Pin-Up Casino - Slow Support and Delayed Withdrawals

Recently we've tested Pin-Up casino - we wanted to investigate their registration procedure, customer support, the ID verification and, most importantly, their cash-out process.

CORRECTION: "We apologise for an honest mistake we made at 1:08 when we wrongly stated that there was no game play. There was a mistake in the script which ended up in the video. The fact is we did play, our deposit was $75 ( minus fees), and we cashed out $50 as stated. We do understand there are anti money laundering T&Cs. and why there is wagering on straight deposits.

Having in mind that they have $50 minimum withdrawal and since the point of this video was to test their cash-out policies and customer support responsiveness, we simply had no choice but to cash out once our balance was down to $52.34 without meeting that play-through. Here is a screenshot of our cashier history: https://www.dropbox.com/s/i5gy4cg3w4y838a/PinUp%20Cashier%20%281%29.JPG?dl=0

Still matter of fact is, regardless whether there was or there was not any game play , the purpose of this video is to show and document the process at PinUp as real player experience.

LCB Team "


This is a part of our big project “From the Players for the Players”

For any1 interested to learn more about this latest LCB project go to : https://lcb.org/onlinecasinobonusforum/casino-banking/from-the-players-for-the-players-how-to-become-lcb-tester

Published reports so far : https://lcb.org/onlinecasinobonusforum/casino-banking

We have 3 ongoing tests atm + two in post-production

cheers
Zuga

Great video! I'm always happy to see shoddy casinos get exposed and proud to be part of a team that truly stands up for integrity in the industry.

Was the gentleman in the video anyone I'm familiar with?

I never noticed that your playing card in the LCB logo is wearing a monocle! Whenever I go out, I wear one like a necklace as my short distance vision isn't what it used to be.

Quote: Wizard

I never noticed that your playing card in the LCB logo is wearing a monocle! Whenever I go out, I wear one like a necklace as my short distance vision isn't what it used to be.

I happen to be watching Hogan's Heroes as I read this. Colonel Klink is the only other person that I know of that wears a monocle.

I don't know much about who you are or about the history of this online casino, but you went out of your way to cause problems for this casino by not providing full information up front and by requesting a partial withdrawal without any play. These are not realistic circumstances under which a player may encounter rogue behavior. For example, because of the way you signed up, they may be concerned about money laundering or other fraud that is using their banking service as a middle-man. You also went out of your way to mention (twice!) an incident from 2018, which had no relevance to the audit you conducted and only served to show you had an agenda. Did you ask them for a response before posting this video? That's what a good investigative journalist does.

I say this as someone who has audited online casinos professionally, this is not how to go about making the case and says more about you than them. They may or may not be rogue or incompetent, but your video was useless in this regard. I hope your future videos are more thoughtful about these issues.

It is perfectly reasonable for a casino to be suspicious of any new patron who acts in a manner that they consider untypical. I can see why one might want to check a casino complies with sufficient registration process so, inter alia, minors can't get in. However this should be an independent test rather than subsequently checking, in your case, withdrawals. A fairer scenario might be to deposit $200, play a variety of games ensuring you don't lose the lot but satisfy the play through requirements, before attempting a full or partial withdrawal.

Obviously you can use your scenario to determine the efficiency of their customer support to explain what you need to do to satisfy their rules (academically under some UK rules they are forbidden from informing you about certain money laundering suspicions).

In computing or statistics terms your scenario seems to be a flawed test. Also if you're judging a pub, then you need to try different beers on different days - personally, where possible, I have six halves over at least two visits when judging them.

Quote: DRich

I happen to be watching Hogan's Heroes as I read this. Colonel Klink is the only other person that I know of that wears a monocle.

What about Mr. Peanut?



Many people incorrectly believe that the Monopoly Man wears a monocle. He doesn't. Might make for a good trivia bet.

Quote: teliot

These are not realistic circumstances under which a player may encounter rogue behavior.

I could see a player having a bad experience before even making a bet and choosing to take his business elsewhere as a result. For example, asking support about bonus rules and it taking a week to get a reply and/or an incorrect reply.

By the way, if you're ever in this situation, I would recommend making opposite bets to give them some action. For example, betting on every number in roulette. That would incur much less of a loss than 20%.

Quote: Wizard

I could see a player having a bad experience before even making a bet and choosing to take his business elsewhere as a result. For example, asking support about bonus rules and it taking a week to get a reply and/or an incorrect reply.

But this was only a withdrawal of $50 out of $75 deposited. And there's no indication that there was any interaction that created a bad experience before the request to withdraw. And the withdrawal request took place on the same day as the deposit. And the account wasn't fully verified when the withdrawal request happened. I wouldn't trust a new player who did this. The whole thing would come off as extremely shady to me and I would be very concerned from the casino side.

I could see an audit following the script, "My teenage kid signed up for this casino using my info, I need to get all my funds out and close this account." This might be a better test of their deposit/withdrawal and customer service. But that's not what happened.

Quote: teliot

But this was only a withdrawal of $50 out of $75 deposited. And there's no indication that there was any interaction that created a bad experience before the request to withdraw. And the withdrawal request took place on the same day as the deposit. And the account wasn't fully verified when the withdrawal request happened. I wouldn't trust a new player who did this. The whole thing would come off as extremely shady to me and I would be very concerned from the casino side.

I could see an audit following the script, "My teenage kid signed up for this casino using my info, I need to get all my funds out and close this account." This might be a better test of their deposit/withdrawal and customer service. But that's not what happened.

i had this problem with pokerstars actually. when i deposit i sometimes have this - tapping problem. i wanted to only press 20, but i pressed 200.

immediately i tried to withdraw the amount i wasnt going to use. they rejected my request.

im not one to take a computers answer for anything valid that would stop me from doing things so i registered for the tournament that i wanted to play originally. i then proceeded to try to withdraw the remaining amount and it let me.

after all of this i decided to complain anyways because i wanted some answers so i didnt repeat the same mistake, and they told me i had not played through the money i had deposited. and i explained to them the situation anyways just to let them know there is a real world reason why this really would happen.

guilty until proven innocent is the attitude. sure its their business. whatever.

Quote: teliot

I don't know much about who you are or about the history of this online casino, but you went out of your way to cause problems for this casino by not providing full information up front and by requesting a partial withdrawal without any play. These are not realistic circumstances under which a player may encounter rogue behavior. For example, because of the way you signed up, they may be concerned about money laundering or other fraud that is using their banking service as a middle-man. You also went out of your way to mention (twice!) an incident from 2018, which had no relevance to the audit you conducted and only served to show you had an agenda. Did you ask them for a response before posting this video? That's what a good investigative journalist does.

I say this as someone who has audited online casinos professionally, this is not how to go about making the case and says more about you than them. They may or may not be rogue or incompetent, but your video was useless in this regard. I hope your future videos are more thoughtful about these issues.

thanks for the comments mate

This is a response on YT, we made an honest mistake in the script, so heres the copied message

Hi Eliot,
thanks for your comments, very much appreciated. First off all we need to thank you for pointing out an honest but stupid mistake where we contradict ourselves in this video on accident.

At 1:08 we wrongly said that we did not play ( this was an error in the script that was unfortunately overlooked, and ended up in the video... ) The fact is we did play, our deposit ( mentioned in this video ) was $75, and we cashed out $50 as stated. We do understand there are anti money laundering T&Cs. and why there is wagering on straight deposits.

Having in mind that they have $50 minimum withdrawal and since the point of this video was to test their cashout policies and customer support responsiveness, we simply had no choice but to cash out once our balance was down to $52.34 without meeting that play-through. Here is a screenshot of our cashier history: https://www.dropbox.com/s/i5gy4cg3w4y838a/PinUp%20Cashier%20%281%29.JPG?dl=0

Still matter of fact is, regardless whether there was or there was not any game play , the purpose of this video is to show and document the process at PinUp as real player experience.
As far as mentioning their past indiscretions we believe it is only fair to give viewers all the information. No hidden agenda.

Once again thanks for pointing out this error. We will be updating the description to video and provide links to our game play and cashier history. We will also be doing a short follow up report to address this for transparency sake :).

Best regards
LCB Team

Quote: Zuga

At 1:08 we wrongly said that we did not play ( this was an error in the script that was unfortunately overlooked, and ended up in the video... ) The fact is we did play, our deposit ( mentioned in this video ) was $75, and we cashed out $50 as stated. We do understand there are anti money laundering T&Cs. and why there is wagering on straight deposits.

Having in mind that they have $50 minimum withdrawal and since the point of this video was to test their cashout policies and customer support responsiveness, we simply had no choice but to cash out once our balance was down to $52.34 without meeting that play-through. Here is a screenshot of our cashier history: https://www.dropbox.com/s/i5gy4cg3w4y838a/PinUp%20Cashier%20%281%29.JPG?dl=0

I think there is no saving this video. The best choice is to take down the video and reshoot it. This should serve as a learning experience for how you produce these going forward. Thank you for taking my comments seriously, there are many others who would have reacted defensively and not have been nearly as open to a harsh critique.

Cheers.