Pin-Up Canada Support and Customer Service

Live chat is the fastest way to reach the support team. Pin-Up live support can solve most issues in one session.

• How to start:
  • Tap the chat bubble on the bottom-right of the website or in the app.
  • Pick a topic, then enter your question.
  • Stay signed in so the agent can find your account.
  • Available 24/7 in English. French may be available during core hours.
• Best for:
  • Login or password reset help.
  • KYC status and document checks.
  • Deposit, withdrawal, or bonus questions.
  • Game not loading or crashing.
  • Profile changes and basic settings.
• Expected timing:
  • First reply: usually under 2 minutes.
  • Most chats: 5 to 10 minutes.
  • Complex cases: escalated to a ticket or email follow-up.
• Tips for faster answers:
  • Write a short summary first, then add details.
  • Attach screenshots of errors.
  • Include username, province, device, and browser or app version.
  • Use one question per chat to speed up handling.

Email is best for detailed requests or when you need a written record. Pin-Up customer service will reply as soon as possible.

• How to send:
  • Use the secure email form in the Help Centre after sign-in.
  • If a support email is shown in your account, send your message there.
  • Include username, account ID, province, and contact number.
  • Add relevant screenshots or PDFs of documents.
• Best for:
  • KYC document submission or re-verification.
  • Complex payment tracing and withdrawal reviews.
  • Responsible gambling requests and account closure.
  • Formal complaints.
• Expected timing:
  • First response: 2 to 12 hours.
  • Complex reviews: up to 24 to 48 hours.
• Tips for faster responses:
  • Use a clear subject line, for example: “Deposit failed on 2025-09-24, Interac e-Transfer.”
  • List transaction IDs, amounts, and payment methods.
  • Keep attachments under 10 MB. Compress larger files.
  • Send from the email linked to your account when possible.

Phone assistance may be limited in Canada. There is no public Pin-Up helpline number for Canada at this time.

• Availability:
  • A support number is not published. There is no toll-free number listed.
  • If a callback option is offered in your account, use the Help Centre to request a call.
  • No helpline number 24/7 is provided. Live chat remains the quickest path.
• Best for when available:
  • Urgent account lockouts.
  • Time-sensitive payment concerns.
  • Security issues.
• Expected timing:
  • Callback, if available: typically 5 to 30 minutes during staffed hours.
  • Resolution may occur on the call or by follow-up email.
• Tips for faster phone help:
  • Have username, account ID, and registered phone ready.
  • Keep recent transaction details handy.
  • Call or request callbacks during off-peak hours when possible.

Messaging apps and social channels can handle simple questions. Use only verified links from the website or app to avoid fake profiles.

• Platforms:
  • WhatsApp, Telegram, Facebook Messenger, and X may be listed in the website footer or in-app.
  • Start only from those links. Do not rely on search results.
• Best for:
  • Quick status updates and basic questions.
  • Guidance on where to find features on the website.
  • Promo clarifications that do not need account access.
• Expected timing:
  • Typical replies: 1 to 6 hours, depending on volume.
• Safety tips:
  • Support will never ask for passwords or full card details.
  • Do not share CVV, one-time codes, or full ID numbers.
  • Report suspicious profiles via live chat or the support email shown in your account.
  • For payments, KYC, or account changes, use live chat or the Help Centre.

Technical support helps fix login issues, payment errors, and support for game problems.

• How to access:
  • Choose Technical Support in live chat.
  • Open a Help Centre ticket after sign-in.
  • Use the support email listed in your account if attachments are needed.
• Issues handled:
  • Sign-in loops, 2FA problems, or locked accounts.
  • KYC upload errors or document mismatches.
  • Geolocation errors in your province.
  • Deposits declined, stuck withdrawals, bonus not credited.
  • Game crash, lag, or loading errors, including provider error codes.
  • App update failures or browser compatibility.
• Expected timing:
  • Initial triage in chat: minutes.
  • Common fixes: 15 to 60 minutes.
  • Payment or provider escalations: 24 to 72 hours.
  • KYC review after submission: 1 to 24 hours, depending on queue.
• What to include for faster fixes:
  • Screenshots or short screen recordings.
  • Time of issue and time zone.
  • Device, OS, browser version, or app version.
  • IP and province, if known.
  • Game title and provider, transaction IDs, and amounts.
• Quick checks before contacting:
  • Update the app or browser.
  • Clear cache and cookies, then retry.
  • Disable VPNs and allow location services.
  • Try another browser or device.

VIP and Priority Support offer faster queues and dedicated assistance for eligible players. Access appears in your account when you qualify.

• How to access:
  • Use the Priority Chat tile in the Help Centre if shown.
  • Reply to your dedicated manager in the account inbox if assigned.
  • A special email or direct line may appear during events. Follow the in-account instructions.
• Who qualifies and when to use it:
  • Eligibility is based on loyalty tier and account history.
  • Best for high-value transactions, limits, tailored offers, and scheduled withdrawals.
• Expected timing:
  • Priority chat: first reply in under 60 seconds.
  • Email to your manager: 1 to 2 hours during service hours.
  • Escalations get proactive updates until resolved.
• Tips to get the most value:
  • Keep documents up to date to avoid delays.
  • Share preferred contact hours.
  • Ask how to join the VIP program if you think you qualify.
  • For urgent issues, start in chat, then confirm by email for a paper trail.