UNRESOLVED: pin-up.bet trying to steal my money

I won just a little bit of money on pin-up.bet, and they don't allow me to withdraw it. They requested docs for additional verification which I immediately provided, and they have been silent ever since. They have been ignoring my emails for more than a month. I would appreciate if you could help me get my money back.

Sorry to hear that, AlexUA. There are several similar cases to yours. This casino is on our warning list due to slow payouts. You can read more info following their review page link. 

Please private message me your casino username so we can notify them about your case and see if they can speed up the process. 

Hi AlexUA,

We received your casino username and notified the casino. We'll keep you updated. 

Hello AlexUa!

You were sent more than10 letters asking you for confirmation of payment of utilities not earlier than 60 days from the date of request, you initially provided payment for 2019, and now you provide payment for 2020.

Your emails are just asking for new utility bills. They never said that my bills were declined or explained anything about what was wrong with the bills.

I will provide my most recent utility bills shortly and hope it will not take long to get them verified with you.

Great. Please keep us posted. 

Hi AlexUA,

Have you managed to verify your account? We asked the casino rep for an update. 

Hi MelissaN, 

I provided the docs on Monday, May 24. They have been silent since then.

Thanks for the update we are checking with them at the moment. 

Today they requested my address registration passport page, which I already provided back in February. They can do it endlessly!

Let's see what they say this time. 

Hi AlexUA,

Are there any updates? 

Still no updates. 

We sent a reminder to the casino as well but we still haven't got a reply about what's going on with your case. We'll try to reach them today. 

Hello 

Verification is actively moving step by step, and a new request was sent to player today. 

How it could be  "no updates"?

The verification took so long. Why does it take so long to verify the player's account? 

As I was saying earlier, the client provided the wrong documents, and now everything is fine and the process is under way

When the player's account will be verified now that they've provided the required documents. 

Yes, it was no updates. I only received a new request on June 10th, 2 weeks after the previous email - is it what you call "actively moving"? 

They requested my bank statements. Isn't it possible to request all docs at once? Now that I provided the statements I would have to wait another two weeks after which they will ask for more docs, won't they? 

Yes AlexUA, it's standard stalling tactics. They don't need anything, it's all set on purpose to make all players run around like that to make them lose it back. It works and that's why they keep doing it over and over. There is no other reason you are still here other than them doing it on purpose. Also the casino support behavior is not right. He's cold and acting kinda rude. Any decent support knows how to always "look happy and polite" in any occasions, when it talks like that, it's just not professional.

p.s.: A casino that wants to verify you will have you in contact through email or on live chat and help you do all the process with them and then have you verified a few hours laters at most. Any casinos asking things with delays, days, and that ask documents one by one to make it even longer is always the red flag for standard stalling tactics. Just by the name i could figure they were up to no good lol but heh sorry for you.

Hi AlexUA,

Is your account verified. Please keep us posted. 

Hi MelissaN,

I provided the requested bank statements and after a while they sent me the very same message asking for the statements. I guess on their language it is supposed to mean that there is something wrong with the statements I provided. But how am I supposed to guess what is wrong with them? Is there a way to figure it out with their representative?

Sure. We'll contact the casino rep and ask what's wrong with your bank statement and why they didn't accept it. 

Hi AlexUA,

Is there any progress regarding your case? 

Still no progress. I still have no idea what is wrong with my bank statements.

We emailed them again. It takes too long. Your account should have been verified so far or they should have told you what was wrong with the documents you sent. Let's see if they get any feedback on this. 

Hello AlexUa

I’ve been in touch with the Verification Service, they’re claiming you haven’t provided a card statement.

I deposited to Pin-up with three cards, all of different banks, and I provided statements for all three of them. The verification service seem to be out of their element.

Hello AlexUa,

We've sent an email to the Casino Representative and asked them to look into this. Please keep an eye on this thread for updates.

Hello AlexUa

You were sent a final request, need to wait five working days for the reply.

Hello AlexUa,

Has your account been verified?

Hi Sydney,

10 days have already passed since their "final request" and my account is still not verified.

Thanks for letting us know. We're going to mark this case as unresolved. However, we are still going to work on this case. Please keep us posted. 

More than 2 weeks are gone. They ignore my emails. Is there a way to contact their rep and ask what is going on?

Thanks for the update. We notified the casino rep again to check on the progress.