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Dear,

On 01/04/2023 I made a withdrawal in the amount of R$ 10,000.00 from Pin Up through Pix to my bank Bradesco.

Money was deposited, but immediately there was ′′ precautionary block ′′ and Pix returned to Pin UP. In conversation with the bank, it reported that Pin UP canceled the Pix, so the money was returned.

I made a complaint at Pin Up through the TS-523061 protocol, but so far I haven't had a response. I ask for your help to receive my money, as it did not go to Bradesco's account and did not return to Pin Up.

Attached proof of receipt.

Grateful,

Tiago

Prezados,

No dia 04/01/2023 eu fiz um saque no valor de R$ 10.000,00 da Pin Up através do Pix para o meu banco Bradesco.

O dinheiro foi depositado, mas imediatamente houve "bloqueio cautelar" e o Pix devolvido para a Pin UP. Em conversa com o banco o mesmo informou que a Pin UP fez o cancelamento do Pix, por isso o dinheiro foi devolvido.

Fiz uma reclamação na Pin Up através do protocolo TS-523061, mas até o momento não tive resposta. Peço a ajuda de vocês para receber o meu dinheiro, pois não foi pra conta do Bradesco e nem voltou pra Pin Up.

Envio em anexo o comprovante.

Grato,

Tiago

Dear tiagog84,

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. Have you made any successful withdrawals before with the same payment method? Could you please confirm that you have passed the KYC verification?

Have you accumulated 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,

Tomas

Good evening!

Yes, my account is fully verified. I made a withdrawal before the problem and several more after the problem. However, the withdrawal of R$ 10,000.00 went wrong and I still haven't received the money, it wasn't even reversed to my account. I don't have any active bonuses.

Boa tarde!

Sim, minha conta é totalmente verificada. Fiz um saque antes do problema e vários outros após o problema. No entanto o saque de R$ 10.000,00 deu errado e ainda não recebi o dinheiro, nem mesmo foi estornado pra minha conta. Não tenho nenhum bônus ativo.

tiagog84,

Has the transaction returned to your casino account since your last message? Has there been any message from the casino since you submitted a ticket to them? If there is any relevant communication between you and the casino, please forward it to tomas@casino.guru

Yes, the issue was resolved and the money returned to the account. Thank you very much!

Sim, o problema foi resolvido e o dinheiro voltou para a conta. Muito obrigado!

Do I understand correctly your subsequent withdrawal request was successful? Please let me know.

Yes, it was successful. You can close the claim. I appreciate the support

Sim, foi bem sucedido. Pode encerrar a reclamação. Agradeço o apoio

Dear tiagog84,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru