FAQ

1. 1. Opening an Account.

   • How do I register on the PIN-UP website?

     To register, click on the Sign-Up button located in the top right corner of the website. Make sure you enter your own personal details accurately during the registration process.

   • What should I do if I have not received a confirmation email?

     First, please check your Spam folder — it is possible that our email ended up in it. Make sure that you are receiving emails from other senders without any issues. If everything is in order, but there is still no confirmation email from our company, either in the inbox or spam folders, double-check your email address to ensure you entered it correctly.

     Try typing in your email address on the registration page one more time. If you continue having issues, please contact our support team (the chat icon in the bottom-right corner).

   • What currencies can I use when creating an account?

     Choose any of the currency options available at registration when creating your account. Once your account has been opened, you can not change your chosen currency.

   • Can I have multiple accounts?

     Each user can have only one account at any given time. If a client is found to have more than one active account, the Company reserves the right to suspend these accounts and seize all earned winnings in them. The user will only be allowed to re-register with the company’s explicit permission.

     If you forget your sign-in details, we recommend that you restore them by using the Password Recovery option (by clicking the question mark icon in the field used for entering the password) or by contacting our support team (using the chat icon in the bottom right corner).

   • Can I register if I am under the age of 18?

     A PIN-UP user can be any person deemed competent who is 18 years old or the minimum age at which he or she is allowed to gamble according to the laws of their country.

2. 2. Account Information.

   • How do I recover my account password?

     To recover your password, click on the question mark icon in the field used to type the password. A window will open, on which you must enter the email address used during registration. Check your email for the instructions on how to recover your password.

     If you used your mobile phone number to speed up the sign-up process, please enter that number in the recovery window. Your new password will be sent via text message.

   • What should I do if I have not received the email with the password recovery instructions?

     Check your Spam folder. If the email with password recovery instructions is not in your inbox or spam folder, it is possible that you entered the email address incorrectly. Try entering your email address one more time. If you continue having trouble accessing your account, please contact our support team (using the chat icon in the bottom right-hand corner).

   • What if I have forgotten the email address I used during the registration process?

     There is no need to repeat the registration process. Please, contact our support team, and we will help you recover your sign-in information.

   • I have changed my email address. What are my options?

     Your email address is essential for accessing your personal account login. Due to security concerns, we do not recommend changing the email address tied to your account since doing so is viewed as a change of owner.

     If you can not restore access to the email address used during registration, please contact our support team (using the chat icon in the bottom right-hand corner).

   • If I entered data incorrectly during registration or while completing my profile, what are my options?

     Please check that all the information entered during the registration process is correct. If any inaccuracies or falsehoods are found, we reserve the right to suspend the account and/or cancel all winnings tied to it. If you make a mistake while filling out your information, contact our support team, who will help verify the identity of the account owner.

3. 3. Deposit and withdrawal of funds.

   • How do I make deposits?

     You can make deposits using the most convenient, accessible method in your country. To do this, go to your account, then to the "Cash desk" section, and choose the deposit option. Select your preferred payment method and make a transaction. Please note that the minimum deposit amount is € 10.

   • What benefits do I get for making deposits?

     To receive a deposit bonus, you need to activate a valid promotional code. You can learn more about our current bonus offers in the "Promo" section of the website.

   • What if my deposit was not credited?

     Complaints about issues with deposits will only be dealt with if they are sent to the support team along with a payment receipt or a check confirming the transaction in the form of a scanned document or photo.

   • Are any transaction fees charged to my account?

     There are no commissions for deposits or withdrawals. However, your payment system or card’s issuing bank may charge a fee for any currency conversion.

   • Can I use digital wallets, bank cards, etc., that do not belong to me when making a deposit?

     You can use only your own e-Wallets and/or bank cards. Using another individual's bank cards for making deposits is strictly forbidden.

   • How can I request a withdrawal of my funds?

     To withdraw funds, you need to log into your account and select the "Cash desk" section. In the fund Withdrawal menu, indicate the chosen amount. Please note that on our website, you can only withdraw funds via the same payment method used to make a deposit.

   • What do I need to know before requesting a withdrawal?

     Before submitting a withdrawal request, please make sure that your account has been verified. To do this, send a photo of a document confirming your identity using the special form in your account. Only after we have verified the correctness of your data, we can fulfill your funds' withdrawal request.

   • How long will it take for my withdrawal to be processed?

     If it is your first withdrawal, it can take approximately two days to verify your data. If you have already completed the account verification process and have previously withdrawn funds, subsequent withdrawals requests will be processed almost instantly.

   • My bonus burned out, why did this happen?

     Based on the terms of the specific promotion, the funds on the bonus balance can be cancelled due to the expiration of the bonus period.

   • What can I see on my credit card statement?

     Depending upon the payment system which was initially used when you made a deposit on our website, you will receive a note on your statement identifying the payment system and amount.

     Depending on which payment system was used when you made a deposit on our website, different billing descriptors can also be displayed in the details of payment and the name of the payment system that processed the transaction (for example, Yandex.Money).

4. Sports Bets.

• How do I place a bet?

  On the left-hand side of the Sportsbook menu, choose the sport you are interested in and then the event name. A pre-game section will open, where you can select an event and the odds for the anticipated outcome of that event. The selected odds are automatically added to your betslip. Enter only the desired bet amount and click on the Make a bet button.

• What types of bets are there?

  A Single Bet is a bet on a forecasted outcome for one event. A "single bet" win is equal to the product of the bet amount multiplied by the odds for the given outcome of the event.

  An accumulator is a bet on simultaneously forecasted outcomes of several events that are independent of each other. An accumulator win is equal to the product of the bet amount and the "accumulator" odds, obtained by multiplying the outcome odds of all the events included in the accumulator bet. The maximum number of events that can be placed on an accumulator bet is limited to 30.

  A Multiple Bet or System Bet is a combination of accumulators of a given size from a pre-determined number of events (the maximum number of events in a multiple bet is 16).

• How do I place a Live bet?

  On the main menu of the site, click the "Live" tab. You will see a pre-game section with a user-friendly interface, within which data gets updated in real-time. All events in the "Live" section occur in real-time. Select an event and odds for its expected outcome. The selected odds are automatically added to your betslip. Enter only the desired bet amount and click on the place bet button.

• How do I place an Accumulator bet?

  Select two or more event outcomes (but no more than 30). In your betslip, make sure that the "Accumulator" tab is selected, then enter the bet amount and click on the "Make a bet" button.

• How do I place a Multiple bet?

  Select three or more outcomes of events (but no more than 16). In your betslip, make sure that the "System bet" tab is selected, choose the number of selections for each leg, then enter the bet amount and click on the "Make a bet" button.

• What is a Betslip on our website?

  The betslip is a feature of the PIN-UP website (located in the right corner of the live and pre-game pages) that you can use to place bets on selected outcomes of events and set the bet amount based on the limits accessible via the betslip.

• I placed an incorrect bet by mistake. Can I cancel it?

  Once a bet is placed, it can not be cancelled, but you can make changes to it. If not, you can use the cashout option (for more information, please visit the Promo section).

• My bet was settled incorrectly. What should I do?

  Any actions that result in situations out of the ordinary are bound by the General Rules for Accepting bets. Please read them carefully before proceeding to place bets. In fact, in clause 20 of these Rules it is stated that:
  An event is considered to be held if it was interrupted but not completed within 24 hours, and if its duration was at least of:
  Football - 70 minutes;
  NBA Basketball - 40 minutes;
  European basketball - 35 minutes;
  NHL hockey - 54 minutes;
  European hockey - 50 minutes;
  MLB Baseball - 5 innings;
  American football - 50 minutes;
  Bandy - 60 minutes,
  in such cases, the outcome at the time of the interruption of the event (with the exception of tennis), viewed as having taken place, is the actual result. In all other instances, the event is not deemed as having taken place. For example, in case of a tie during the interruption of matches in sports where the rules do not allow the possibility of a draw (basketball, baseball, American football, NHL playoff series, etc.), all bets (including Live ones) can be refunded.

• What is a Freebet?

  A freebet (free bet) is a bonus for customers who participate in promotions, special offers, etc. It differs from a regular bet because you do not risk any of your own money when placing such a bet. When it is settled, net winnings minus the awarded free bet amount is credited to your account.
  For example:
  a € 100 bet is made using your free bet balance
  with odds of 1.95
  if the bet wins, the winnings will be calculated as follows:
  € 100 * 1.95 = € 195, then
  € 195 - € 100 (the initial free bet amount) = € 95
  thus, € 95 is the amount that will be automatically credited to the customer's primary account (i.e. "free bet winnings").

• What is a betting Bonus account?

  A Bonus account is where funds are credited to, as part of a promotion. They can be used to place bets in the sports section (but not to withdraw money) according to the rules of the special offer (more information can be found in the Promo section).
  For example, when making your first deposit, as part of the "Welcome Bonus" promotion, a client gets an opportunity to place bets and receive winnings from the bonus account.
  The funds from your bonus account can be transferred to your real account and will be available for withdrawal once you have fulfilled their wagering requirements.
  Every bonus promotion has the following mandatory requirements:
  You must wager funds from your real account a certain number of times before you can withdraw the bonus funds. For example, a 10x wagering requirement means that you must wager ten times the amount of bonus funds in real money before you can transfer the bonus funds to your real account.
  "Min odds" criteria determines the minimum odds for any bets you place for them to count towards the wagering requirement.
  "Bonus lifetime" determines the period during which the wagering requirement for the bonus funds must be met. Once this period expires, the bonus funds in your account are annulled.
  "Winnings cap" criteria determines the maximum amount of winnings that can be associated with the initial credited bonus funds. For example, if you have been credited a bonus of € 1 000 and the winnings cap is 3x, no more than € 3 000 can be credited to your real account if your bet wins.
  By using any bonus promotions provided by PIN-UP, including the first deposit bonus or any bonuses from promo codes, you confirm that you have read the Terms & Conditions of the promotion and that you understand the distinction between bonus funds and real funds in your account. If you have any further questions related to a specific bonus promotion, please contact our support team.

• How to activate a bonus or freebet promo code?

  To activate your promo code, you need to login to your account on the PIN-UP website. Then, go to the "Profile" section, choose the "Bonuses" tab, and enter your promo code in the input field. Please note that it does not matter whether uppercase or lowercase characters are used when entering a promo code.

• Where can I view my bets?

  To view your bets, login to your account and choose the "Bet History" section. In the window that opens, select the time frame and the status of bets you would like to view, and then click the "Show" button. Also, a link to view your bets is available in the pre-game section on the right hand side, under the Betslip.

• How can I confirm that my bet has been accepted?

  After you click on the "Make a bet" button in the Betslip section to confirm your wish to make a wager, you will see a confirmation window showing that your bet has been accepted. Each successfully placed bet appears in the "Bet History" section as well. Please note that an existing bet cannot be cancelled.

• What time is displayed in the pre-game section?

  The start time of events displayed will depend on the time zone settings from the operating system of the device used to access the website.

• What is the maximum amount I can win per one wager?

  The maximum win for one betslip is € 100 000 or the equivalent in other currencies used on the website.

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