Pin-Up Casino - Player is unable to self-exclude from the casino.

Necesito cerrar mi cuenta de forma urgente debido a que sufro de ludopatía grave y el casino no me deja debido a qué la selfie la cual me pide aparecen los datos borrosos tanto de mi celula de identidad como de la cuenta en el celular, les explicó que no puedo mejorar la calidad de imagen y les suplique que lo hicieran en el último correo que envié y aún así no quieren cerrar mi cuenta. Por favor necesito de su ayuda ya que he tocado fondo.

Dear Christian81,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that in order to be successfully self-excluded from a casino website, you have to pass the KYC verification.

When taking photographs for verification, it's important to abide by the following rules:

• The photographs should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Could you please advise which documents you provided and if any of your documents were approved in verification?

Have you specified in your self-exclusion request that you wish to self-exclude due to gambling addiction?

When was the last time you sent your photographs to the casino?

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

Best regards

Veronika

Si indique mi adicción y les pedí por favor cerrar la cuenta. Es la tercera o cuarta vez que se los pido y no quieren debido a que los.datos salen borrosos. Ayer fue la última vez que envié mi fotografía. El documento que envié fue mi cédula de identidad, la cuál es la misma que aprobada en la verificación, sólo que en ese caso la envié escaneada.

Could you please send me all the communication between you and the casino that could be relevant to the investigation of your case? Please include your account closure requests as well. My email address is veronika.l@casino.guru. Thank you.

Ok. Durante el día envío la documentación

Recién envíe los correos

Thank you for the email. However, the selfie you provided doesn't meet the requirements I mentioned in my first response.

Could you re-take the photograph with your ID and your casino profile on the computer screen in the background?

Please make sure to take a photo in daylight.

Please don't cover the ID with your hand.

Make sure that the text on the ID is visible and readable. In the photograph you provided, the text is blurred and it is difficult to verify your information.

Hello, Cristian81!

Please provide your account ID, and let me know if you have contacted the support chat regarding this situation and if you mentioned addiction?

Dear Cristian81,

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.

Por supuesto que mencione la adicción. Es más nuevamente me puse a jugar y quiero que me bloqueen, además el día de hoy jugue en 2 de sus salas rusas de black jack y literalmente me robaron alrededor de 100000 clp. Realizaba la apuesta me me las rechazaban y se quedaban con el dinero de la apuesta sin que yo haya jugado. Reclame al soporte me dijeron que si no tomaba una captura de pantalla no me devolvían el dinero, saque 2 capturas un antes de apostar y una despues dónde salia apuesta rechazada y no me devolvieron el dinero. Tengo Las capturas de pantalla de las conversaciones y de una de las salas de juego. Me dijeron que su sistema lo tomaban como que hubiese jugado y perdido siendo que realicé la apuesta pero no jugué. Necesito la devolución del dinero que no jugué y me lo ROBARON !!!

Hello, Cristian81!

Please provide your account ID

Dear Christian81,

Has there been any update in your case since the casino became involved in resolving your complaint? Please let me know.

Ninguna

Thank you very much, Cristian81, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Please write to the technical support chat and provide the exact time when the funds were not returned to your balance. The technical support operators will create a task for the specialists to clarify this situation with the game provider.

Regarding the account block.

We have reviewed your messages in the chat and did not find any information about gambling addiction. We can block your account through this forum, or you can inform an operator in the chat, and they will block it for you. However, we want to warn you that this should be done after resolving the situation with the game provider. If there was an error and your account gets blocked, we will not be able to credit the funds to you.

Dear Cristian81,

I absolutely appreciate that you shared your experiences with the Casino Guru team.

Dear Pin-Up Casino team,

I kindly request that you close the player's account promptly to prevent any further loss of funds, considering you are already aware of his addiction.

Hello, Jozef!

We can do this now, but then he will not be able to recover the money lost in the game (if confirmed by the game provider) since the account will already be blocked.

If Cristian81 confirms the block, we are ready to block his account. He just needs to specify the time frame.

Estimado: Favor bloquear por acá. Con respecto al ROBO sufrido de aproximadamente 100.000 clp se los regalo ya que por el chat me dijeron que ese dinero fue apostado y jugado, lo cual no es cierto, ya que fue apostado, la apuesta fue rechazada y me descontaron del saldo MI DINERO que nunca fue jugado. Favor bloquear de inmediato. El Peor Casino en el cuál he jugado. El bloqueo lo quiero por siempre

Dear Pin-Up Casino team,

Please inform us when the account is closed. I trust you understand that the timeframe is not up for discussion, as the reason - a gambling problem - speaks for itself. Be aware that after a player informs the casino about having gambling issues, such an account should be permanently closed without a chance to reopen. Funds and everything can be settled after; the first focus is to not allow the player to incur further losses. Since such a player cannot control their actions and may lose further amounts.

The account has been permanently blocked.

Dear Cristian81,

Is there anything I can assist you with?

Estimado Jozef, muchas gracias por su ayuda, pero ya me bloquearon la cuenta que es lo que quería.

Dear Pin-Up Casino team,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Cristian81, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot . An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef