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That was long time ago I played in casino with the bonus. After I won I wanted to withdraw and verify my account. I provided the documents that casino requested but there were some problems with the verification. Casino requested same document over and over again. Maybe you can help me to solve this situation.

Dear Gozina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Could you please advise which documents you provided and when exactly? Have you received any explanation clarifying what is wrong with your documents?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

I sent you my communication with the casino. Last document they requested was the contract with my mobile phone operator. I explaned that I have a prepaid SIM and provided a screenshot from my account where my phone number was visible but casino did not accept it.  

Thank you very much Gozina for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Gozina,

I looked at your complaint and will do my best to help you. I would like to invite Pin-up Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Helo! You have been asked several times to provide a recharge history because your line was prepaid. You need to submit the requested document, so you can continue the process and the account will be unlocked.

Yes, and I replied to you that I have a prepaid number and there is no option to get this information (recharge history). The functionality of my online account is very limited

But you can still see my phone number on the screnshot I provided to you.

Gozina,

Soon experts will consider this issue and provide an answer to the mail, please wait for a new letter.

Dear Casino,

keep us informed here, please.

Hello, Gozina! You need to contact your mobile operator and ask for the recharge history, they must provide it.

Dear Gozina,

follow the Casino's instructions and let us know about the outcome here, please.

I got one bill from my provider where you can see my number. I hope you can accept it as proof. I have sent it per email.

Now you need to wait for a response to the mail. The appropriate department will review the bill from the provider and provide you with a response.

Dear Casino,

inform us also here, please.

We would like to ask the Pin-up Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Gozina! We have sent a response to the email address you provided in your profile. Please check your mailbox

I have sent you the document you requested.

Dear Casino,

did you check the documents, please?

After checking the documents by the relevant department, the answer will be provided to the client by e-mail.

Inform us also here. Thanks.

Gozina, you should get the answer on mail with the information regarding your issue. If you hadn't got the mail, please, write to us.

Thank you. I have sent a reply to your email.

Excellent :)

Please wait for review

We would like to ask the Pin-up Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I received an email from casino that my account is verified now. I will try to withdraw.

Looking forward to your reply!

Dear Gozina,

let me know when you'll withdraw your winnings, please.

I have already received 3 withdrawals but my last withdrawal was rejected. I will try one more time

This time i received my last withdrawal. Thank you very much

Dear Gozina,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru