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Hello, regarding Pinup Casino, I want to withdraw but the account is not verified. I sent a photo of the documents requested by the Casino, but so far no response, and my account is still unverified, not being able to withdraw. App does not send attached documents, upload error occurs, both on the cell phone and on the computer. Need help. I read in a complaint here, which was resolved on the same issue discussed here.

Olá, a respeito do Casino pinup, quero efetuar o saque, mas a conta não é verificada. Mandei foto de documentos requisitados pelo Casino, mas até agora nenhuma resposta, e minha conta ainda continua não verificada, não podendo efetuar saque. App não envia os documentos anexados, acontece erro de upload, tanto no celular, quanto no computador. Preciso de ajuda. Li em uma reclamação aqui, que foi resolvida sobre o mesmo assunto aqui discutido.

Dear brunohornet41,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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,

Petronela

Good Morning! Thank you for getting back to me, today I received an email that my account has been verified. Now I'm waiting for the withdrawal, which is under review.

Bom dia! Agradeço por retornar, hoje recebi e-mail que minha conta foi verificada. Agora estou aguardando o saque, que está em análise.

I just received this email.

Unfortunately, your request to withdraw funds in the amount of 701 BRL cannot be processed.

Go through the verification process and send a selfie showing your personal account on the side.

I understood nothing! If my account has already been verified. Why else?

Acabei de receber este e-mail.

Infelizmente, a sua solicitação para retirar os fundos na quantia de 701 BRL não pode ser processada.

Faça o processo de verificação e envie uma selfie mostrando a sua conta pessoal ao lado.

não entendi nada! Se minha conta já foi verificada. Porque mais isso?

Hi all

If the guru casino team does not mind, we will comment to resolve the situation as soon as possible 🙂

Dear Bruno, you need to email us to verification@pin-up.team one picture. The following should be visible on your picture:

- your face;

- the document you used for account verification (front side);

- screen of an electronic device with an open page of your Pin-Up Profile, Account ID should be clearly visible.

Also you need to attach to this email a detailed bank statements for the cards **3571 and **2448 which you used for deposit containing details on transactions from 29.11.2022 to 02.12.2022.

Please contact your bank support so they assist you to receive such documents. The statements must contain the card masked number (first 4 and last 4 digits).

Email subject: Consider the appeal.

Email body should containt your Account ID (you can find it in the Profile section).

The request will not be considered in case not all data is provided correctly.

Standard processing time is 5 business days. Sometimes the deadlines can be extended.

This needs to be provided as a little additional verification. Do not worry, if you can provide the necessary information, you will be able to withdrawal after the successful review of the letter by specialists

Thank you very much, Pin-up Casino team, for the clarification and assistance.

Dear brunohornet41,

Please provide the requested selfie and keep me informed about any further developments. Thank you in advance.

Dear brunohornet41,

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.

The player can reopen this complaint anytime.