The player from Brazil had won 700 reais at a casino and had requested a withdrawal, which had resulted in her account getting blocked. The casino had claimed she had used a bonus, but she had disputed this and demanded proof. After her account had been verified for almost a year, she had insisted that her balance was real and not a bonus. When we had contacted the casino for clarification, they had provided evidence of multiple accounts linked to the player's account, all of which had previously benefited from bonuses. The casino had disabled the bonuses for these accounts due to suspicious bonus usage. Despite the player's last gameplay being without a bonus, it was determined that she had violated the terms and conditions, which were detected after a KYC and AML check of her account. As a result, we had rejected the complaint as unjustified.
Pin-Up Casino - Player's account blocked after requesting a withdrawal.
Amount: 700 R$
Pin-Up Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
I won a sum of 700 reais in real money at this casino! My account is verified and I always deposit with my CPF! Today, I requested my withdrawal of 700 reais and the account was blocked claiming I used the bonus! But when I asked for proof, they have none!!! And my account is verified! I just want my balance
Hello priscilatavares550,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pin-Up Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? What kind of bonus were used by the casino's claim? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
It's been almost 1 year since my account was verified!! I asked them for proof because I always use the bonuses that the house provides but I didn't get a response!!! The balance that was there for withdrawal was real and not a bonus nor was it transformed into a bonus!! There's no logic to his response! I just want my balance because it is my right
Want to know why the casino provides bonuses for players!?? Why does it seem like the casino doesn't want the player to become a bonus??
Hello pin up casino! I want plausible proof because I want my winnings! By right my
Hello priscilatavares550,
As it is yet unclear why the casino blocked your account, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello priscilatavares550,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Pin-Up Casino to join the conversation.
Dear Pin-Up Casino,
Could you please provide clarification, along with supporting evidence, regarding whether the player's winnings were obtained with the assistance of a bonus?
Of course I'm waiting for the casino's position! Because the amount in my account is real money! And my account is verified
And in my email!??? Pinup casino! Well, it's with me that you have to have respect! Because I want to know the reasons!? Why the account was deleted! Your wish is verified!!! I use the company cell phone so there's no reason
Thank you for the email along with the evidence, Pin-Up Casino team.
Dear priscilatavares550,
After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created close one after another linked with your accounts by the same cookie, device ID, and IP. All linked accounts have previously benefited from bonuses and recently the bonuses have been disabled for these accounts because of suspicious bonus usage. Although your last gameplay was without a bonus that does not mean that you have not violated the terms and conditions which were detected after a KYC and AML check of your account as mentioned above.
Under these circumstances, I will not be able to help you further, and this complaint will now be rejected.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino Guru
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