Pin-Up Casino - Player has been accused of opening multiple accounts.

My account was locked with strange circumstances. This is the first time I've experienced this kind of casino behavior. I did everything according to the requirements of the casino, but they refused me service, and then ignore me! It's unfair.

My winning and deposit are $1,800.

$1,400 withdrawal limit. I was trying to get $1,400 allowed. I received a request to provide documents for verification. I provided a photo of a passport and a selfie with a passport in my hands. The next day, my withdrawal was canceled. In the chat, I was advised to send other photos. I made new ones and sent them. After, I got 2 letters. The first reported that my account was blocked and the funds confiscated. In the second, the reason for the blocking was indicated - the duplicate account. Of course, I did not create a second account, and none of my family too. I ask you to ask the casino for proof of their charges because they ignore me. If they don't give you any proof, they have to give me my money back.

Dear TovarCh,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Have you redeemed any promotional offers in this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Good evening. My wi-fi is secure with a password, so neighbors could not use them. This is excluded. I live alone and no one uses my laptop, so using my IP by another person is impossible.

Yes, I used the first deposit bonus on this link https://www.pin-upua.com/ru/promo

Thank you very much, TovarCh, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear TovarCh,

I looked at your complaint, and the provided screenshots of your e-mail communication with the casino. I will try my best to resolve your case as soon as possible.

I would like to invite Pin-up Casino into this conversation.

Dear Pin-up Casino,

Can you please clarify the situation, and provide any evidence on the player’s alleged duplicate accounts? Please forward the supporting evidence to my e-mail address andrej.p@casino.guru.

Like I specified in the mail I sent you, I asked you to load the verification documents into the casino system.

Please do so, and everything will be fine.

I can't upload documents because my account is locked. I can't log in. I emailed you the documents. If you want uploaded documents on the site, give me access to my account.

Dear Pin-Up Casino,

Can you please confirm that you have received the requested information from the player?

We received the mail, and we replied to it, still no answer

Dear TovarCh,

I kindly ask you to reply to the e-mail the casino sent you.

I received 2 request from the casino. In accordance with these requests, I sent a selfie where you can see my Pin-Up account, passport photo, 2-3 pages of passport photo, selfie with passport.

I hope that this will be enough to complete verification.

Great, let me see from my side and I will write to you shortly.

Thank you for your compliance.

As I heard from the Support department, the issue was solved on the 14/01/2021. Please confirm

Dear TovarCh,

I would like to kindly ask you to let us know whether the issue has been in fact solved.

Dear TovarCh,

We are extending the timer by 7 days. Please note that in case you fail to update the status of your complaint in the given time frame, we will have to reject it. Looking forward to hearing from you.

Unfortunately, even though we assume that this issue has been resolved, we are forced to reject this case because the player stopped responding to our messages and questions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request.

We received this e-mail from TovarCh:

"My problem is completely resolved, I have no complaints about the casino. Thank you for your help."

Thank you, TovarCh, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru