I started placing sports bets at this casino on May 25. My account was verified by the site on June 2, 2025. I made a withdrawal of CLP 50,000 on June 2, 2025, which was deposited without issue. On June 16, I made a withdrawal of CLP 350,000, which was rejected. I contacted Pin-Up's customer service, and they sent me an email requesting additional video verification, for which I only have one attempt (I can understand that if I answer any question wrong during the video verification, my money on the site could be confiscated by Pin-Up). I encountered technical issues during the verification process, which I immediately reported to Pin-Up's technical support, but to date, I have not received a response. A separate issue is that they have now significantly restricted my sports betting amounts. I can now only bet amounts between 850 and 1,500 CLP, whereas before I could bet between 100,000 and 300,000 CLP. I'm very concerned that the casino artificially delayed my verification process so I couldn't withdraw my money from my account. I've had bad experiences with other casinos. I've attached supporting documentation of the situation.

Dear jp90,

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

Please understand the casino has the right to limit your bets for whatever reason, and we can't compel them to lift this restriction.

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

• Were you able to relaunch the video verification by following the link again?
• Could you please explain whether you were able to respond to any questions during the video verification process or not?
• Could you please share with me your communication with the casino regarding the video verification's technical difficulties? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear jp90,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
www.kpvfaw.com