Dear ridwanurrahmandipu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you currently don't have access to your casino account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Dear Casino Guru,

I am writing to confirm the details of my account activity as requested.

1. I currently have full access to my casino account.
2. My gameplay primarily focuses on slots, live casino, and RNG (random number generator) casino games.
3. I would also like to clearly state that I have never used any bonuses on my account at any time.

Should you require any additional information or documentation to support this, please let me know.

Thank you for your assistance.

Thank you very much for your reply, ridwanurrahmandipu. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I just send an email to [email protected] with requested documents.

Thank you very much, ridwanurrahmandipu, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello ridwanurrahmandipu,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I sympathise with your dissatisfaction with the whole situation, Pin-Up Casino is quite known for its strict and not particularly swift verification process. I understand that this may not alleviate your concerns significantly, but you are not alone in experiencing such an issue. I will reach out to the casino to gain further insight into this matter and to explore how I might assist you.

We would like to invite Pin-Up Casino to join the conversation.

Dear Pin-Up Casino,

Could you kindly provide clarification on why the player's supplementary verification remains incomplete, even though they supposedly have already successfully undergone verification previously? If there are any circumstances affecting this matter that cannot be disclosed publicly, I would appreciate it if you could share them with me at [email protected]

Hello!

Allow me to clarify the situation.

On May 26, 2025, the client successfully completed the standard verification procedure. The additional verification was initiated only on June 4, 2025, and was successfully completed by the client on June 10, 2025, with timely notification sent to them.

It is important to note that the additional verification was conducted in full. During the standard verification, the client was required to upload a photo of their document and undergo a live identity confirmation procedure (liveness) on our website in the corresponding section. In contrast, additional verification involves the sequential submission of required documents via email, as requested by the security team.

If you need further clarification or assistance, we are always ready to provide prompt support.

Dear Pin-Up Casino,

Thank you for your clarification. Am I correct in understanding that the player verification has now been successfully completed and that their withdrawal will be processed?

Or is there still anything else needed?

Hello,

That's correct — the player has completed the procedure and has already withdrawn the funds.

Dear Pin-Up Casino,

Thank you for the confirmation.

Dear ridwanurrahmandipu,

According to the casino's reply, you have successfully withdrawn your winnings. Please inform me if I may proceed to close this case as resolved, or if you require any further assistance with anything else.

Actually they take 45 days to complete verification. And in my account there are fund which I play and lost. Thanks

Dear ridwanurrahmandipu,

Thank you for your reply, but I am having a bit of trouble understanding it completely. Just to clarify, you confirmed that the verification process was successfully completed after 45 days, is that right? Have you received the withdrawal, or did you lose the funds due to additional gameplay?

Has the earlier issue been addressed/resolved, or is there anything else you need help with?

I look forward to your clear responses.

Yes, verification is successfully complete after 45 days, but i can't withdraw fund due to fund loss to play casino.

Dear ridwanurrahmandipu,

Thank you for the clarification. Regrettably, since you have played/lost your winnings, I must inform you that there is very little we can do in this situation. The player holds sole responsibility for their account, active balance, and all bets placed. I recognize that this situation likely would not have occurred had you been able to withdraw on your first attempt; however, as the casino team has indicated, the additional verification was conducted in accordance with their terms and conditions, which you accepted upon registering your account. While I completely understand that a 45-day timeframe is far from ideal and effective for handling the verification process, it is essential for players to exercise patience in such circumstances. If you choose to continue playing with the funds and subsequently lose them, there is essentially nothing that can be done. We would really like to help, but it is impossible this time.

Given that the initial matter of this case regarding verification has been successfully resolved, and your account is verified, meaning you should now be able to receive any future withdrawals without unnecessary delays. Can I proceed with closing this case as addressed/resolved?

Yes, you can closed the case as resolved but if I faced any issue in future I must let you know to open the case again.

Dear ridwanurrahmandipu,

Certainly, if you face issues in this or any other casino, feel free to reach out to us, and we will try our best to help.

As per your confirmation, I will be closing this complaint as addressed/resolved. I would like to thank both parties for their cooperation.

As you know, ridwanurrahmandipu, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of ridwanurrahmandipu. We have received this message from the player:

I can confirm that my account is blocked and the fund I can't withdraw.

Dear Pin-Up Casino,

Could you kindly provide clarification on this matter?

They take 35 days to check previous verification then open my account for 2 days. And Now I can see the account is again blocked and I have fund there which I can't withdraw from my account.

Hello,

The player's account is not blocked, and the funds on the balance remain available — he can verify this by logging into his personal account.

Withdrawals are temporarily restricted until account statements for the cards and/or other payment methods used for deposits in June are provided. This verification was initiated at the request of the Security Department to confirm that the deposits in June were made by the actual account holder.

Before the document request was issued, the client successfully completed several withdrawals, which rules out any assumption of intentional restrictions imposed by the company.

He has been informed of the situation via website chat and email, and all necessary instructions have been provided.

Thank you for your understanding and cooperation.

Dear Pin-Up Casino,

Thank you for the clarification.

Dear ridwanurrahmandipu,

Please submit the necessary documents to the casino team. While we are here to assist you should you face any challenges with the casino; however, as clarified by the Pin-Up team, this does not appear to be one of those situations. Before the document request was issued, you had already received several withdrawals. It is recommended that you first collaborate with the casino team, and only if the matter is not resolved satisfactorily should you contact us. I trust you understand my point.

I am writing to express my frustration regarding the repeated and unnecessary verification procedures that I have been subjected to.

I submitted the requested documents again five hours ago, yet I have received no response so far. You are already aware of how delayed and frustrating your verification process can be — it previously took 35 days to verify my documents. Now, within just a week, you are asking for my bank statement again.

I have not changed my bank account. I am still using the same bank account that I used for all previous deposits. So why am I being asked to submit the same documents repeatedly? This is the third time I'm going through verification, and it feels completely unnecessary and disorganized.

Does your verification policy really require users to go through this every week?

I feel that my time and efforts are not being respected. This constant back-and-forth is both mentally exhausting and operationally disruptive. If this issue is not resolved promptly and transparently, I will have no choice but to consider taking formal action.

Please look into my case seriously and let me know why I am being repeatedly asked for the same verification documents.

Hello,

It has been recorded that the client successfully completed the verification process on June 26, 2025, at 14:37 (GMT+3), and subsequently was able to withdraw all funds from their balance without any issues.

We sincerely apologize for any inconvenience caused and appreciate the client’s understanding and cooperation.

Dear ridwanurrahmandipu,

As per the Pin-Up Casino team's response, the verification process was completed on June 26, 2025, at 14:37 (GMT+3), and subsequently, you were able to withdraw all funds from your balance without any issues. This seems to me the issue that has been resolved. Can I proceed in closing this case as resolved?

Dear ridwanurrahmandipu,

We are extending the timer by 3 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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ridwanurrahmandipu,

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/www.kpvfaw.com. 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,

Michal