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I have a problem with the casino withdrawal. This is my second withdrawal at the casino, but the casino has again requested documents for verification. I sent my documents, but the casino is not responding to my emails and I still cannot withdraw.

Ich habe ein Problem mit der Auszahlung im Casino. Das ist schon meine zweite Auszahlung im Casino, aber das Casino hat schon wieder Dokumente für die Verifizierung angefordert. Ich habe meine Dokumente geschickt, aber Casino reagiert nicht auf meine Emails und ich kann immer noch nicht auszahlen.

Dear Hanuman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously, and have you accumulated your winnings with or without an active bonus?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I received the last email from the casino regarding the documents in March. So that has taken a lot, much longer. The email said "We inform you that according to clause 6.7 of the User Agreement, you need to go through additional verification of your account." I haven't changed anything, everything was the same. I collected my winnings with an active bonus and my first successful payout was in January.

Die letzte Email vom Casino bezüglich der Dokumente habe ich noch im März erhalten. Das hat also schon viel viel länger gedauert. Da stand in der Email was von "We inform you that according to clause 6.7 of the User Agreement, you need to go through additional verification of your account." Ich habe nichts geändert alles war gleich. Meine Gewinne habe ich mit aktiven Bonus gesammelt und meine erste erfolgreiche Auszahlung war in Januar.

Thank you, Hanuman, for your reply. Do I understand correctly that the additional verification has been requested back in March?

Even earlier. Immediately after the second payout. First I had to send a selfie and then my proof of address. After I sent my proof of address, there were no more emails from the casino and I was still unable to withdraw.

Noch früher. Gleich nach der zweiten Auszahlung. Zuerst musste ich ein Selfie schicken und danach noch meinen Adressnachweis. Nachdem ich meinen Adressnachweis geschickt gab es keine Emails vom Casino mehr und ich konnte trotzdem nicht auszahlen.

Thank you very much, Hanuman, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Hanuman,

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?

Dear Hanuman,

We will reply to you as soon as possible. Please wait and don't worry!

Thanks for waiting, Hanuman, you will receive a reply by mail as soon as possible. The letter will contain instructions from our specialists on the additional verification procedure.

Dear Hanuman,

did you receive the mentioned email? Did you manage to pass the additional verification?

The casino requested a copy of the carrier contract and I have a prepaid number. I'm just thinking about what I can do there.

Das Casino hat eine Kopie des Vertrags mit dem Mobilfunkanbieter angefordert und ich habe eine Prepaid Nummer. Ich überlege mir grad was ich da machen kann.

Greetings Hanuman!

Please send all specified documents which were mentioned in a letter.

After that please wait for reply from responsible department. It may take up to 5 business days.

Dear Pin-up Casino,

can you please explain why are you asking career contract from the player?

The document was requested as part of the verification of the client's ownership of the data specified in the profile on the site. Directly requesting a contract will confirm that the customer's phone number specified in the profile belongs to the account owner.

Dear Casino,

I realized that the translation of the player's answer into the English version wasn't correct, that's why I asked why you've asked "career contract". The Player mentioned that he has a prepaid number and that's probably why he is not able to provide "Mobilfunkanbieter angefordert". I would like to ask you to consider another form of verification, for example, a phone call or something else.

Thank you for understanding.

It is necessary for the client to describe this situation in the letter. Because communication on this issue goes by mail.

All this information you need to provide in a letter to the mail. Thank you for understanding.

Yes, of couse. I've already done that too.

Ja, sicher. Das habe ich auch schon gemacht.

OK, thanks. Expect a reply to your mail.

Dear Pin-up Casino,

inform us about progress, please.

Wait for a response from the responsible department. It may take up to 5 business days.

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’.

Greetings Hanuman!

Have you received a letter to your mail?

Yes, I have. I have already sent you the requested document.

Ja, hab ich. Habe Ihnen schon das angeforderte Dokument geschickt. 

Greetings Hanuman!

Great, now we need to wait for a response from the responsible department. It may take up to 5 business days. Hope for understanding.

Greetings Hanuman!

You should get a letter from us with the further instruction. Have you any additional questions about the procedure?

Dear Hanuman,

inform me about mentioned received letter and about your progress, please.

The casino has requested additional information and I have just replied to the email.

Das Casino hat zusãtzliche Informationen angerordert und ich habe grad auf die Email geantwotet.

Greetings Hanuman!

Great, now we need to wait for a response from the responsible department. It may take up to 5 business days. Hope for understanding.

Hello, Hanuman!

We want to congratulate you with successful passing of additional verification of your account. Check your mail, there should be sent letter from us with confirmation.

Wish you big wins and a good game.

If you will have any other questions, we will be glad to help you.

Dear Hanuman,

try to withdraw your winnings and let me know when you'll receive them, please.

Yes i will.

Ja, das mach ich.

Unfortunately my withdrawal was canceled. I've tried bitcoin and ecopayz. Where is the problem?

Leider wurde meine Auszahlung storniert. Ich habe mit bitcoin und ecopayz versucht. Wo liegt das Problem?

You deposited €200. You need to place bets for €200, and then you can withdraw money.

If you do not want to make a turnover, you can withdraw it with a commission.

Greetings, Hanuman!

Please recreate your request for withdrawal. If your request will be decline again, please, inform us, and we will check everything.

It didn't work again, please check.

Es hat schon wieder nicht funktioniert, ûberprûfen Sie das bitte.

Hey, Hanuman!

Yes, unfortunately we can see that the last request was canceled.

Create a new application and immediately write to us so that we check the information.

I made the payout again.

Ich habe die Auszahlung nochmals getätigt.

Hey, Hanuman!

Great, if you have difficulties, try to withdraw to the following methods: Piastrix, WebMoney WMZ, Neteller, Skrill, Perfect Money, MuchBetter. Or write to the support chat on the site, the operators will tell you what to do.

This time it worked and I received the money.

Diesmal hat es geklappt und ich habe das Geld erhalten.

Fine! We are glad that everything worked out for you 🙂 If you have any other questions - write to us, we will help

Dear Hanuman,

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