Pin-Up Casino - Der Spieler hat Mühe, sich zu verifizieren.

Hi!

I joined PinUp a short time ago. I made some bets, nice odds, all right. As soon as I signed up for PinUp, I verified my account with my ID, proof of address and selfie holding the document.

I made some bets and after a few weeks I requested a withdrawal of 100 BRL to my Pay4fun account. All right. I received it correctly.

On the 10th of November 2021, I requested a withdrawal in the amount of 932.00 Brl and, to my surprise, it was not authorized. I contacted the chat and was informed that I would have to send additional documents. All good!

The following documents were requested by email:

. copy of my identity

. Selfie with my ID in hand

. Selfie with my identity and my PinUp account screen in the background

. Model my phone that the photos were taken

. Latitude and Longitude where the photos were taken

. Date and Time the photos were taken

Although I have never seen these requests, send them all and, after two days, they have been accepted. However, they asked me for a new document: my electricity bill from my home. Submit the document and it was also accepted. However, now I've been asked for a copy of my mobile operator's contract, registered with PinUp. I found this absurd, because I don't see any sense and it is something confidential, however, I sent a copy of the contract, with my number registered with the Operator with my signature.

My complaint is:

For me, it's clear and evident that they don't want me

pay. Asking me for absurd and unimportant documents to make a payment.

It's the famous: They're rolling! Well, they have no reason or anything to say for not making the payment.

From what I see here at Casino Guru, there are already other complaints about the same practice with other users.

I would appreciate your help.

932.00 Brl, for me, is a lot of money.

I appreciate the help in advance.

Olá!

Eu me cadastrei na PinUp há pouco tempo. Fiz alguma apostas, odds legais, tudo certo. Logo que me cadastrei na PinUp, eu verifiquei a minha conta com a minha identidade, comprovante de endereço e selfie segurando o documento.

Fiz algumas apostas e, após algumas semanas, solicitei um saque de 100 BRL para a minha conta Pay4fun. Tudo certo. Recebi corretamente.

No dia 10 de Novembro de 2021, eu solicitei um saque no valor de 932,00 Brl e, para a minha surpresa, não foi autorizado. Entrei em contato com o chat e me informaram que eu teria que enviar documentos adicionais. Tudo bem!

Foi solicitado por email os seguintes documentos:

. Cópia da minha identidade

. Selfie com minha identidade em mãos

. Selfie com minha identidade e ao fundo a tela da minha conta na PinUp

. Modelo meu telefone que foi tirada as fotos

. Latitude e Longitude de onde foi tirada as fotos

. Data e Hora que as fotos foram tiradas

Embora nunca tenha visto esses pedidos, enviem todos e, depois de dois dias, foram aceitos. Porém, me solicitaram um novo documento: minha conta de Luz da minha residência. Envie o documento e também foi aceito. Porém, agora me solicitaram uma cópia do contrato da minha operadora de Celular, cadastrado na PinUp. Achei isso um absurdo, pois, não vejo sentido algum e é algo sigiloso, porém, enviei a cópia do contrato, com meu número cadastrado junto á Operadora com a minha assinatura.

A minha reclamação é:

Para mim, está claro e evidente que não querem me

pagar. Me solicitando documentos absurdos e sem qualquer importância para efetuar um pagamento.

É o famoso: Estão enrolando! Pois, não têm motivo algum e nem o que dizer para não realizar o pagamento.

Pelo que vejo aqui no Casino Guru, já há outras reclamações sobre a mesma prática com outros usuários.

Gostaria muito da ajuda de vocês.

932,00 Brl, para mim, é dinheiro pra caramba.

Agradeço a ajuda desde já.

Hello rossiglauber,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward in the case.

Was this your first ever withdrawal request from the casino? Since when are you trying to verify yourself in the casino? What documents did the casino already requested? Did you send them all of it?

Please note that it is very common for the casino to ask all kinds of documents are you will be unable to complete the verification if you do not provide everything they request.

Looking forward to your answer and I hope we will be able to help you out with your issue.

Regards,

Nick

Hi!

I registered with PinUp on October 11, 2021. On the same day, I submitted my documents before making the first deposit. I sent my driver's license, proof of residency and selfie with my driver's license next to my face. In a matter of a few minutes, my account was verified.

I made some bets and on the 3rd of November 2021 I requested a withdrawal of 100 BRL to my Pay4fun account (same deposit method). I received this payment of 100 BRL, in 24h. I continued making some bets and on November 10, 2021, I requested a withdrawal of 932 BRL to my Pay4fun account, it was on this day that all my torment began. The withdrawal was not accepted, I was asked to contact the chat, where I was told that I had to go through additional verification.

The following documents were requested by email:

. copy of my identity

. Selfie with my ID in hand

. Selfie with my identity and my PinUp account screen in the background

. Model my phone that the photos were taken

. Latitude and Longitude where the photos were taken

. Date and Time the photos were taken

In two days, they accepted these documents above. But they asked for more documents. This time, they asked for proof of residence (my electricity bill). I submitted and it was also accepted.

However, I was asked for a new document, the Copy of the mobile operator's contract of the indicated number registered in PinUp. I, although I think it's completely absurd to request this document, as I don't see any apparent or necessary reason to send a payment, a confidential document, even so, I sent it.

In other words, they are accepting the documents I send, but they are absurd documents. It is clear and evident that they do not want to make the payment and are stalling the customer, asking for unimportant documents.

Thank you for your help!

Olá!

Eu me registrei na PinUp no dia 11 de Outubro de 2021. No mesmo dia, eu enviei os meus documentos antes de fazer o primeiro depósito. Eu enviei minha carteira de motorista, comprovante de residencia e selfie com minha carteira de motorista ao lado do meu rosto. Em questão de poucos minutos, a minha conta foi verificada.

Fiz algumas apostas e no dia 03 de novembro de 2021, eu solicitei um saque no valor de 100 BRL, para a minha conta Pay4fun (mesmo método de depósito). Eu recebi este pagamento de 100 BRL, em 24h. Continuei fazendo algumas apostas e no dia 10 de novembro de 2021, eu solicitei um saque de 932 BRL, para a minha conta Pay4fun, foi neste dia que começou todo o meu tormento. O saque nao foi aceito, pediram para eu entrar em contato com o chat, onde foi me dito que eu tinha que passar por verificaçao adicional.

Foi solicitado por email os seguintes documentos:

. Cópia da minha identidade

. Selfie com minha identidade em mãos

. Selfie com minha identidade e ao fundo a tela da minha conta na PinUp

. Modelo meu telefone que foi tirada as fotos

. Latitude e Longitude de onde foi tirada as fotos

. Data e Hora que as fotos foram tiradas

Em dois dias, aceitaram estes documentos acima. Mas pediram mais documentos. Desta vez, pediram comprovante de residencia (minha conta de luz). Eu enviei e também foi aceito.

Porém, me pediram um novo documento, a Cópia do contrato da operadora de telefonia móvel do número indicado cadastrado na PinUp. Eu, embora ache um completo absurdo solicitar este documento, pois nao vejo qualquer motivo aparente e nem necessário para enviar um pagamento, um documento sigiloso, mesmo assim, eu enviei.

Ou seja, estão aceitando os documentos que eu envio, mas são documentos absurdos. É claro e evidente que não querem realizar o pagamento e ficam enrolando o cliente, solicitado documentos sem importancia.

Obrigado pela ajuda!

Dear rossiglauber,

Unfortunately, the casino can ask for multiple documents. Everything that can be connected to the payments made to a casino can be asked to provide as document so you can prove that it was you who made the transaction with your own funds. This works the same in almost every casino, where some of them ask for less some of them for more. This is not something that we can do anything with as it is a fair policy of the casino.

Is there anything else we can help you with?

Hi!

I understand that they can ask for several documents, but they don't answer me anymore. They demand documents, I send them the documents and they stopped answering me.

That's a clear demonstration that they don't want to pay the customer, don't you think?

Olá!

Entendo que podem pedir vários documentos, mas eles não me respondem mais. Exigem documentos, eu envio os documentos e ele pararam de me responder.

Isso é uma clara demonstração que não querem pagar o cliente, não acha?

Hello rossiglauber,

From our experience collected in other complaints, I would say it is completely normal behavior of the casino. If they would answer to every single e-mail every time someone writes them, they wouldn't even have time to do anything else. When did you send the last document they requested?

Dear rossiglauber,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Greetings rossiglauber!

The reply to mail, after sending all requested documents, may take up to 5 business days. Please, wait for the answer. If there past more than 5 business days, since you have sent documents, inform us, and we will find out the information.

Hi! Sorry for the delay in replying, I was sick and had to go away for a few days.

Come on:

I sent all the documents requested and, despite the delay in responding by email, it seems to be evolving. Today, Friday (03/12/2021), completes 5 working days since I sent the email with the requested information. I'm waiting for the Pin-Up response in my email so we can complete the full verification of my account.

Thank you!

Olá! Desculpe a demora para responder, eu estava doente e precisei me ausentar por alguns dias.

Vamos lá:

Enviei todos os documentos solicitados e, apesar da demora nas respostas por email, parece que está evoluindo. Hoje, sexta-feira (03/12/2021), completa 5 dias úteis desde que enviei o email com as informações solicitadas. Estou aguardando a resposta da Pin-Up em meu email para finalizarmos a verificação completa da minha conta.

Muito Obrigado!

Hello rossiglauber!

Please wait for the response, if you have sent the letter this week, than answer will next week, after weekends, because responsible department check out all letters during business days. You definitely will get the answer. If there won't be a reply next week, please, inform us. And we will get more information regarding your issue. Thank you for understanding, and waiting for your reply.

Hi!

On 11/28/2021, I received an email from Pin-Up requesting confirmation of the IP number used in my account, provider name and device model used. On the same day 11/28/2021 I replied to the email with all the requested information. In other words, today is 12/04/2021, 5 working days have passed and no one has responded.

See my email sent on 11/28/2021, please.

I'm waiting.

Thanks!

Olá!

No dia 28/11/2021, eu recebi um email da Pin-Up solicitando a confirmação do número de IP usado em minha conta, nome do provedor e modelo do dispositivo usado. No mesmo dia 28/11/2021 eu respondi o email com todas as informações solicitadas. Ou seja, hoje é dia 04/12/2021, já se passou 5 dias úteis e ninguém me respondeu. 

Veja o meu email enviado no dia 28/11/2021, por gentileza. 

Estou aguardando.

Obrigado!

Hello rossiglauber!

You will receive a reply by mail as soon as possible, indicating the next steps.

Thank you for your understanding and patience.

Dear rossiglauber,

Inform us once you receive the reply from the casino and let us know what is needed to complete the verification.

Hi!

I haven't received a Pin-Up feedback yet.

The last request was to inform the IP number, device model and name of the internet provider used in the Pin-Up. I sent this information on 11/28/2021.

Still waiting. When I get a Pin-Up feedback, I'll let you know.

Thanks for listening!

Olá!

Ainda não recebi um retorno da Pin-Up.

A última solicitação foi informar o número de IP, modelo do dispositivo e nome do provedor de internet usado na Pin-Up. Enviei estas informações no dia 28/11/2021.

Continuo aguardando. Quando eu receber um retorno da Pin-Up, vou avisar a você.

Obrigado pela atenção!

Good day!

Yesterday we sent you a reply by mail, please check your inbox.

If you do not see letters from us, try looking in the "Spam" folder.

Please check your mail now, we sent you a letter again.

The letter was sent to the mail that is indicated in the account, we could not send it to another person. Perhaps you have run out of free space in your mailbox?

I have a lot of space in my email. I'm even getting all email notification messages here at Forum Casino Guru. I have received more than 20 emails today, everything is normal. I have plenty of space in my email with no problems.

Tenho bastante espaço em meu email. Inclusive, estou recebendo todos os email de notificaçoes de mensagens aqui no Forum Casino Guru. Já recebi mais de 20 emails hoje, está tudo normal. Tenho bastante espaço em meu email sem problemas.

I sent, right now, a new email to verification@pin-up.team.

Check the email received.

Eu enviei, neste exato momento, um novo email para verification@pin-up.team.

Verifique o email recebido.

You don't need to send anything else. According to the latest information, the check has been completed and you can withdrawal 😉 You have already created a request, so just wait 🙂 Standard withdrawal times can be up to 24 hours, but in some situations they can be slightly increased.

Hi!

Finally I managed to approve my account and withdraw the money that is in my Pin-up account.

It's all solved.

Many thanks to the Casino Guru team and Pin-Up.

ola!

Finalmente eu consegui aprovar a minha conta e sacar o dinheiro que esta na minha conta Pin-up.

Está tudo resolvido.

Muito obrigado a equipe do Casino Guru e a Pin-Up.

Hi!

We are glad that you succeeded 🙂 If you have any difficulties, you can always contact the technical support chat on the site, or contact us on the forum if they cannot resolve your issue. We wish you a good mood! 😉

Thank you very much rossiglauber and Pin-up Casino for the cooperation in this case, I'm glad it could be resolved. The complaint will be now closed.

Please do not hesitate to contact us if you will come across any other trouble again in the future.

Best regards,

Nick

Casino.guru