Pin-Up Casino - O grande saque do jogador está atrasado devido à verificação.

I have a problem with this casino, I recently registered, deposited, played, won and was able to make several small withdrawals of 5000 and 10000 but now when I want to make a large withdrawal of 1066844 they tell me that I must go through a selfie photo verification because they need it and that is why my withdrawal was canceled to which of course I respond that if they needed that verification so I could withdraw they should not have let me withdraw anything, neither small nor large (talking about money) no, I find what they tell me ridiculous and I still send the selfie photo and they tell me that to see if it is good or bad I have to wait three days for them to give me the answer by email and only then could I withdraw, clearly it is a scam, they do not want to pay me my winnings and they take the long way because as I said and I repeat, they should have asked me for the entry verification since before depositing I asked all the pertinent questions in the chat about the bonuses that I told them I did not want and I also asked if I could withdraw or was I going to have problems and they told me that everything was okay even as I said I withdrew on three occasions everything was fine and now they jump at me with this Tuesday the 13th to withdraw my big winnings I'm not going to risk the money if that's what they intend it's going to stay there but what I'm getting at is that their practices seem very strange to me because obviously they should have asked me for all of that upfront and now surely they're going to tell me later that the selfie video or the selfie photo was useful and that I have to wait three more days after sending a new one and so they're never going to pay me.

I uploaded some of the photos from our conversation with the operator, the ones I was allowed to. If you want more, I can attach more where I'm allowed because he limited me to only putting five photos.

Tengo un problema con este casino recientemente me registré deposité jugué gané y pude hacer varios retiros chicos de 5000 y 10000 pero ahora al querer hacer un retiro grande de 1066844 me dicen que debo de pasar por una verificación de foto selfie porque la necesitan que por eso se canceló mi retiro a lo que claro yo les respondo que si necesitaban de esa verificación para que pudiese retirar no me tendrían que haber dejado retirar nada ni lo chicos ni lo grande (hablando del dinero) no que me parece irrisorio eso que me dicen e igual mando la foto selfie y me dicen que para ver si está buena o mala tengo que esperar tres días para que me den la respuesta por correo electrónico y recién ahí podría retirar claramente que es una estafa no me quieren pagar mis ganancias y dan la larga porque como dije y repito Me hubieran pedido la verificación de entrada ya que yo antes de depositar hice todas las preguntas pertinentes en el chat sobre los bonos que les dije que no los quería y pregunté también si podía retirar o iba a tener inconvenientes y me dijeron que todo estaba okay incluso como dije retiré en tres ocasiones todo bien y me saltan ahora con este martes 13 para retirar mis ganancias grandes yo el dinero no me lo voy a jugar si es lo que ellos pretenden ahí se va a quedar pero a lo que voy es que me parecen muy raras sus prácticas porque obviamente me tendrían que haber pedido de entrada todo eso y ahora seguramente después me van a decir que el video selfie o la foto selfie nos sirvió y que tengo que esperar tres días más después de enviar una nueva y así nunca me van a pagar.

Subí alguna de las fotos de nuestra conversación con el operador las que se me permitieron si quieren más puedo adjuntar más en donde se me permita porque me limitó a poner cinco fotos nada más

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Have you submitted the selfie to the casino for your verification?
2. When exactly did you send your selfie to the casino?
3. Have you made sure that the photograph is in good resolution and quality, and that all information is clearly visible?
4. When was the last time the casino communicated with you regarding the verification of your account?
5. Have you been asked to submit any other documents to the casino that are still pending verification?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello good evening, yes I sent my selfie to the casino for verification, they already approved it, I sent it today and today they approved it. The last time I spoke with the casino to find out about my withdrawal that I made today after they approved the verification was a few hours ago and they told me that I had to wait until tomorrow at 12:30 noon that the 24 hours are up and that if the money is not there they will initiate a claim and that will prolong the situation further.

Let's see, I want to be clear that I am not against the KYC process, I think it's great because it's a way for us to be safe and for them to be safe. I would never register in any casino that did not ask me for any identification or any information, much less would I deposit because it does not guarantee that it is legitimate and that they are going to pay me. Obviously, the more rigorous they are, the more things they ask you, the more reliable they are and we are clear, but if they wanted to ask me to send more things to verify my identity and avoid fraudulence, they should have asked me for all of that from the beginning. They would not have waited for me to withdraw, 24 hours would pass to reject a withdrawal that they already knew they were not going to approve because they wanted to verify who I was. You understand, that is the annoyance because they waste one's time. When I registered, I uploaded everything that had to be uploaded, I asked everything I had to ask to avoid these inconveniences and then they jumped on me now with this Tuesday the 13th that I needed more verifications, I mean, why don't they ask me for everything from the beginning, it is logical, I think, that is when one going to withdraw you don't have to waste time and neither do they because that way when you deposit the deposit it's fast right fast they keep your money and when you win you want to cash out fast also you don't want to be waiting for what you won precisely and on top of that there are few times that this happens because it is known that in the long run the person who has the advantage is the casino oh and apart from that what I found strange is that I was able to withdraw three small amounts two of 10,000 and one of 5,000 without any problem of being required for verification and it just so happens that when I go to withdraw 1,000,000 they ask me for verification but well we're not going to get into those issues because one knows what one is getting into to play and accepts the conditions of the matter now I just want you to help me so that I can collect my winnings quickly and that tomorrow they don't come out with something else that I have to do another verification please in any case everything they ask me here I will charge and the same with everything the casino asks me for I will provide without any problem good night.

Hola buenas noches sí envíe mi selfie al casino para la verificación ya la aprobaron la envié el día de hoy y el día de hoy la aprobaron la última vez que hablé con el casino para saber de mi retiro que hice hoy después de que me aprobaron la verificación fue hace unas horas y ellos me dijeron que tenía que esperar nomás hasta mañana a las 12:30 horas del mediodía que se cumplen las 24 hs y que si la plata no está van a iniciar un reclamo Y eso va a alargar más la situación.

A ver quiero que quede claro que yo no estoy en contra del proceso kyc me parece estupendo porque es una forma de estar seguros nosotros y estar seguros ellos yo no me registraría nunca en ningún casino que no me pidiera ninguna identificación ni ningún dato y menos depositaría porque no me da garantías de que es legítimo y me vaya a pagar obviamente que cuanto más rigurosos son más cosas te piden más confiables son y estamos claros pero si ellos querían pedirme que yo enviara más cosas para verificar mi identidad y que se evite la fraudulencia me lo hubieran pedido a todo eso de entrada no hubieran esperado a que yo retire pasaran 24 horas para rechazarme un retiro que ellos ya sabían que no me lo iban a aprobar porque querían verificar quién era yo entienden esa es la molestia porque le hacen perder el tiempo a uno yo cuando me registré cargué todo lo que había que cargar pregunté todo lo que tenía que preguntar para evitar estos inconvenientes y después me saltaron ahora con este martes 13 de que necesitaba más verificaciones o sea por qué no me piden todo de entrada es lo lógico creo yo así cuando uno va a retirar no tiene que estar perdiendo el tiempo y ellos tampoco porque así cuando uno deposita el depósito es rápido verdad rápido se quedan con tu dinero y cuando uno gana uno quiere cobrar rápido también no quiere estar esperando por lo que se ganó justamente y más encima que son pocas las veces que esto pasa porque se sabe que a la larga la persona que tiene la ventaja es el casino ah y aparte lo que me pareció raro es que pude retirar tres montos chicos dos de 10,000 y uno de 5,000 sin ningún problema de que se me exija una verificación y da la casualidad que cuando voy a retirar 1,000000 me piden verificación pero bueno no vamos a entrar en esos temas porque uno sabe a dónde se mete a jugar y acepta las condiciones de la cuestión ahora yo solo quiero que me ayuden a que pueda cobrar mis ganancias rápido y que mañana no me salgan con otra cosa de que hay que hacer otra verificación por favor de todas maneras todo lo que me pidan aquí lo voy a cargar y lo mismo a todo lo que me pida el casino lo voy a brindar sin ningún problema buenas noches.

They just canceled my withdrawal, telling me that the payment method doesn't work. Now, when I previously withdrew very small amounts through Astropay, I now have to withdraw to another payment method, and it will take another 24 hours. Did you see me tell you that they will come out again on Tuesday the 13th? What a shame.

Me acaban de cancelar el retiro diciéndome que el método de pago no ando ahora cundo antes retire los más bien montos super chicos por astropay ahora debo retirar a otro método de pago y serán 24 horas más vieron que les dije que saldrán con otra vez martes 13 que desgracia che.

Now they have just cancelled my withdrawal again telling me that I must withdraw to the payment method with which I recharged And I say to myself, why didn't they tell me at once when I told them that I was going to withdraw to another payment method because astropay turned out not to be working there, they should have told me that I had to withdraw to the method with which I recharged And what's more, they themselves suggested that I withdraw to another method because that one was not working and now they jump at me with that I must withdraw to astropay Wallet because that's where I deposited, it's a joke, obviously they don't want to pay, I'm going to report them to the authorities obviously.

Ahora me acaban de cancelar otra vez el retiro diciéndome que debo retirar al método de pago con el que recargue Y digo yo por qué no me lo dijeron de una vez cuando yo les dije que iba a retirar a otro método de pago porque astropay resulta que no estaba andando ahí debieron habermelo dicho que tenía que retirar al método con el que recargué Y es más ellos mismos sugirieron que retirar a otro método porque ese no estaba andando y ahora me saltan con que debo de retirar a astropay Wallet porque por ahí deposité es una cargada obvio no quieren pagar los voy a denunciar a las autoridades obvio.

Here I'm also going to leave you screenshots so that you don't know what else to say because you know that I'm completely right in everything I claim.

Acá también le voy a dejar capturas de que ya no saben qué más decir porque saben que tengo toda la razón en todo lo que les reclamo

This photo that I am going to attach is from today's withdrawal that was canceled because I did not withdraw to the same method with which I deposited.

Esta foto que voy a adjuntar es del retiro de hoy que me cancelaron porque no retiré al mismo método con el que deposité

Thank you for providing the update and additional screenshots. I completely understand your frustration with the repeated cancellations and verification requests. I realize how upsetting it must feel to go through several successful withdrawals and then suddenly face additional verification and payment method issues.

However, please note that casinos are required to verify players’ identities and payment methods to comply with anti-money laundering and security regulations. While it can seem unfair that these steps are requested only after larger wins, this often happens because enhanced verification checks are automatically triggered by unusually high withdrawal amounts.

To help us review your case more effectively, could you please confirm the following:

• Which payment methods did you previously use for your successful withdrawals?
• Did you make your deposits using the same payment method (Astropay), or different ones?
• Have you tried making a small verification deposit with Crypto?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear macarena95,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika