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A few days ago, I tried to verify my pin up account in order to make a withdrawal of my money. I've spent 4 days trying to verify it, only to be told that it couldn't be verified. As of yesterday, I was informed that my account could not be verified due to a duplicate document. I've spoken with technical support to see what's going on and they told me that there is another account using my data to impersonate me, and that they can't do anything about it because I need to provide them with the number and email of the other account, which I don't even know.

Hace unos días e querido verificar mi cuenta de pin up para poder hacer un retiro de mi dinero llevo 4 días intentando verificarlo me salía que no se podía verificar y el día de ayer me sale cuenta no verificación porque hay un duplicado de documento y e hablado con soporte técnico para ver que sucede y me dicen que hay otra cuenta con mis datos suplantando mi identidad y que no pueden hacer nada porque yo tengo que proporcionarles el número y email de la otra cuenta que yo ni siquiera se

Dear zepedauangie,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please list which documents you submitted for the purposes of verifying your account?

Could you please forward me the communication you received from the casino about the issue? My email is tomas@casino.guru

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

Best regards,

Tomas

I sent the photo of my ID on both sides since they asked me to verify the account and I did it and it came out that there was an error and several times I spoke with technical support to help me with that issue and they told me to try again and I did it until I got duplicate documents

Yo mandé la foto de mi DNI por ambos lados ya que para verificar la cuenta me lo pedían y yo lo hacía y salía que hubo un error y varías veces hablé con soporte técnico para que me ayude con ese tema me dicen que lo vuelva a intentar y lo hacía hasta que me salió duplicado de documentos

I checked the information you sent me.

Do I understand correctly you opened multiple accounts in the casino? Could you please explain why it was necessary for you to open multiple accounts?

I'll await your reply.

It's just that I haven't created other accounts, only I created one of the others, I don't know who created them.

Es que yo no e creado otras cuentas solo yo cree una las otras no se quién las creo

Could you please explain this?

Do I understand correctly you created multiple accounts in the casino?

Please let me know if I misunderstand the situation.

Of course, there I was telling technical support that, but as if I had not verified any other account because the one I was asking for help to verify could not be done because it said it had duplicated and that the other account had already used my data. to verify the account

Claro, yo ahí le estaba diciendo a soporte técnico que, pero como si yo no e verificado ninguna otra cuenta porque la que yo le pedía ayuda para que verifiquen no se podía porque decía que había duplicado y que la otra cuenta ya habían utilizado mis datos para poder verificar la cuenta

I am sorry but it doesn't matter whether you verified one of your accounts.

If you open multiple accounts in the casino fully aware you have other accounts in the casino we would consider such a situation as a clear breach of casino rules.

You should never create another account in the casino unless specifically allowed by the casino, because it leads to gaining an unfair advantage over other players and an unfair advantage over the casino in which case the casino might confiscate your winnings.

Please let me know if there is any information I overlooked, otherwise, I'll close the complaint as unjustified.

I'll await your response.

I have not created any other account, I only created one which I cannot verify because it appears that I have other accounts that are not mine and are with my data, impersonating my identity.

Yo no e creado ninguna otra cuenta yo solo cree una la cual no puedo verificar por el echo que sale que tengo otras cuentas que no son mías y están con mis datos suplantando mi identidad

Could you please explain if you accumulated your balance using bonus money?

No, but I have made 3 recharges of 20 soles on September 6

No pero yo e realizado 3 recargas de 20 soles el 6 de septiembre

Thank you very much, larinovaes, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello larinovaes,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite Pin-Up Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Pin-Up Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello

We apologize for not giving an answer quickly - we have taken this situation into account, we will provide comments in the near future

Hello

We checked everything - there was an error on our side, you really do not have a duplicate verified account. We apologize for the current situation, your account has been verified - you can withdraw funds

Dear larinovaes,

Can you please update us once you have made a withdrawal request? So, we can wait until you receive the payment and consider the case resolved afterwards.

Thank you.

Kind regards,

Tomas

OK thanks

If my account is already verified and I can withdraw funds

Ok gracias

Si ya está verificada mi cuenta y ya puedo retirar fondos

Dear larinovaes,

Can we consider the case resolved? Thank you.

Kind regards,

Tomas

Dear zepedauangie,

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.

Dear all,

As based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you, larinovaes, for using the Casino Guru complaint resolution centre. 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.

Best regards,

Tomas