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Hello good afternoon, yesterday on Friday the 21-04-23 I registered at the PIN UP bookmaker

And I deposited 5 euros, and I got 6 euros of bonus so I started playing and I played and I won 67 euros, I made the withdrawal request via pix on Friday morning, and the money didn't fall, so I slept and on Saturday I canceled the withdrawal and played 7 euros more. Now Saturday the 22/04/23 I made the withdrawal request via.pix of 60 euros and none of my money dropped. I talked to the support and the attendant told me and screwed me up saying that I canceled yesterday's withdrawal, then I said yes I canceled today because I was scared by the withdrawal delay via pix that is super fast. So he said wait. I'm waiting and I would like to know where we go to report these casinos that take our deposit money, and when we win they don't want to pay.

Olá boa tarde, ontem na sexta feira dia 21-04-23 me cadastrei na casa de apostas PIN UP

E depositei 5 euros, e ganhei 6 euros de bônus então comecei a jogar e joguei e ganhei 67 euros, fiz o pedido de saque via pix na sexta pela madrugada, e o dinheiro não caiu, então dormi e no sábado cancelei o saque e joguei mais 7 euros. Agora sábado dia 22/04/23 fiz o pedido de saque via.pix de 60 euros e nada do meu dinheiro cair . Conversei com o suporte e o atendente me falou e me enrolou dizendo que eu cancelei o saque de ontem, aí eu disse sim cancelei hoje pois me assustei com a demora de saque via pix que et super rápido. Então ele disse mais espere .tá tô esperando e gostaria de saber aonde a gente vai pra denunciar esses casinos que tomam nosso dinheiro de Deposito, e quando a gente ganha não querem pagar.

Dear barbaragualberto85,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear barbaragualberto85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Today is 04/30/2023 and I came here to say that the PIN UP bookmaker did pay me.

I sent them an email and first asked them to verify me because I wasn't able to send my ID through the app and neither was the selfie holding my ID.

So I saw that in the application there about us, it has the Casino address and the email so I sent my documents there and they solved it.

Only after being verified did I manage to cash out. So when you sign up, check your account right away.

Hoje é 30/04/2023 e vim aqui pra dizer que a casa de aposta PIN UP me pagou sim.

Eu mandei e-mail pra eles e pedi primeiro pra eles me verificarem pois não estava conseguindo enviar meus documento de identidade pelo aplicativo e nem a selfie segurando a minha identidade.

Então vi que no aplicativo lá sobre nós, tem o endereço do Casino e o email então enviei meus documentos por lá e resolveram.

Só depois de ser verificada, que eu consegui sacar. Então gente quando se cadastrarem, verifiquem logo a conta de vcs .

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, barbaragualberto85, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru