Reclamação #64 Pin-up Casino

Not giving Withdrawal of 15000 INR

Por Ansh77

há 3 anos

Sir, even after 4 days amount not credited in my account.

I have request to pinup agent to share transaction details under TS-442705 ..but they don't have any information

Every time they extended new timeline. And saying delay from third party Payment system side. Waiting for their reply.

But when they reply don't know.

Kind request , please help me release my withdrawal asap from pin-up.

When I ask pin-up to share transaction details when they credit, date and time through which bank, they don't have any answer.

Best regards

Cassino em disputa Pin-up Casino

Motivo Pagamento atrasado

Valor ₹15000

Discussão

AskGamblers

• Support Team

há 3 anos

Dear all,

Following an email confirmation from the complaint's submitter, 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.

Pin-up Casino

• Representative

há 3 anos

Alas, no, 72 hours must be expected from the moment the task was created. We hope for your understanding and patience, as well as for a speedy resolution of the issue.

Ansh77

há 3 anos

I think I have created the withdrawal on 25 of September at GMT+5:30. 05:57 AM
So 48 Hours from then is 05:57 AM of 27 September
And 72 hours would be 05:57 AM of 28 September

Pin-up Casino

• Representative

há 3 anos

Hello!
The fact is that according to the regulations, payments by choosed method can be processed up to 48 hours, but if there is a delay, our specialists solve such issues on an individual basis. Standard turnaround time for tasks is around 72 hours. The payout was created on 2022-09-25 03:27:07 GMT+3 and the task was created on 2022-09-27 05:11 GMT+3. The standard deadlines for solving problems have not yet been exhausted, and you were informed about such deadlines in the chat. Please wait for the problem to be solved and the payment will be credited to the balance

Raio-X do Pin-up Casino

Resolvido 81 / 84

Valor médio $2,251

Duração média da reclamação 10 dias

Resposta média 1 dia

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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.

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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.

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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.

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