Pin-Up Casino - La verifica del giocatore è ritardata.

I've been waiting for 11 days and nothing has been verified. I already sent the bank statements and verified the questions and nothing.

Llevo 11 días esperando y nada que me verifican ya mandé los extractos del banco y hize la verificación de las preguntas y nada

Dear sebassebasmora,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I already sent them my bank statements and my documents like my ID card and then they made a verification video call asking me a question 12 days ago and their response, according to them, is in 5 days maximum.

Ya les pase mis extractos bancarios y mis documentos como carnet de identidad y después me hicieron una videollamada de verificación haciendo me pregunta hace 12 días ya y su respuesta según ellos es en 5 días maximo

Thanks for the explanation.

• Have you been informed regarding the video verification result since your last post?
• Could you please share any relevant chain of communication between you and the casino support discussing the verification of your account, so we may review it?

Send emails or chat transcripts to my email at [email protected], or post screenshots here

Dear sebassebasmora,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru