Pin-Up Casino - Pelaajan kotiutus viivästyy lisävahvistuksen vuoksi.

Dear Casino Guru team,

I previously reached out to you regarding another casino dispute, and you kindly helped me. I am once again asking for your support with a new issue.

My account with Pin-Up Casino was created around 3 years ago.

In 2024, I successfully completed and passed the KYC verification.

This year, I have been actively playing sports betting and casino games without breaking any rules.

Recently, I requested my account activity logs so I could provide them to you, but the casino refused to share them.

On 21/08/2025, when I tried to withdraw my funds, I received an error. The live chat support told me that I needed to complete an additional verification, without giving any specific reason. I agreed and proceeded.

They sent me a link to verify via KYCAID, where I was asked several questions with only 10 seconds to answer each:

How did you make your last deposit? – I answered correctly, as I remembered.

When did you register your account? – I replied "2–3 years ago." The correct answer is 3 years ago, which I also proved with a screenshot. (It is unreasonable to expect a customer to recall the exact registration date from memory.)

Where do you live? – I answered truthfully.

Which was the last bonus you claimed? – I could not provide a precise answer due to the short time limit. The site frequently gives me bonuses automatically, and I rarely request them myself.

Even after completing this additional verification, the casino has not responded to me. They are only delaying, withholding my funds, and not allowing me to withdraw.

I kindly request your assistance once again, as I feel my rights as a player are being unfairly denied.

Thank you very much for your support.

Sincerely,

Ali

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the player’s problem regarding your account with Pin-Up Casino.

In order to assist you effectively, I would like to ask you a few questions to better understand your situation:

• Can you provide the exact error message you received when trying to withdraw your funds?
• What specific reasons did the casino give for requiring additional verification?
• Did you also provide any documents to complete the verification?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Kristina,

I have already shared with you a screenshot of the error I received. Along with being unable to withdraw my funds, I have also been blocked from accessing both sports betting and casino games.

Pin-Up has not provided me with any specific reason. The only thing they said was: "The casino may request additional verification at any time."

No, I did not provide any extra documents, because I had already submitted my identification documents when I first registered and passed the initial verification.

They only asked me the questions I mentioned before, and I answered them accordingly.

Today I received another email from Pin-Up. They told me the following:

"To continue the account verification, you need to provide a scanned copy of utility bills (gas, electricity, water, etc.) that show the residential address listed on your PIN-UP account. This document is required to verify compliance with clause 5.3 of our User Agreement."

And this is what I replied, and I sent the official document to them in PDF format: (I replace the city names with ***.)

Hello. Dear Pin-Up employee. When I registered 3 years ago, I was not asked for the registration address on my ID card, only for an address. At that time, I was living in **** city , so I wrote ***. My official registration address on my ID is **** district. I don’t have any utility bills in my name. But in our country, the official document confirming the place of residence can be checked on the "mygov" website with a QR code. I am sending it to you in PDF format. You can also verify the authenticity of this document using the QR code in the PDF. Thank you. Please open my account.

Dear Kristina,

I have also sent you by email the full dialogue between me and Pin-Up.

to here

kristina.s@casino.guru

It has been almost a week and I still haven’t received any response from the casino. I know all the rules very well, and I have not broken any of them.

Please help me, my dear Kristina.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks you , Kristina

Hello Pavel.K

it is been more than a week and still no response from casino.

I am also sending all discussion between me and casino to you mail adress.

I played both live games and spor, I didnt break any rules I m 100% sure. I am old gambler.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Pin-Up Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Today Pin-Up again (3.rd time) asked me for the same document, even though I have already provided a full explanation and submitted the necessary documents. I don’t understand why they keep repeating this request.

I do not have any utility bills in my name, but the document I provided is an official document(already sent you by mail) issued by my country, and its authenticity can be verified.

There is no reason for them not to accept this document. It can be officially verified through the serial code on the photo.

I do not have any utility bills in my name, so I cannot provide utility bill documents. What should I do now? What is the actual problem with this casino? Please help me dear Pavel

Hello,

We see that the player is currently undergoing an additional verification process. This check is conducted in accordance with clause 10.2 of the User Agreement and is aimed at confirming the accuracy of the provided information and verifying that the account belongs to them. This procedure is necessary to prevent fraudulent activity and ensure the security of the platform.

Once the verification is completed, the issue regarding withdrawal limits may be reconsidered. No communication with the player has been refused — if they have submitted the documents requested in the latest email, they should await a response from our specialists within 5 business days. After that, further instructions will be provided. Please note that the process will not be expedited on an individual basis.

Thank you for your understanding and cooperation.

Hello Pin-Up Casino,

I have already provided all the documents you requested, yet you continue to send me the same email without any valid reason.

I do not have any utility bills in my name. Instead, I submitted a photo of the official address certificate that is legally recognized in my country. Despite this, you rejected it and insist on requesting a utility bill. Each time this happens, the process is unnecessarily delayed by another 5 days.

When I registered 3 years ago, I was not asked for the registration address on my ID card, you just wanted from me type an " address". At that time, I was living in Baku, so I wrote Baku. My official registration address on my ID is Astara city.

Additionally, I have also provided proof that I sometimes live in Baku (a receipt from one of my orders). These two documents should be fully sufficient, as there is no requirement in your terms that I must provide a utility bill in my name. Why do you reject an official government document and insist only on a utility bill?

You can verify my adress by my IP. I am living now at Astara,Azerbaijan. (Also my residental permanent adress). But sometimes I m living at baku for short time. When I registered at Pin-Up, I was living at Baku. Pin-Up didnt ask me for my residental adress, If Pin-Up would ask like that, why I would lying? That doesnt make sense.

I am fully ready to prove all my bank payments and every other detail if necessary. Yet you are only fixating on one address issue. I am doing everything I can on my side — I only want to receive my funds.

Dear Pin-Up Casino, if I understand the issue correctly, while registering the player has stated their address as Baku, while not residing there permanently. Now, because of that, they cannot confirm it as with a utility bill because they do not have any. I understand that stating another city different from one's permanent residency location may theoretically fall under "providing false information" clause, however, given that at the moment the player was residing in the Baku, it would be an honest mistake, since it is not always that clear if one should provide their permanent address or a temporary one. I believe that as long as the player can prove their permanent address while passing all the necessary verification procedures for it, there is no reason to think that the mistake of stating another city was made in bad faith. Please, let me know if you agree and if there are other details I may have not known.

Dear Pavel,

Thank you, I truly appreciate that you understood me correctly. During registration, if the casino had asked for the residence address from my ID card, I would have written "Astara," and this would never be considered providing false information.

Today, I have requested an official stamped document from a government authority regarding my residence address. You can be sure that I will share it both with Pin-Up Casino and with you.

Hello!

The process of additional verification is strictly regulated; we can only accept alternative documents if approved by the security department. In this case, the department decided not to accept such a document, so the client must provide the one requested in the letter, namely a utility bill for the current place of residence. 

If the address differs from the one specified in the account on the website, the client may also attach an explanation and wait for their request to be reviewed on an individual basis within 5 business days.

My current residence address is Astara city, and I am providing you with an official government-stamped document as proof. I have already sent it both to Pin-Up Casino and to Pavel. Please accept it.

In my country, there is no other document I can provide to prove this. Why are you treating me unfairly, Pin-Up Casino?

I have already explained this many times by email. Please ask your colleagues who are handling the verification process to take this into consideration. What more can I do for you? I am fully ready to verify all my payments and wallets.

If you continue to make this problem for me, it would be nothing but robbery.

I am completely in the right — I did not provide any false address. My residence address is Astara, but when I registered at Pin-Up, the system did not ask for the residence address from my ID card, only for an address. At that time, I was living in Baku for a short period (3–4 months), so I wrote Baku.

As we can see from the player's last message, they have explained the situation and provided proof of their current residence address to the Pin-up team.

Dear Pin-up Casino, please, let us know what will you security department decide!

Dear Pavel,

I have not broken any rules. You are an expert in these matters, so I want to explain the situation to you exactly as it is:

• When I registered at the casino site, I never signed or accepted any rule stating that I must have utility bills in my name.
• If the casino keeps insisting on a utility bill, I don’t know what else I can do. I don’t own a home, and I don’t have any utility bills in my name.
• During registration, the site only asked for an "address," not my permanent residence address. A few years ago, I wrote down where I was living at that time. For God’s sake, why would I write it incorrectly?
• In the casino rules, section 10.3 only mentions address verification. I can verify my current residence address. There is no law that requires me to verify an address where I lived years ago.

Everything here is completely in my favor, dear Pavel. I have not violated any rules, and I know the casino’s terms very well.

Today, in my country, I spoke on a forum with other players who have passed advanced verification on Pin-Up. They confirmed that unless their name was on a communal utility bill, they submitted an official document stamped by a government institution—just like the one I provided—and Pin-Up accepted it.

However, because my balance is higher, Pin-Up arbitrarily rejects the document I submitted. This is outright fraud. What is the difference between me and the other users? If we both provide the same official document as proof of address, yet mine is rejected while theirs is accepted, then Pin-Up’s actions amount to deception.

Dear Pavel and CasinoGuru, please take notice of this fraudulent behavior and help me resolve this issue.

Dear Pavel,

Today. I got mail from Pin-Up.

Even though I have explained everything, they keep ignoring my messages and continue asking me for the same thing again and again. What can I do in this situation?

They dont read explanation, they only check photo and rejecting.

There is no such rule on the Pin-Up site—there is no rule that says I must verify the address I wrote at the time of registration.

There is only rule proof of adress and I m also did that, but they rejecting.

For God’s sake, what am I supposed to do now? Should I move back to Baku just because of a stupid address issue?

I hereby provide you with this document to confirm that, at the time of my registration with Pin-Up, I was residing at this address: Suraxani District, Baku city.

I have also sent this information by e-mail to Pin-Up, but I am afraid that my message may not be properly reviewed and could be rejected directly.

Dear Pavel,

Please see that I am in the right and help me.

Hello!

Our Security Department requests a utility bill (electricity, water, etc.) for the address where you currently reside. Please do not provide documents related to other addresses, as nobody has requested them.

We remind you again that we need a utility bill for your current place of residence (the address where you are currently living).

Once you submit the bill, expect a response from our specialists within 5 business days.

Thank you for your cooperation.

Dear Pin-Up,

Why don’t you understand? I live in my father’s house, and all utility bills are in his name, not mine. I do not have any bills in my own name.

I already provided you with an official government document, stamped and approved, but you rejected it. What else can I possibly do for you?

Pin-up Casino, if the document confirms the current residence address of the player and it is government stamped, we would accept it as an alternative to the utility bill.

Hello!

Please send the utility bill photos exactly as they are, even if the bill is in your father’s name (the requirements for the bills are specified in the response emails).

If the security department needs any clarification on details, you will be notified within the established timeframe.

I hope so too. If you have any older bills from last three months still available, you can make a fresh photo of them and send to the casino directly. Otherwise, let us know when you will send ones for this month. I will be waiting for your response!

Dear Pavel,

I only have the photo that I shared here, which I had taken when sending it to my father via WhatsApp. After paying the bills, we usually throw them away.

The new bill could arrive any day, including today, but no later than September 15. I will share it with you as soon as I receive it.

For now, there is no need to extend the timer. If the bill still hasn’t arrived by the deadline, I will kindly ask you to extend it then. Thank you very much for your understanding.

Thank you as well!

Pin-up Casino, the player has informed that they have provided the utility bill. Please, let us know when there is any progress or if anything else is required.

Today I received an email from Pin-Up stating that my account was blocked due to Rule 7.

This is completely unacceptable.

In my family, no one else plays on Pin-Up. I am the only child of my parents, and neither my mother nor my father has an account with Pin-Up.

I am absolutely sure of this, and I also do not have any second account myself.

So why did you ban my account?

Am I stupid to create a second account?

I have been an active player in online casinos for 6 years, and I know very well that if I create a second account or if any member of my family creates one, my account would be blocked. Why would I ever do such a thing?

In my family, there are only three people: my father, my mother, and me. Nobody else lives in our house, and I am 100% sure that nobody besides me has a first or second account.

Hello,

Unfortunately, the Security Department has decided to block the player’s account and to terminate the verification process prematurely and unsuccessfully, in full accordance with Clause 5.4 of the User Agreement.

This clause states:

"You confirm that, when registering on the website, you provide true and accurate personal information about yourself, and in the event of any changes to such information, you undertake to notify us in a timely manner. Failure to comply with these requirements entitles us to restrict access to your account, and subsequently to close it in full, annulling all transactions (including bonuses and winnings), as well as all your bets and their results."

The player’s account was registered on June 17, 2022 at 20:36:43 (GMT+3), and at the time of registration the user confirmed their consent to the applicable rules and policies.

Thank you for your cooperation.

Dear Pavel,

For God’s sake, please help me. The casino has made an unfair decision against me.

1.When I registered, Pin-Up Casino never asked me for my permanent or registered residence address. There is no such rule written anywhere.

If the casino did not specifically ask me for my registered residence address, how could I possibly know to provide it? Other casinos clearly request "residence address," but Pin-Up only asked for "address."

2.I have not changed my registered residence address. Everyone travels, but according to your own rules, I am only required to notify you if I change my personal details. My phone number, email, and ID card have not changed. If you had asked for my registered residence address during registration, I would have written "Astara." If my residence address had changed, I would have informed you.

3.I have never provided you with false information and I have never violated any rule.

4.Are you really going to block me just for an address verification issue? I have done everything possible and played as an honest customer, yet you are blocking me.

I am ready to provide all my payments, bank card information, and everything else you need.

Please review this decision once again, Pin-Up Casino.

Dear Pavel,

You can also see how unfair the casino’s decisions are. In their email they mention "rule 7.7," but such a rule does not even exist on their website. Instead, right here they point to rule 5.4.

I have never seen such an unprofessional casino. This looks like nothing more than an excuse to confiscate my funds.

Please, let’s resolve this issue between us, Pin-Up Casino.

Dear Pin-Up Casino, please, provide full explanation and evidence to my e-mail: pavel.k@casino.guru.

Dear Pavel,

Please see the injustice that Pin-Up has done to me and, at the very least, demand that they return my funds. I have not broken any rules. They have confiscated my money and I am begging you for help.

I did not create multiple accounts, I did not engage in money laundering, I did not do arbitrage, I did absolutely nothing wrong. Blocking me and confiscating my funds just because of an "address" issue — do you think this is fair?

The rule below is from the site itself, and I have never provided the site with any false information.

My full name, surname, father’s name, and ID details are all correct. Why would I give all the correct information but then intentionally provide a false address? That makes no sense.

Pin-Up is openly seizing a customer’s funds, and I will not give up as much as I can. I trust Casino Guru to help me.

5.2. The first and last names, as well as the date of birth, you specify when registering must be your true personal information. The Company may request identification documents, such as a passport or ID card, as well as payment card information, to verify the details provided. This procedure is called Account Verification, and the Client who has successfully provided all required documentation can be referred to as a Verified Client.

Pavel, could you please clarify what specific information needs to be provided in order for our new response to be considered complete and sufficient?

We have already submitted comprehensive data; however, at this stage it is not entirely clear:

• By which criteria the completeness and evidential value of the response are evaluated;

• In what format the materials should be provided;

• And, more generally, what the exact expectations are on our side.

Thank you for your cooperation.

Because you have no evidence to present, Pin-Up.

When using your website in my country’s language, it only asks for "ünvan," which means "address." This is not clear enough in our language. Other casinos specifically ask for "qeydiyyat ünvanı" (registered residence address), and I have never had any issues with them.

You are deliberately seizing my funds.

Well, it would be helpful if you have explained what false information exactly had the player submitted, at what moment and why do you consider it to be false. So far you have only stated the rule which you consider the player has breached, and that does not tell me anything.

If you are confiscating all my funds just because of a simple address mistake, then you are not a user-friendly casino, and you are doing this deliberately.

In such situations, a casino should act with fairness and humanity. I have never engaged in money laundering, never falsified my ID information (my name, surname, serial number, phone number are all correct), no multi account, never abused the casino with arbitrage or similar actions. So why are you making decisions against me?

Pavel, I am grateful to you for understanding me. I have already lost enough money in this casino. This is the first time I actually won, and since I have not committed any fraud, money laundering, or other crimes, the least they could do is release my winnings. They can even close my account afterwards, I don’t care — but why would a casino want to lose a genuine customer like me?

Pin-Up Casino, I am asking you one last time: please make a fair decision that will satisfy both sides.

Pavel, hello,

You have misunderstood the situation. The player did provide accurate information during registration, but later that information changed, and they failed to notify the platform as required by the rules. Because of this, they did not pass the additional verification and their account was blocked.

The rules clearly state: "You are obliged to promptly notify us in case this information changes." Failure to comply gives us the right to restrict access to the account and annul transactions.

If you have any further questions, we will be glad to assist.

No, Pin-Up Casino, you are wrong.

None of my information has changed. Because of my work and vacations, I often travel to different cities, but the city I spend the most time in is Baku. My officially registered residence on my ID, however, is Astara.

At the time of registration, you did not ask me for a permanent or temporary residence address — you only asked for an "address." I still sometimes go to Baku, so nothing has changed.

According to your rules, I am only obliged to inform you if my permanent residence address changes. My permanent residence address has not changed, and you never asked for it during registration.

I am completely right according to the rules.

If, despite all this clear information, you are still withholding my funds, then the only thing you are doing is unjustifiably seizing people’s money.

Dear Pin-up Casino,

if the information was the player's residential address, then I do not see the clear explanation on why and when the player must inform the casino of its change. If the player travels throughout the country and stays at different cities every two weeks, must they inform the casino about those changes as well? Also, still, I do not see what advantage had the player gained by not chnging their old residential address to their actual one.

Dear Pavel,

What upsets me the most is this: I have had accounts with various casinos for 7 years, and I have always played by the rules.

I fully understand that serious violations such as multi-account, money laundering, or arbitrage are not acceptable. But for such a ridiculous reason, Pin-Up is confiscating all of my funds. I swear, this situation is driving me to the point of a nervous breakdown.

I can prove every single transaction I made, and I can confirm that all the bank cards I used belong to me. Whatever you need, I am ready to verify everything — just ask.

Pin-Up Casino,

Please reconsider the situation once again and make a decision that will be in favor of both of us.

Hello,

We have taken note of your position. Discussing the nuances of the provisions may take a long time, but it does not contribute to speeding up the complaint review process. Our priority remains to ensure its prompt and efficient resolution.

We will conduct an additional review of the player in order to prepare a comprehensive response regarding the reason for their blocking.

Once the information has been collected and sent to your email, we will also provide an update in this discussion.

Pin-UP Casino

Why are you constantly ignoring my messages?

Why are you refusing to address my questions?

What rule did I break?

I did not change my country.

I did not change my ID details.

I did not change my permanent residence address.

I did not violate any rules.

All my information is correct, and I have explained everything to you multiple times. Yet you provide no proof, only excuses, while completely disregarding my messages.

I demand a clear answer: Which rule did I break? Show me evidence.

Please, at the very least, allow me to withdraw my funds and then permanently block my account if you wish.

I am not asking for anything more than what is rightfully mine.

If you cannot provide it, why are you withholding my money?

Dear Pavel

It is already clear that Pin-Up has simply confiscated my funds. Their statements do not even match each other.

On this page they refer to Rule 5.4, while in their email to me they claim a violation of Rule 7.7. How can these contradictions be considered fair?

Please do not take their words at face value. I don’t know what exactly they plan to send you, but it is very possible they may present something misleading or manipulated to justify their actions.(They are owner of website, they can create what they want at admin panel)

The fact that their explanations differ from one place to another already proves their position is inconsistent and unfair.

I kindly ask you once again to take this into account and not allow them to withhold my money without a valid and proven reason.

Dear Pavel,

For God’s sake, please look at this carefully. Just now I received a new email from Pin-Up. According to them, their previous accusations were wrong, and now they suddenly found a new accusation against me.

They are now referring to Rule 13.2, but I have not violated anything written there.

I have never colluded with anyone.

I have never used multiple accounts.

As I wrote here just 2–3 hours ago, I was afraid this would happen: they are inventing new accusations just to justify blocking me and keeping my money.

After so much contradiction and inconsistency, do you really think CasinoGuru will believe Pin-Up’s version?

Dear Pavel

Please, I kindly ask you to carefully review the entire chat history. Everything I predicted is happening exactly as I said: the casino is doing everything possible to confiscate my money.

Now, I don’t know what kind of "evidence" they will present to you, but I can assure you I have done nothing wrong. I respectfully request that whatever evidence they provide, you examine it in detail and ask: why would I do such a thing, and what profit would I gain from it?

Since they will send this "evidence" privately to you, I will not see it myself. If they manage to convince you with their false claims, then the case will be closed against me and I will never get my money back.

Any news?

Dear Pin-Up Casino, have there been any results of your investigation?

Hello!

We are still conducting the review and will provide an update in this discussion once our response is ready.

Thank you for your cooperation.

Pin-Up Casino, please make a decision so that we can both close this complaint amicably. I am a gambler who plays by the rules; you would not want to lose a player like me because I have already lost a sufficient amount of money on your site. If you do not want me to play, then at least please allow me to withdraw my entire balance and close my account.

Pin-Up Casino, has there been any news?

Hello!

We have almost completed the review and plan to send a response soon, however we cannot specify exact timelines yet. As soon as everything is ready, we will definitely inform you in this discussion.

Thank you for your patience and understanding.

Dear Pavel,

Please request from the casino that, since they have failed to provide any concrete evidence against me, they should unblock my account and allow me to continue playing. It has already been more than a month, and I see no valid reason for this restriction.

Thank you for your continued support.

Hello Pin-Up,

It has been over a month now, and I am still waiting. I am actually a YouTuber with a significant following in my country.

I have not broken any rules. Please stop holding my money unjustly — either return my funds and close my account, or unblock me so that I may continue playing.

Hello,

We have conducted a repeated review, and our Security Department has decided not to make any concessions regarding the player, as additional violations of the website usage rules were identified.

Pavel, the details have been sent to your email. Please review them.

Thank you for your cooperation.

Dear Pavel, Could you please tell me what exactly my violation is supposed to be? Why is my money being confiscated without a clear and proven reason?

Hello,

The decision fully complies with clause 13.1 of the User Agreement and is not subject to further review.

While you may consider the decision unfair, we would like to emphasize that it was made in full accordance with the requirements of our licensor and widely accepted industry practices. Such measures are applied by all responsible platforms to ensure security, fair play, and equal conditions for all players. Our goal is the strict enforcement of the rules and the protection of the entire player community.

Thank you for your understanding.

13.1. In the event that any irregularity (including suspicion of attempted money laundering or fraud) has been identified, the Company reserves the right to close Accounts and/or report criminal or other suspicious activities provided through one or multiple Accounts to the relevant existing regulatory or law enforcement authorities. All offenders’ Account balances will be blocked, withdrawals will be void, and deposits and winnings will be forfeited.

All of my transactions were carried out exclusively with bank accounts and cards registered in my own name. I have never engaged in multi-accounting, collusion, arbitrage, money-laundering, or fraud of any kind. My play history shows normal deposits and losses as a regular player — not any irregular pattern that fits Rule 13.1.

I am fully ready to verify every detail (bank statements, card screenshots, transaction IDs) upon your request.

Therefore:

If you have concrete evidence under Rule 13.1 that I violated this provision, please provide it immediately with clear reference to the specific transactions or behaviours you consider suspicious.

If you do not have such evidence, you are obliged to release my funds without further delay.

Continuing to withhold my balance without valid and documented proof amounts to an unfair seizure of player funds.

I kindly ask you to act fairly and either:

Provide evidence under Rule 13.1; or

Release my funds immediately (you may close my account afterwards if you wish).

I am in communication with the casino, so I am extending the timer.

Dear Pavel, thank you — believe me, if I were guilty I wouldn’t be begging you like this. I have not broken any casino rules. They accuse me under 13.1, but I am ready to prove everything.

Hey, alisadiqbey, can you confirm that while registering in the Address field you have mentioned Baku and no further information like street or house number?

Hello dear Pavel, since my account is blocked, I can’t check and say it exactly. At that time, I was living in Baku, and the closest postal code to me was AZ1131 — that’s all I remember writing. If you need any additional information, please just ask, I’m ready to answer everything.

For God’s sake, please ask them, why would I ever hide my address? This sounds very st**pid

They only asked me to fill in "City" and "Address," and if I remember correctly, I wrote "Baku, Baku" in both fields. If they had asked for a residential address or home number like other casinos usually do, I would have written it in full detail. But this casino only asked for "city" and "address" — nothing detailed at all.

Well, actually, it was not casino's idea. The casino has provided me with an explanation of your activity which included sports betting, and their main accusation was related to that. There was also some issue with the casino play, so I have taken the complaint to discuss on a call with my team. There we have studied it and arrived at the conclusion that you should have provided at least your full Baku address while registering, since address does not usually mean just the city, especially when there is a separate field for the city and an address. Plus, in every casino all players, while registering, must provide their full and correct information, which, unfortunately, you have not done.

Therefore, by not even going into the depth of your gameplay, I must reject your complaint.

I am sorry I could not be more of help.