Instructions: How to submit a Pin-Up support request for a disputed win or a cancelled bet so that it can be processed faster
A disputed win and a cancelled bet are almost always decided not by "luck" or emotions, but by the quality of the request: how quickly the support sees the facts, can check the logs and understand exactly what you are asking to do. If you write in one message "refund the money", you start a chain of clarifications and waste time. If you provide the correct data immediately, the ticket goes to check on the first touch, and the decision comes faster and with less risk of failure due to lack of information.
Below is a practical diagram of how to arrange a request so that it looks like a ready-made verification case: the exact identifiers, the order of events by time, screenshots and the formulation of the requirement. This is especially important when the dispute concerns not only the result of a spin or a bet, but also the "settled/cancelled" status, coefficient changes, limit recalculation, or a technical failure at the time of confirmation.
What data to collect before applying: the minimum set that speeds up verification
Before writing to support, collect an "incident passport" - a list of data that allows an employee to immediately find your operation in the system. Be sure to record: the date and exact time of the event, the type of operation (bet/spin/withdrawal/deposit), the amount in the account currency, the status of the operation, and the exact platform, such as Penap (website or application). If the dispute is about a bet, add the coupon/bet ID, the name of the event and the market; if about the slot, add the name of the game, the provider and the Round ID, if available in the history.
Screenshots are needed not "for beauty", but as confirmation of the interface state at the time of the problem. Make at least two: one with the operation status in the history, the second with the details (coefficient, amount, time, possible error). If the connection was disconnected, add a screenshot of the phone's system time or network panel, because in case of a dispute, support compares your time with the server time. The closer you get to the "I have proof and identification" format, the fewer questions you will be asked.
Don't skimp on accuracy: a difference of 5-10 minutes may send a specialist to look for the wrong log. If you have played a series (for example, 200-500 spins in a row) or placed several bets in a row, write down separately which operation is controversial. Ideally, one problem = one ticket, otherwise you will mix up the details and get the answer "specify which bid you are talking about", which automatically adds 1-2 rounds of correspondence.
How to formulate a query correctly: a message structure that works
The text of the appeal should be short in form, but full of facts: one paragraph - what happened, the second - what data to verify, the third - what solution you are asking for. The message should indicate that the account is used on Pinup and the dispute is related to a specific operation.,