Pin-Up Casino - Pelaajan tilin käyttöoikeus on rajoitettu.

Hello, I recharged and wanted to play at the casino and it won't let me play. I check the withdrawals and it won't let me either. I recently passed their additional verification. They ask for help, please.

Hola recargue y quería jugar en el casino y no me deja jugar, reviso los retiros y no me deja tampoco hace poco ya supere su verificación adicional que piden ayuda porfavor

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account at the casino.

In order to better understand the situation, could you please provide more details by answering the following questions:

When did you complete the additional verification process?

Are there any specific games or withdrawal methods you are trying to access?

Have you contacted the casino's customer support regarding this issue? If so, what did they say?

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Your cooperation in providing these details will help us investigate and work toward a resolution.

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,

Dominika

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.

Dear player, did you play casino games or bet on sports?

Based on your communication with the casino, does it look like they intend to unblock your account, or have they given any reason for the continued block?

Have you learned anything new from the casino about why your account was blocked again?

Does the amount refer only to deposits you made, or does it include winnings as well?

Hello, they let me withdraw my money, but they deleted my account, according to them, due to fraudulent actions. I don't see the reason after paying for their verification, which took about a month and a half. I want to file a complaint against this casino.

Hola me an dejado retirar mi dinero pero me eliminaron mi cuenta según ellos por acciones fraudulentas, y yo no veo el motivo después de pagar su verificación que tardo como 1 mes y medio. Quiero poner una denuncia este casino

Dear player, please understand that, according to most casino terms and conditions, the casino has the right to close a player's account if they suspect any breach of their rules, including fraudulent activity.

As you mentioned, your account has already been paid out and currently has no remaining balance. Therefore, since the casino processed your withdrawal and your account has been settled, we are unfortunately unable to assist you further in this matter.

We understand that this situation is frustrating, especially after completing a long verification process. However, unless there are unpaid winnings or funds remaining on your account, there is no further action we can take.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.