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I have been robbing this casino for more than three years, this situation already happened three years ago, then this amount was 5000 dollars, they also did not allow me to withdraw funds, I had to go through verification, and then another verification, it did not work, I had to write a complaint. the issue was resolved ... funds were allowed to be withdrawn ... three years later the situation repeated itself, the account was verified three years ago, funds are not allowed to be withdrawn, the calls do not appear on the phone. It's very sad when you win something once every three years and you don't get an answer, I'm asking you to help solve this issue ... because it already looks like a scam

Я вже більше трьох років граб в цьому казино , така ситуація вже тряплалась три роки туму , тоді ця сума була 5000 доларів, вони також не давали виводити кошти , мені пришлось пройти верифікації, а потім ще повтрну верифікації, не діяло , пришлось писати скаргу , питання було вирешене ....кошти давало виводити ....через три роки ситуация повторилася , аквунт верификований ще три роки тому назад , кошти не дає вивести , на телефоні звинкі не видповидають . Дуже сумно від того коли раз в три роки щось виграв і тобі не відповідають , прошу вас допомогти вирішити це питання ... бо це вже схоже на лохотрон

Dear rimma2364,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Before that, I was allowed to withdraw when the amount was small.... the funds are debited from the account, but they are instantly returned. I started the account verification ... it's a shame that the casino is not behaving so well .... yesterday I made another withdrawal attempt, I was allowed to withdraw 20,000, but then the situation repeated itself

До того мені давало знімати , коли сума була маленька .... кошти з рахунку списуються але миттєвого повертаютя зворотньо . Верифікацію акаунту я пршла .... прикро що казино так не гарно поводить себе .... вчора зробила повторну попитку зняття , мені дало вивести 20000 , але потім ситація повторилась

Could you please clarify since what date you are waiting for the withdrawal? Were your winnings accumulated with or without an active bonus, please?

Without it, with 15.12.2022

Без него, с 15.12.2022

Thank you very much, rimma2364, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello rimma2364,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Pin Up Casino to join the conversation and participate in the resolution of this complaint.

Dear Pin Up Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Hello!

It is very important for us to understand this complexity.

Please specify your id, e-mail, or phone number, which are indicated in the game account, so that we can check the information.

Dear rimma2364,

Could you please provide the casino with the requested information? I will lock your comment so it won't be visible to the public.

Thank you.

Kind regards,

Tomas

Greetings.

We see that the last withdrawal requests created by you were indeed canceled by the system - at that moment there were technical difficulties with withdrawals to bank cards.

It is very unfortunate that you faced such difficulty. At the moment, the complexity is not relevant.

There are currently no funds on your account to test the success of the withdrawal, so the next time you withdraw, if you suddenly encounter a similar difficulty, we recommend that you immediately contact here or the support chat on the site in order to resolve the issue as quickly and efficiently as possible.

Приветствую.

Мы видим, что последние заявки на вывод средств, созданные Вами, действительно были отменены системой - в тот момент наблюдались технические трудности с выводами на банковские карты.

Очень жаль, что Вы столкнулись с такой трудностью. В данный же момент сложность не актуальна.

На Вашем аккаунте сейчас нет средств, чтобы протестировать успешность вывода средств, поэтому при следующем выводе, если Вы вдруг столкнетесь с подобной трудностью, рекомендуем сразу же обращаться сюда или в чат поддержки на сайте, чтобы максимально быстро и эффективно решить вопрос.

Thank you, Pin Up Casino UA, for updating us on the current situation.

Dear rimma2364,

Could you please confirm if you have indeed played your balance down to zero? If that is the case, you shouldn't have any pending withdrawals in question, correct?

Kind regards,

Tomas

Dear rimma2364,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions. Furthermore, based on the last casino's update, it seems as if the funds were played and lost before we could intervene.

The player can reopen this complaint anytime.