Pin-Up Casino - Player reports unauthorized withdrawal.

On 2nd august my pinup account has 48564₹ . A unknown withdrawal of 48000₹ has placed when the site is showing technical maintenance time . The withdrawal amount has got succeed when I am able to re login the account. I have not shared my id password to anyone and not login to any other device. I am using pin-Casino from last year and this is the first time when I won this large amount and my account has unknown withdrawal without requesting any one time password.As whenever I request to withdrawal funds pinup always required one time password.I think this is a fraud with me. Please check and help me.

I am sharing the screenshot of withdrawal and chat of pinup agent

Dear luckypartner36,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you withdrawn from the casino previously?
• Which deposit and withdrawal methods have you used in the past? Are they recorded in the transaction history of your casino account?
• Have you informed the casino about an unsolicited withdrawal request? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

1.I have withdrawn previously but not this time

2. I used UPI for deposit and IMPS transaction for the withdrawal.They always ask for one time password sent on my mobile but this time no otp was sent to me but the withdrawal was successful.

3.I have informed pin-up.casino about the transaction and they are saying to wait for the ticket solution.

4.

Thanks for your reply.

Could you please share a screenshot of a successful IMPS withdrawal made before 2 August 2024 with the status date and details visible from your transaction history?

Okay I will share the operation history

Thanks for the reply.

Has casino support addressed your ticket yet? With what result?

pin-up.casino customer support agent always say that--

I appreciate your patience ❤️ TS-1461296 ticket has already been created for your issue 🙌 I have spoken to my Finance Department assistant and your request is now under consideration. I want to tell you that a little extra time may also be required..

Whenever since 2nd of august chat with them always they replies same as above.

I ask them since 2nd august to share the IMPS transaction detail they promised my to share the details but still today 17th august they have not shared the detail. Now if they share the details what I can do with these detail because they have taken a very large time. So the bank can't reverse the transaction . But the agent of pin-up.casino always repeat the same message.

Please give me it's a huge amount won by me since the last year when I started playing at pin-up.casino

Thank you very much, luckypartner36, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you luckypartner36 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pin-Up Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player recover their winnings.

Thank you!

I am sharing the session history of different device log in into my account on 2nd August and the pinup agent told that not every time they required one time password. Why they required always if I do withdrawal from my account. And what I can do with the UTR number as shared above publicly. I have asked today from the bank the official said that we can't help you because the money was not debited nor credited to your account. If you gave money to someone without authorization and after that you share the UTR number after 3 weeks their is a zero chances of returning the money if my bank account is not credited with that money. It's your responsibility to return my funds as my fund's security is at yours hands. Why you share the UTR number for confirming the transaction with others account. It's not fair. In this transaction their is an unknown IP address as 223.188.248.163

I have also registered against pin-up.casino a complaint to cyber crime website.

Hello!

Since there was no password change when this "unknown IP address" accessed the account, it means that the person either knew the password for some time or had access to it. We do not bear responsibility in such cases, as stated in our user agreement, specifically in clause 9.3. This clause specifies that we are not liable for any damage or loss, including but not limited to the loss of data, revenue, prestige, or reputation, as well as any other losses that we cannot foresee.

Thank you for the clarification Pin-Up Casino representative.

Dear luckypartner36, as mentioned by the casino it is your duty to keep all your login information confidential. If the person who got a hold of your account knew them there is no way for the casino to detect if it's you or not. I understand the frustration but there isn't much we can do in this case to assist. Due to these reasons, we will reject the complaint. 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.

Kind regards,

Peter