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Casino is cheating with verification, requesting different documents all the time.

On the last email, they request proof of address, a photo of National Passport with the stamp in it, which proof the residency with the address.

The problem here is that I sent this to them in the previous email, 6 days ago, they just doesn't want to see it.

Looks like they doesn't want to pay, and cheat with verification.

Dear mkvkostiantyn,

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 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? Were your winnings accumulated with or without an active bonus, please?

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

Thank you for your reply.

Yes, I understand the importance of KYC, but the case is that my account was verified before, and there were no issues to withdraw. But as far as I won a little bit more than I deposited they applied additional verification to my account and trying to prolong it.

First they required selfie with a document and casino page opened on the screen. I sent it right away, and after 5 days they asked for a new one, and I sent again.

in 5 days they asked for a proof of address, I sent them 3 documents including passport page with the registration stamp.

guess what, in 6 days they asked me for a passport page with the registration stamp….

now they just did not reply to my emails

looks like they just doesn’t want to pay at all

Thank you very much, mkvkostiantyn, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.  

Dear mkvkostiantyn,

I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will contact the casino.

I'd like to invite Pin Up Casino UA to join this conversation and participate in the investigation.

Dear Pin Up Casino UA,

Could you please provide us with any reason for the delay in completing the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Stefan

We would like to ask the 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’.

Hello!

The additional verification procedure is carried out to ensure the security of your account. If the data you specified match the real ones, then you can easily go through it and eventually withdraw money. Such is the regulation in this case that a standard response takes up to 5 business days. As we can see, the last request from you was received less than the deadline established by the regulations, so please wait for a response from the specialists. If you have any questions, please write to us either in this discussion or through the mail through which you are go checking

Dear Pin Up Casino UA,

Thank you for the provided information.

What is the current status of the player's ongoing KYC procedure?

I am looking forward to your answer.

Kind regards,

Stefan

At the moment, the last response of the client is under consideration and in the coming days the client will receive a response by mail. Additional KYC in progress

Dear Pin Up Casino UA,

Is there any problem with the player's verification? Why is the KYC procedure taking so long, and when can the player expect the payment?

I am looking forward to your answer.

Kind regards,

Stefan

Hello!

Everything is fine with KYC. We are currently reviewing the client's last request and will send him a response in this regard via email

The fact is that the client is undergoing an additional verification procedure and it can take about 30 days according to the rules of the user agreement

Dear Pin Up Casino UA,

Thank you for the provided information.

Could you please come back and respond to this complaint once the player passes the verification? Thank you very much in advance.

Kind regards,

Stefan

Hello!

The fact is that at the moment the following necessary request was sent to the client and we are waiting for a response on it

As soon as the procedure is completed, we will definitely notify the client by mail and duplicate this information in this discussion

Dear Mr, Stefan,

Yes casino sent me an email, stating that in order to proceed verification I need to fill all my profile with actual data.

Going to my profile tab, I see that there are missing two things:

• my tax number is not verified
• my residence address is not saved

I would gladly update this information but:

• it is not possible to upload a photo of my tax number, I tried both```````: desktop version and mobile phone.
• while adding my address, there is not "save" "update" or "change" button, so it's not possible to update anything.

Funny thing that I asked support agent to help me with uploading document, and they stated that that my tax number was already verified, and the information stated on the web-site about not verified tax number is not correct. Also support was not able to help with updating the profile information (my residence address), and forwarded the request to their tech support.

I'm attaching some screen shots just for your information.

I also forwarded this issue to casino by email, and, of course, did not get reply...

Dear mkvkostiantyn,

Thank you for the provided information. Do you have any news regarding your verification process? I am looking forward to your answer.

Dear Pin Up Casino UA,

Could you please give us an update on the player's account verification?

Thank you in advance.

Kind regards,

Stefan

Hello there,

The client has already been verified. No difficulties should arise.

Can we be of any more help?

Dear Stefan,

Yes I want to confirm that casino finally verified my account and allowed me to withdraw.

Thank you and CasinoGuru for assisting me in this case.

wish you all the best!

Dear mkvkostiantyn,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan