Hello,

I am trying to make a withdrawal and my account is already verified.

They requested a new KYC, asking for a photo holding my ID with the site's screen showing my account ID in the background.

First of all, it's a challenging selfie to take. It does not even make sense.

I sent the selfie and they are complaining about the quality. I'm using Samsung's S23, the best camera on the market. It's impossible to get a great photo with me in it, my passport, and a monitor all in the background.

They don't want to accept the photos I send in.

Olá,

Estou tentando realizar um saque e minha conta já esta verificada.

Solicitaram um novo KYC pedindo uma foto segurando a ID e no fundo a tela do site com o ID da conta amostra.

Primeiro que já é uma selfie dificil de tirar, n?o faz nem sentido.

Enviei a selfie e est?o reclamando da qualidade, eu uso o S23 da samsumg, a melhor camera do mercado, n?o tem como ficar muito boa a foto com você na voto, seu passaporte e um monitor no fundo.

N?o querem aceitar as fotos que eu envio.

Hello evaristomat,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pin-Up Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

It has been 4 days since I sent it but they have already replied not accepting the document.

The document in question is a selfie containing my face, my passport and the monitor with the pinup page open where you can see the account ID. Clearly this selfie is not going to get a good resolution.

Tem uns 4 dias que enviei mas já responderam n?o aceitando o documento.

O documento em quest?o é uma selfie contentendo meu rosto, meu passaporte e o monitor com a pagina da pinup aberta onde da pra ver o ID da conta. Claramente esse selfie n?o vai ficar com uma resolu??o boa.

Again they refused the photo I sent

Novamente recurasam a foto que enviei

Hello evaristomat,

Does the casino also explain what is wrong with the forwarded ID? Would it be possible to forward it to [email protected] as well?

In the last email they asked for my 2 hands to be visible, I had to use a timer to take the photo holding my passport and a cell phone with the pinup website open, they still haven't received a response.

No ultimo email pediram para que as minhas 2 m?os estivessem visiveis, tive que usar um timer pra tirar a foto segurando meu passaporte e um celular com o site da pinup aberto, ainda n?o deram retorno.

Hello evaristomat,

Would it be possible to forward the documents (the rejected one and the new one as well) to [email protected] for further review?

They accepted this document, now they are asking for proof of residence and they do not accept an internet account. I only have this in my name

Aceitaram esse documento, agora est?o pedindo um comprovante de residencia e n?o aceitam conta de internet. Só tenho esse no meu nome

Hello evaristomat,

Don't you have any kind of bill which shows your address (phone, internet, any kind of payment)?

Dear evaristomat,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.