Pin-Up Casino - Player has been experiencing technical issues.

Dear Anna2608,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you happen to have some kind of proof so we can see what was going on, for example, a video recording? Please, forward it to kristina.s@casino.guru.

Do I understand correctly that after placing a bet, the money was deducted from you, but you have never seen the result of any of these bets? Could you please clarify whether you have experienced this issue with only one specific game, or all of them?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your reply, Anna2608. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

Moreover, I see that you have mentioned a withdrawal. Do I understand correctly that this withdrawal has not been received yet? Or are you trying to imply that you haven't won anything since the withdrawal was processed?

Dear Anna2608,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.