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Dear Nicat_92,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Karla, thank you for your response. I want to clarify that my issue is not just a simple delay. Pin-Up Casino has officially refused my withdrawal and blocked my access, claiming I have a 'duplicate account.' This claim is false because they already verified me and paid out two withdrawals on Feb 18 and 19. They only used this excuse after I won a larger amount (1,096 AZN). I have all the screenshots to prove my previous successful transactions and my current balance.

It has been 10 days and there is still no response from the casino. My account with 1096 AZN is still unfairly blocked. I have provided all evidence to the moderator. Please escalate this matter as the casino is clearly ignoring the situation

The casino just responded to my final warning. They are still claiming I have a 'primary account' but they refuse to provide any proof of such an account. I repeat: I only have one account (ID: 83262527) which was already used for two successful withdrawals on Feb 18-19. Their response is a generic template to avoid paying my 1096 AZN

Dear Karla / Support Team,

I have a critical update regarding my complaint against Pin-Up Casino. I contacted the licensing body they claim to have (Antillephone N.V. 8048/JAZ), and I received official confirmation (see attached screenshot) that Antillephone ceased all operations on Nov 1, 2024.

This means Pin-Up is currently operating under an invalid/expired license and is misleading players. This is a massive regulatory breach. They are using an 10-day-old 'duplicate account' trap to steal my 1,096 AZN while they don't even have a valid license to operate. Please update my case with this evidence of fraud.

Dear Nicat_92,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for your follow-up. Unfortunately, there have been no positive developments. Pin-Up Casino continues to refuse the payment of my 1,096 AZN winnings.

They keep repeating their internal rules about 'duplicate accounts', while completely ignoring the fact that I proactively disclosed my situation to them on February 21st. Furthermore, they have failed to address the evidence I provided regarding their expired Antillephone license.

Since the casino is acting in bad faith and misleading players with invalid licensing information, I request Casino Guru to intervene directly with their management. I will not accept anything less than my full legitimate winnings.

Dear Karla,

As expected, Pin-Up Casino has just officially rejected my withdrawal of 1,096 AZN. They are now asking for 'account verification', the very thing they previously refused by calling my account a 'duplicate'.

This is a deliberate stall tactic. They allowed me to deposit and play for 10 days after my disclosure on Feb 21st, but now they are blocking my winnings using contradictory excuses. This, combined with their fraudulent use of an expired Antillephone license, proves they have no intention of acting fairly. I urge you to escalate this immediately.

Dear Nicat_92,

Thank you for your detailed update and for providing the additional information.

Before we proceed further with the investigation, we would like to clarify an important point regarding the casino’s claim about duplicate accounts.

You mentioned that you had an older account that you had lost access to and later created the current account (ID: xxxxx527). Could you please clarify the following:

• Did you previously create another account at Pin-Up Casino using the same personal information (name, date of birth, email, phone number, or payment method)?

• At the time you created the new account, was the older account still active or accessible in any way?

• Were both accounts used simultaneously, or was the older account already abandoned when the new one was created?

This information is essential for us to determine whether the situation falls under a prohibited multiple-account case according to the casino’s Terms and Conditions.

Thank you in advance for your clarification. Once we receive your response, we will be able to proceed with the case accordingly.

Karla

Dear Karla,

Thank you for your response. To clarify the situation regarding the accounts:

Previous Account: Yes, I had an older account created with my personal information a long time ago. However, I lost access to the email address associated with that account and could no longer log in.

Status of the Old Account: At the time I created the new account (ID: xxxxx527), the older account was completely abandoned and inaccessible. I did not use both accounts simultaneously.

Reason for New Account: I created the new account solely because I wanted to continue playing and had no way to recover the old one. I used my correct personal details on the new account as well.

My Good Faith Disclosure: Most importantly, as I shared in my previous screenshots, on February 21st, I proactively contacted Pin-Up support to inform them about this situation. At that time, I had not even made a withdrawal request.

Casino's Reaction: Despite my honest disclosure, the casino allowed me to keep depositing and playing for 10 more days. They only brought up the "duplicate account" rule once I tried to withdraw my winnings (1,096 AZN).

I believe this proves I acted in good faith and did not attempt to abuse any bonuses or rules. I hope this helps you proceed with the investigation. Thank you.

Dear Nicat_92,

Thank you for your clarification and for explaining the situation regarding the previous account.

To help us better understand the circumstances and assess the case fairly, I would kindly like to ask you a couple of additional questions.

Could you please let us know approximately how old the previous account was (for example, how long ago it was created or last used)?

Additionally, could you please clarify whether you attempted to recover access to the previous account before creating the new one? For example, did you try contacting the casino’s support to restore access to the old account?

I am asking these questions because casinos usually have strict policies regarding duplicate accounts, and understanding the timeline and your actions before creating the new account will help us evaluate the situation more accurately.

Thank you very much in advance for your cooperation. I look forward to your response so we can continue reviewing your case.

Karla

Dear Karla,

Thank you for your follow-up. Here are the clarifications you requested:

Timeline of the Old Account: The previous account was created a long time ago (approximately 1-2 years ago). I have not used it for a very long time, and as I mentioned, I no longer have access to the email address associated with it.

Attempt to Recover: At the time, since I knew I had lost access to the original email permanently, I thought it would be simpler to start fresh. I did not realize that creating a new account would lead to such a complication, especially since I used my real identity.

Proactive Disclosure: This is why, as soon as I realized there might be an issue, I proactively contacted Pin-Up support on February 21st to inform them about the old account. I wanted to be transparent before even requesting a withdrawal.

Conclusion: I did not create the new account to exploit any bonuses or circumvent rules. I just wanted to play. If the casino had warned me on February 21st when I told them, I would have stopped then. Instead, they let me deposit and play until I won.

Thank you for your help and fair evaluation of this case."

Dear Nicat_92,

Thank you for your detailed clarification, I really appreciate your cooperation.

Before we proceed further with the evaluation of your case, I would like to kindly ask you to clarify a couple of additional points:

• Did you use any bonuses (welcome bonus, cashback, free spins, or any other promotional offers) on either of your accounts — the old one or the current one?

• Could you please confirm whether both accounts were registered using the same personal details (such as full name, date of birth, address) and whether the same email address was used, or were they different?

These details are very important for us to fully assess whether there may have been a breach of the casino’s Terms and Conditions regarding multiple accounts.

Thank you in advance for your clarification.

Karla

Dear Karla,

Thank you for your follow-up. Here are the precise details:

Regarding Bonuses: I have not used any "Welcome Bonuses" or promotional cash offers to gain an unfair advantage. My play was based on my own cash deposits. However, as a regular player, the casino occasionally credited some "Free Spins" to my account after my deposits. I did not create the second account to "abuse" these offers; I simply wanted to play since I lost access to my old email.

Personal Details: Yes, both accounts were registered using my correct and identical personal details (full name, date of birth, etc.). I never tried to hide my identity or use fake information. The only difference was the email address, as I had lost access to the old one.

Transparency: As I mentioned before, I even told the casino support about this situation on February 21st. If I were trying to cheat the system, I would have used a fake name or wouldn't have informed them myself.

I believe this confirms that my intentions were honest and that I haven't breached the spirit of the Terms and Conditions. Thank you for your continued support.

Dear Nicat_92,

Thank you very much for your detailed responses and for your cooperation throughout the investigation.

I understand your point of view, especially regarding the fact that you informed the casino about your previous account in advance. However, after carefully reviewing all the information provided, I’m afraid we must take into account the casino’s Terms and Conditions in this matter.

Most online casinos, including Pin-Up Casino, have very strict policies regarding multiple accounts. Creating more than one account using the same personal details is considered a violation of these rules, regardless of the intention or whether the accounts were used simultaneously.

While we acknowledge that you acted transparently by informing the casino about your previous account, this unfortunately does not override their internal policies. As a result, we are not in a position to challenge or overturn the casino’s decision in this case.

It’s important to note that one of the basic rules of gambling is to create only one account per person. Additionally, players should create their accounts in their own name, using their own device and payment methods.

If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:

https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos

As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.

Best regards,

Karla

Casino Guru Complaint Resolution Center