Pin-Up Casino - Pelaajan tili on suljettu.

Hello, I've been blocked for a month. I passed the additional verification and out of nowhere they blocked me and told me that I used stolen cards and I never recharged with a card.

They won't let me into my account and I want my balance back.

Hola llevo ya 1 mes bloqueado pase la verificación adicional y de la nada me bloquean y me dicen que utilizo tarjetas robadas y yo nunca recargue con tarjeta.

No me dejan entrar Ami cuenta y quiero que me devuelvan mi saldo

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,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please confirm the amount withheld by the casino due to accusations of stolen cards?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please advise whether you used only payment methods in your name to deposit in the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear memoralesme60,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of memoralesme60. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hello, I have been without my email and I have been able to recover it. They are not giving me a solution. They accuse me of fraud, even though I have presented all the evidence.

Dear memoralesme60,

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please confirm the amount withheld by the casino due to accusations of stolen cards?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please advise whether you used only payment methods in your name to deposit in the casino? Which payment methods have you used?

Thanks in advance for your cooperation.

I was there for about 3 months, then they blocked me because of their additional verification, which I completed, and then they hit me with this.

The amount withheld isn't very high, it's $15, but I want to report them.

I played live casino games as well as games from the provider Evolution, and I also placed sports bets.

- Only use my payment methods.

.- Fuy unos 3 meses ya que después me bloquearon por su verificación adicional y la hize y después me salen con esto

.- El monto retenido no es muy alto son 15$ pero quiero denunciarlos

.- Yo jugué casino en vivo así como los juegos de el proveedor evolution igual hize apuestas deportivas

.- Solo use métodos de pago míos.

Dear memoralesme60,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear memoralesme60,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pin-Up Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has been blocked and unable to withdraw?

Thank you in advance for providing the information.

Hello,

Martina, we have sent the details to your email. Please review the message.

Thank you for your cooperation.

Dear memoralesme60, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear memoralesme60,

Can you please send me the email where is said that your account has been blocked? Thank you so much!

Hi, I no longer have access to my account; it won't let me log in.

Hola ya no tengo acceso a mi cuenta no me deja ingresar

Hello, I haven't received a response yet, the deadline has passed. How do I proceed with the complaint? Sorry.

Hola no me ah dado una respuesta ya pasó el tiempo límite como procedo con la denuncia disculpe

Dear memoralesme60,

that was deadline for my response and I am sorry for the delay.

I just need the email from your email address which states that your account has been blocked. Thank you

Hello, my email is memoralesme@gmail.com

They didn't send me the blocking email; they just told me I was blocked by the app and blocked everything.

Hola mi correo es memoralesme@gmail.com

El correo de bloqueo no me lo mandaron solo me dijeron que estaba bloqueado por la app y me bloquearon todo

Dear memoralesme60, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear memoralesme60,

can you please request your game play (game log) from the casino? And once you receive it, can you please send it to me as well?

Thank you very much in advance

Hello, support isn't giving me any answers or solutions, and I don't have access to my account. Can I request my account history directly from the casino through this channel? I'll send them all my information.

Hola por soporte no me dicen nada no me dan solución y no tengo acceso a mi cuenta ese historial se lo puede pedir por este medio directo al casino le pasó todos mis datos

Dear memoralesme60,

I have sent an email to the casino, so far, you do not need to send anything. Thank you for now.

Dear Pin-Up Casino Team,

I have sent you an email, so if you can check it out, I will highly appreciate it.

Hello!

We have reviewed your letter and provided a response.

Thank you for your cooperation.

Thank you. I have sent another email, if you can please check it out.

Thank you in advance

Hello!

The team has already reviewed the email and provided a response. We are awaiting a reply.

Hello, memoralesme60!

On 03.07.2025, you were prohibited from placing bets. On the same day, you contacted the online chat on the website to clarify information regarding the imposed restriction and received the relevant explanation from an operator. Similar responses were provided to you in the following days as well, including inquiries during which you were explicitly informed that you were permitted only to withdraw the funds available on your balance. You were also informed that the restriction was imposed for an indefinite period and that you could check its current status via the online chat on the website.

Despite this, after the restriction was imposed, you continued to actively make deposits while simultaneously attempting to withdraw funds.

For the security department, these actions constituted clear confirmation of your lack of interest in playing on the website, taking into account the analysis of activity over the entire period of the account’s existence. Otherwise, it remains unclear for what reason you continued to make deposits while knowingly being aware that the ability to place bets in games was unavailable to you.

The logical conclusion in this situation is the presence of intent to launder funds, as a result of which your account was subsequently blocked.

The decision taken is final and is not subject to review.

I had $5 and reloaded $10 because I couldn't withdraw the minimum withdrawal amount of $15, and you never gave me the reason for the block. I always presented you with everything you told me.

Yo tenía 5$ y recargue 10$ por que el monto mínimo de retiro ese de 15 $ no podía retirar y ustedes nunca me dieron el motivo del bloqueo yo siempre les presente todo lo que me dijeron

Hello!

memoralesme60, the response provided above is final and not subject to review.

Martina, we have sent you a response regarding your inquiry by email. Please review it at your earliest convenience.

Thank you for your cooperation and understanding.

Greetings, all.

Thank you, Pin-Up Casino, for providing all the information and the evidence about this case. I am sorry my response took a while, I needed to go through the evidence provided with our team.

Dear memoralesme60,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As you breached clause 8.9 of the User Agreement, and committed as we believe, financial fraud, we are unable to help.

Please know that this kind of behavior we won't support in any case.

Respectfully,

Martina