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Hi ▇▇▇▇▇▇▇▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.
Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

Hello,


You can use jmac18 for my user name. I will forward you the emails and documents I sent to them.



Thank you,

Request #8600 "Fw: Additional verification ID 5..." was closed and merged into this request. Last comment in request #8600:
Dear Casino Reviews Team,
I am following up on my complaint regarding Pin-Up Casino to provide additional documentation. Since my initial submission, Pin-Up has requested further verification, which I have now complied with.

I have submitted my bank statement showing deposits to Pin-Up.
Additionally, I have provided screenshots of my e-transfer transaction details, as the statement itself does not list recipient names.

Despite meeting all verification requirements, Pin-Up continues to delay processing my withdrawal. I would like to update my complaint with these new details so that my case is accurately represented.
Please confirm that my additional evidence has been received and that my complaint remains active. Let me know if any further information is required.
Best regards,
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Player ID: ▇▇▇▇▇▇▇▇
----- Forwarded Message -----
From: support int support-int@pin-up.support
To:"▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Sent: Wednesday, February 26, 2025 at 05:43:12 a.m. MST
Subject: Re: Additional verification ID 57450438
Hello ▇▇▇▇▇▇▇,
Thank you for the provided document.
To continue with the verification procedure, please attach a copy of your bank statement, a proof of your card transactions, or a screenshot of the transaction history of the e-wallet you used to make the payment on PIN-UP. This document is requested as part of the verification of your compliance with paragraphs 6.1.1 and 6.3 of the User Agreement.
Please note that documents during additional verification may be processed within 5 days from the date of receipt. Sometimes, deadlines may be extended.
Thank you!
Sincerely,
PIN-UP Support
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
El mar, 11 feb 2025 a la(s) 2:32 a.m., support int (support-int@pin-up.support) escribió:

Hello,▇▇▇▇▇▇▇▇▇
To proceed with the additional verification process, we need you to attach a scan of your utility bill (electricity, water, or gas) to this email thread. This document is required to verify your compliance with paragraph 5.3 of the User Agreement. The bill must be dated no more than 60 days prior to the receipt of this request.
Please note that processing of documents during the additional verification may take up to 5 days from receipt. In some cases, deadlines may be extended.
Thank you for your cooperation!
Best regards,
PIN-UP Support
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
El dom, 9 feb 2025 a la(s) 3:34 a.m., support int (support-int@pin-up.support) escribió:

Hello,  ▇▇▇▇▇▇▇,
We are reaching out to you again regarding the additional verification required for your account, as outlined in Clause 6.7 of our User Agreement. The verification was not completed in the previous attempt, so we need you to complete the process again to ensure the security and integrity of your account.
Important details:

You will have only one attempt to complete the verification process. It is crucial that you answer all questions correctly during the video.
If you encounter any technical issues, please send us a video or a screenshot of the error.
Each question will have a timer, and once the time expires, it will automatically move to the next question. Please respond clearly and quickly.
Only the account holder should appear in the video. The presence of anyone else may invalidate the process.

To start the verification, please use the following link: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Important: The link does not work on Safari browser.
For greater convenience, the video verification can be done in your native language.
Best regards,
PIN-UP Support
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
El mié, 5 feb 2025 a la(s) 7:15 p.m., support int (support-int@pin-up.support) escribió:

Hello,  ▇▇▇▇▇▇▇,
We are reaching out to you again regarding the additional verification required for your account, as outlined in Clause 6.7 of our User Agreement. The verification was not completed in the previous attempt, so we need you to complete the process again to ensure the security and integrity of your account.
Important details:

You will have only one attempt to complete the verification process. It is crucial that you answer all questions correctly during the video.
If you encounter any technical issues, please send us a video or a screenshot of the error.
Each question will have a timer, and once the time expires, it will automatically move to the next question. Please respond clearly and quickly.
Only the account holder should appear in the video. The presence of anyone else may invalidate the process.

To start the verification, please use the following link: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Important: The link does not work on Safari browser.
For greater convenience, the video verification can be done in your native language.
Best regards,
PIN-UP Support
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
El lun, 3 feb 2025 a la(s) 12:03 p.m., support int (support-int@pin-up.support) escribió:

Hello, ▇▇▇▇▇▇▇!
As stipulated in clause 6.7 of our User Agreement, it is necessary to complete an additional verification to ensure the security and integrity of your account. This procedure is essential to maintaining a safe and reliable environment for all our users.
To begin the verification, you will need to undergo a video verification.
Attention:

You will have only one attempt to complete the verification process by correctly answering the questions asked during the video.
If you encounter any technical issues, you must send us a video or screenshot of the error.
A timer will be set for each question, and after the time expires, the next question will automatically appear. Therefore, it’s important to answer clearly and quickly.
Only the account holder should appear in the video. Anyone else in the frame may invalidate the process.

To start the process, follow this link: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Important: The link is not available on Safari browser!
Best regards,
PIN-UP Support
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

Hello, I have submitted all information. Is there anything else you need me to provide?

Hi ▇▇▇▇▇▇▇▇▇▇▇▇▇,

Thanks for your submission. We'll review it shortly and get back to you with the appropriate next steps.

CasinoReviews.com Complaints Team

Request #8624 "Fwd: Additional verification ID ..." was closed and merged into this request. Last comment in request #8624:
Please see latest update. Thank you
Begin forwarded message:

From: PIN-UP Support LATAM support-int@pin-up.support
Date: March 6, 2025 at 8:43:19 AM MST
To: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Subject: Re: Re: Additional verification ID 57450438
Reply-To: PIN-UP Support LATAM support-int@pin-up.support
﻿
Greetings!
You have contacted PIN-UP technical support. We value your request and appreciate your patience!
Your request is pending with a specialized department. The request can be processed within 5 days from the date of receipt, excluding weekends and holidays. We also inform you that sometimes the deadlines can be extended.
Sincerely,
PIN-UP Support
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

On Thu, 6 Mar at 5:35 PM , ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ wrote:
Dear Pin-Up Support Team,
I am following up regarding the verification details I provided in my previous email. As of today, I have not received confirmation of receipt or an update on the status of my verification.
I have complied fully with every request throughout this month-long verification process. I now expect a clear response confirming that my verification is complete and that my withdrawal request will be processed without further delay.
Sincerely,
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Player ID: ▇▇▇▇▇▇▇▇

On Mar 4, 2025, at 2:24 PM, PIN-UP Support LATAM support-int@pin-up.support wrote:

﻿
Greetings!
You have contacted PIN-UP technical support. We value your request and appreciate your patience!
Your request is pending with a specialized department. The request can be processed within 5 days from the date of receipt, excluding weekends and holidays. We also inform you that sometimes the deadlines can be extended.
Sincerely,
PIN-UP Support
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

On Tue, 4 Mar at 11:08 PM , ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇wrote:
Hello Pin-Up Support Team,
I am providing the requested details for the verification process. Please find below the specific information regarding my device and network access:
a) Device Used to Access the PIN-UP Website

Device Name: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Model: Custom-built PC
Operating System: Windows 11 Pro (64-bit)
Processor: Intel(R) Core(TM) i7-8700K CPU @ 3.70GHz
Installed RAM: 32.0 GB
System Type: 64-bit Operating System, x64-based processor
Primary Use: Home desktop (only device used for playing)

b) Communication Provider, IP Address, and City

Internet Provider: Shaw Communications Inc.
IP Address: ▇▇▇▇▇▇▇▇▇▇▇▇ (Most recent recorded)
Hostname: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
ASN: ▇▇▇▇
City: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

I have only accessed my account from my home computer in ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ and have never used a VPN, proxy, or any other method to alter my connection details.
I have now provided all the requested information and expect this verification process to be finalized without further delays. Please confirm receipt and provide an update on when my withdrawal request will be processed.
Sincerely,
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Player ID: ▇▇▇▇▇▇▇▇

On Tuesday, March 4, 2025 at 12:04:08 p.m. MST, PIN-UP Support LATAM support-int@pin-up.support wrote:
Dear ▇▇▇▇▇▇▇,
Thank you for the documents provided.
To complete the verification process, we kindly ask that you provide detailed responses to the following questions:
a) From which devices have you accessed the PIN-UP website? Please include the name, device model, and operating system version.
b) What are the names of all communication providers, IP addresses, and cities from which you have accessed the PIN-UP site?
Please note that during the additional verification process, the documents may take up to 5 days to be processed from the date of their receipt. In some cases, this period may be extended.
Thank you for your cooperation.
Sincerely,
PIN-UP Support
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇





18645:3701395

Pin-Up has verified my account and has processed my withdrawal. I appreciate your help with this matter and it is now considered closed.


Thank you,

**▇▇▇▇▇▇▇▇▇▇▇▇**

_▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇_
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
▇▇▇▇▇▇▇▇▇▇▇▇

 ![Facebook](https://s3.amazonaws.com/smartemail/facebook.png) ![Twitter](https://s3.amazonaws.com/smartemail/twitter.png) ![LinkedIn](https://s3.amazonaws.com/smartemail/linkedin.png)

Hi jmac18,

Thank you for letting us know. It's much appreciated.

CasinoReviews.com Complaints Team

The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

I am submitting this complaint because Pin-Up Casino is intentionally delaying my withdrawal using bad-faith verification requests and unreasonable KYC demands.

Despite verifying my identity multiple times, they continue to block my withdrawal without valid justification. They have:

- Approved my ID verification on February 2 but then rejected my withdrawal later that night.
- Requested video verifications three separate times, claiming I failed each one for arbitrary reasons.
- Asked for a utility bill, which I provided, but then accepted my bank statement as verification instead.
- Then demanded a phone contract, even though my number was incomplete at registration and no contract exists.
- When I provided a phone bill proving ownership, they ignored it and repeated the same request.

This pattern of stalling tactics suggests they have no real intent to process my withdrawal.

### **Key Facts & Supporting Evidence**

1. I verified my ID before requesting a withdrawal.
  - On February 2, I passed standard KYC verification.
  - Hours later, my withdrawal request was denied, and I was told to contact support.
2. They repeatedly failed me on video verification despite no clear reason.
  - My first video verification was rejected on February 5.
  - My second video verification was rejected on February 8.
  - My third video verification was rejected on February 9.
3. They changed their KYC requirements multiple times.
  - After my video verification, they demanded a utility bill, which I provided.
  - Then, they demanded a phone contract, despite knowing that I do not have one.
  - When I provided my phone bill, which includes my phone number, home address, and business name, they ignored it and repeated the phone contract request again.
4. Their own system allowed me to register with an incomplete phone number.
  - My phone number was missing a digit at registration, which means it was never properly verified.
  - Their own support admitted in chat that phone verification was not required at sign-up.
5. They previously accepted an alternative verification method, then ignored it.
  - On February 16, Pin-Up support told me I could provide a screenshot of my mobile app or recharge history instead of a contract.
  - I submitted my phone bill instead, which should have satisfied their request.
  - Instead of reviewing it, they repeated the same request for a non-existent document.

### **What I Am Requesting**

1. Immediate approval of my withdrawal.
2. A final resolution to my account verification, as I have already provided more than enough evidence.
3. A formal explanation from Pin-Up regarding why they are repeatedly delaying my funds.

If Pin-Up Casino refuses to process my withdrawal, I believe they are intentionally obstructing access to player funds under false pretenses. I would appreciate CasinoReviews' assistance in resolving this issue.

Pin-Up Casino – Unfair Withholding of Funds

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