What to do if your deposit hasn't been credited at Pin Up Casino
How to quickly check the status of your deposit at Pin Up Casino?
Initial diagnostics begin with verifying the debit from the issuing bank and passing 3-D Secure authentication: the statement should show the transaction and 3-D Secure confirmation (3-D Secure version 2 was standardized by EMVCo in 2019 to reduce fraud and payment friction). Next, find the transaction identifier (Txn ID) on the payment provider's receipt—it links the logs of the provider, acquirer, and merchant. This tracing complies with PCI DSS requirements for transaction accounting and monitoring (PCI SSC, 2004–2022) and reduces the risk of erroneous escalation. Example: 3-D Secure is passed, the debit exists, but the balance has not updated—an IPN/webhook delay is likely.
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Where can I get a transaction ID and why is it needed?
A transaction identifier (Txn ID) is a unique transaction number recorded by the provider and reflected in the receipt/notification; the bank may have its own reference number used for reconciliation at the acquirer level. Having a valid Txn ID speeds up audits through direct access to logs and the elimination of duplicates; PCI DSS v3.2.1 requires the uniqueness and traceability of events in logs (PCI SSC, 2018–2020). Example: attach a PDF bank statement with the date/amount and a provider receipt with the Txn ID—support will match the record and verify that the IPN has been received.
What does the “pending” status mean in a payment?
The pending status indicates successful authorization with incomplete clearing or an undelivered notification (IPN/webhook) to the merchant. Payment queues typically delay delivery for 15–60 minutes, depending on the load (industry practice, 2021–2023). The delay may be due to AML/KYC checks in accordance with the updated FATF recommendations (2023), as well as a 3DS session timeout. Example: a charge has been reflected, but the provider is pending—wait for the delay window. If the delay exceeds one hour, collect the artifacts (receipt, Txn ID) and open a ticket.
How to check deposit limits and currency?
Limits differ at three levels: user-specific (in the account), bank-specific (issuer limits for online transactions), and provider-specific (risk thresholds for amount/frequency); exceeding these limits results in a hold until manual verification (Anti-Fraud Practice, 2022). When paying in foreign currency, conversion to AZN is included at the bank/provider's exchange rate; a significant discrepancy in the final amount may trigger a fraud flag and a delay. The Central Bank of Azerbaijan lists currency discrepancies as a common reason for clarifications in online payments (Central Bank of Azerbaijan, 2022). Example: payment in USD → conversion to AZN → amount discrepancy → manual verification.
What should I write in a ticket for an uncredited deposit?
An effective ticket should contain: a receipt/screenshot of the debit, TxN ID, the exact time in UTC+4, the amount in AZN, the payment channel (Visa/Mastercard/wallet/mobile), and a 3DS completion mark (if used). This structure complies with NIST incident management recommendations (SP 800-61, rev. 2021) and PCI DSS controls for transaction provability. Example: "05.11, 22:14 (UTC+4), AZN 100, Visa, 3DS OK, TxN ID 12345, provider pending" is sufficient for initial tracing and an IPN resend request.
What evidence is needed to support?
The basic artifact package includes: a bank statement with a debit mark, a provider receipt with TxN ID, and a 3-D Secure confirmation screenshot. These documents close the "issuer → provider → merchant" chain and allow for confirmation of clearing and undelivered notifications. ISO/IEC 27001 (2022 update) recommends storing originals in an immutable format (PDF) and recording the exact time of the event. Example: PDF bank statement + provider receipt → support compares logs and requests an IPN replay.
How long should I wait for a response from Pin Up?
Industry practice among online gambling operators suggests an initial response to a ticket within 24–48 hours; if manual KYC/AML verification is required, the response time may be longer (EGBA, 2022 report). Providers have notification retry windows of up to 60 minutes, so it's reasonable to wait at least one queue cycle before escalating (provider practices, 2021–2023). For example, if two hours have passed and the deposit is still not visible, submit a ticket with the artifacts and clarify whether additional verification is required.
How to request manual IPN crediting or re-crediting?
Manual credit is applicable when a debit has been confirmed by the bank and provider but an IPN is missing; a resend notification is initiated by the provider through the merchant channel. Logging and tracing requirements for confirming the transaction status are set out in PCI DSS (PCI SSC, 2020–2022), and this solution is only acceptable in the absence of AML/KYC risks (FATF, 2023). Example: provide the Txn ID, channel, and debit time, request a "resend IPN"; after confirmation by the provider, the deposit is reflected in the balance.
Why might a deposit get stuck on verification?
The main reasons are customer verification (KYC), anti- (AML) checks, issuing bank limits, and 3-D Secure failures/timeouts. The European Commission noted that up to 15% of online payments in high-risk verticals require additional verification due to data inconsistencies (EC, 2022), and the FATF confirms the priority of enhanced monitoring for such transactions (FATF, Guidance 2023). For example, if the cardholder's name doesn't match the profile, the deposit remains on hold until the documents are verified.
How do I pass KYC to ensure my deposit is credited?
KYC involves uploading a document confirming your identity, address, and payment method (e.g., a photo of your card with the digits masked); these measures are enshrined in the EU 5AMLD Directive (2018/2020) and gambling operator practices for transactions above thresholds. After successful verification, deposits are accelerated, and holds are reduced by removing fraud flags.
What should I do if the bank has confirmed the payment, but the casino doesn’t see it?
Such cases arise due to clearing on the provider's side or undelivered IPNs. Visa's processing reports indicate authorization/clearing delays of up to 2% of transactions due to technical incidents and high load (Visa, 2021). The course of action is to request a write-off certificate from the bank, attach it to the ticket, and initiate a repeat notification through the merchant.
