Resolvido

₹20,000

50000 withdrawal delayed

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.

Resolvido

₹50,000

Pin Up Demands Impossible Verification and Withholds Balance_Verified Account Blocked

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 >

Resolvido

$1,740