The player from Mexico had her account blocked during a larger withdrawal process. Despite having provided various proofs of identity and bank statements, the casino had raised concerns about the visibility of the credit card number and then claimed the player was not the account owner. The player believed the casino was using these issues to avoid returning the 2,518 pesos in her account. The casino had requested a photo of the printed bank statement with the bank stamp and the employee's signature. The player had provided the documents and after some back and forth, the casino had reopened her account and transferred her the full amount. The issue had been successfully resolved.
Pin-Up Casino - Player's account blocked during withdrawal process.
Amount: Mex$2,500
Pin-Up Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
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Upon my registration and verification at the casino, I made deposits and withdrawals with no significant issues. However, when I attempted a larger withdrawal, they requested my bank statement with the visible number of my credit card. I explained that my bank does not provide bank statements in this way (since a card can be misplaced or the chip damaged, but the bank statement shows both the deposits and withdrawals I made in their casino).
All of this occurred on March 20th.
I had to wait until April 14th, the end of my bank account's monthly cycle (from the 14th to the 13th of each month) to send them the statement showing my transactions with the casino, Pin-up, which turned out to be a scam.
Once I was able to download the bank statement from my bank's app and send it to them, they replied with the same message that the credit card number was not visible.
When I reached out to the casino's chat support team, I was informed they couldn't resolve the issue and that I should persist with the casino's support email.
I sent them the bank statements again yesterday, and the casino responded that they would analyze my case. This morning my account was blocked; I was unable to enter the casino using my password. Moments ago, I received a message accusing me of forging documentation or that the account was not mine - despite me providing them with my ID and the bank statements (which had a QR code and were under my name).
They used this to deny returning the 2,518 pesos I had in my account.
The worst part is that first, they claimed that the problem was the credit card number not being visible on the bank statement, and now they are insinuating that I am not the account owner - even though I can send them a selfie for proof.
I am uncertain if I can retrieve my money or if you can assist me, but what is certainly irritating is how such a fraudulent casino seems to have a high rating - the primary reason I decided to try my luck there.
I have attached documents with evidence of my deposits to the casino from my bank statement, screen captures of account transactions when I still had access to the casino, and my Mexican identification all with QR codes for further security.
I hope you could lower the casino's rating to prevent other players from being exploited in this way.
As a gambler, one accepts the risk of losing, but it is unacceptable for a casino to fabricate ludicrous excuses to rob you and then block your account, especially when you have funds in it.
Initially, they complained about the card number on the bank statement (even though I sent them a bank statement showing the transactions at the casino and a QR code). Later, they claimed I was not the account owner, pushing me to go as far as offering to send them a selfie with my credit card to get my money back.
Hopefully, you can assist me in recovering my money. If not, I trust you will take into account my complaint to lower the casino's rating.
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6 months ago
Dear maricandimaldonado,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do I understand correctly that your account was verified in the past?
Also, do I understand correctly that the casino blocked your account based on your bank statement?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
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.
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6 months ago
Translation
The last email from the casino
Hello!
Your account has been blocked for violating one or more clauses of the User Agreement, in particular clause 7.11. "It is prohibited to present falsified documents or documents that actually belong to someone other than the actual owner of the account during account verification or other verification activities carried out by the Site Administration. Without a doubt, the Site Administration will consider such actions as fraudulent and we will be forced to immediately deny access to the services website and block your account."
The account cannot be unlocked.
Sincerely,
PIN-UP Support
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Common sense I can take a selfie and a video with the bank statement or statement or with the plastic card with which I deposited funds at the casino and it is shown on the account statement I sent. Likewise, I can send a selfie with my ID so that they can be sure that it is me.
Thank you very much for helping me really, Kristina, but it is degrading how the casino expresses itself about someone even questioning in the last message that I falsified documents, (the account statements have a QR code and likewise in the last sheet of the statement of account has the necessary documentation to download the tax treasury document in Mexico called SAT is tax treasury)
I don't think I have contact with the casino anymore, Kristina, you see that he told me that my account can no longer be unlocked since what else can I do, I only ask that the casino's rating be lowered, if I opened an account in that fraudulent and disastrous casino pin-up was because of the rating I saw on the guru portal.
So that no more people fall into the clutches of this casino.
When they see a player who can beat them in the long term, they block him by making excuses as stupid as the one they made with me.
Example.
- Saying that they needed my bank statement where the transaction movements I made at the casino could be read and the plastic card number could be read.
- When I said that I would wait for my bank account to be cut off, which is every 13th of each month, when I send it and they see that the deposits I made at the casino actually appear, they think of another pretext to cancel my account.
- They block my account, the casino tells me that I am a scammer and forger of documents, or that the account belongs to someone else.
It's easy to solve this and realize their lies. I only ask for common sense from the casino and they realize that it really is a miserable casino. They want a selfie. I sent them one with my identification regulated by Mexican law. The bank account is in my name María Candelaria. Maldonado García, the same person who would send them the selfie and with my identification in hand (today this is requested in many digital banks).
Let them not invent excuses.
They blocked my account, they don't want me to play in their casino. Ok, I'll leave the pin-up casino happy, but give me my money back.
Kristina I have been playing for more than 20 years in physical casinos in Mexico and more than 10 in online casinos for entertainment and it is the first time that I have suffered theft and offenses from a casino, and honestly I also offended them when I saw what they really are. scammers
Kristina, I thank you very much for your support in this matter, and believe me, I am not a bad person, but something I hate is lying and taking advantage of other people's money. As a bettor, you know that you can lose and the risk is normal, but that They don't let you withdraw what you earned or recovered and 1 month later I was waiting, so that they had the pdf account statement in their hands, saying that I forged documents or that my account belongs to someone else, me telling them that I took a selfie and them They don't care, they didn't take my comment seriously, it's really annoying and I hope you understand me, something I hate is theft and taking advantage of others.
- Regarding your questions, Kris, if the account was verified, I have made 2 or 3 withdrawals with the pin up casino. In fact, in the account statement you have, Kristina, the casino deposits appear, if you cannot identify them, I will mark them for you.
- If the casino says that I forged papers and that my account belongs to someone else, that is what they told me in the last message I posted above. I can send a selfie with the ID legally in Mexico and the bank account is in my name.
- I don't think I have any more contact with the Kristina casino, they themselves say in the last message that my account can no longer be unlocked.
I repeat, I thank you very much, Kristina, and I'm sorry if I went on a bit, especially if you see my annoyance, but believe me, what they do is horrible, 2,500 is a lot of money, but if you're lucky and win, for example, 50,000 dollars, they will suspend your account. It is a dangerous casino.
Thank you
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6 months ago
Thank you very much, maricandimaldonado, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
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6 months ago
Hello maricandimaldonado,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I understand your frustration with the whole situation. We do list that Pin-up Casino does have a strict verification process (many documents are required), but the casino needs to follow certain rules and regulations as well. Know Your Customer (KYC), along with Anti-Money Laundering (AML), constitutes a very important and essential process, and these processes can sometimes be a bit lengthy and require some specific documents.
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,
Can you please provide more information on how you determined the player provided a forged document? If the information can't be shared publicly, please send it to me at michal.k@casino.guru
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6 months ago
Hello, maricandimaldonado!
Our specialists have detected signs of document forgery. They are ready to reconsider the verification process if you provide them with a photo of the printed bank statement with the bank stamp and the employee's signature via email for the requested period.
Hello, Michal.
We have sent you an email with more detailed information. Currently, we have proposed an option that may help clarify the situation.
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6 months ago
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I had to send an email to pin-up casino to their support because I did not receive any email from them checking spam and there was no email from them as they mentioned. I sent my account statement that they requested, for the 5th time because I would have already sent it to them 4 times.
I send screenshots of the last sheet of the account statement that I sent where the QR code and digital seal appear from both sat (doing taxes in Mexico) and banxico (Central Bank of Mexico, giving total legality as an account statement valid by law in Mexico.
And above all, easily verifiable on any page of these organizations on any official site in Mexico or with a cell phone camera with the QR code.
Pin-up casino I add the page where you can confirm this account statement and any stamp by sat hacienda in Mexico.
Verificacfdi.facturaelectronica.sat.gob.mx
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I copy and paste the message that I sent to pin-up casino the written message of the capture that I added in this message, which is the email that I just sent to pin up support (The PDF is the last account statement where the deposits appear and the withdrawals you make with pin-up casino) and the last sheet of the account statement is the screenshot that you also added in this message.
Pin up comments on guru casino they sent me an email (nothing arrived in my email, I also checked spam) I sent the requested account statement showing withdrawals and deposits that I made in their pin-up casino app and website as you can see in The last sheet has everything related to it with a digital seal and QR so that you can verify its legitimacy in my name María Candelaria Maldonado García.
Regarding the fact that they ask for the signature of a bank employee, it is impossible, that is from 1990, no bank today gives you a bank statement with that signature of a human collaborator of the bank, that no longer exists today, they put the digital seal and its respective QR to validate its authenticity. Digital seal and QR that is valid by Banxico (central bank of Mexico) and sat (tax treasury in Mexico). It has all the legitimacy by law
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Well, waiting for the money that was left in my account to be returned to me. And be able to solve this problem.
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6 months ago
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I uploaded the PDF when I made this complaint to pin-up casino, anyway I will send it again to Kristina and Michael in their emails, thank you
I also add in this message a verification screenshot of the treasury portal in Mexico that everyone can do with their cell phone camera with the QR code (it will take them to this portal and the data filled in) and they will be able to verify the account statement that is in my name . I repeat, you only need to capture the QR code with your cell phone camera and you will be able to verify that the account statement is in my name.
There is no such thing as a fake pin-up casino
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6 months ago
Hello, maricandimaldonado!
The option with a photo of the printed bank statement with the bank stamp and the employee's signature was suggested to me directly for you, without sending you the email I mentioned earlier. A printed statement is an alternative to the PDF statement; specialists will not accept anything else. Regarding scanning the QR code, we do not perform such manipulations because the code may contain a virus.
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6 months ago
Dear maricandimaldonado,
Thank you for your comments and the provided evidence. Although I can agree with you that nowadays banks issue documents in electrical/digital form, your bank should be able to provide you with a paper-printed bank statement with the bank stamp and the signature of an employee when you request it. This would be undeniable proof and is crucial to move with your complaint further.
Dear Pin-Up Casino,
I have sent you an email with additional information and am awaiting your response.
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6 months ago
Hello, Michal.
We have received your email and have provided a response to it.
Thank you for your understanding.
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6 months ago
Dear Pin-Up Casino,
I have responded to you.
Dear maricandimaldonado,
Please let me know once you obtain the bank statement with the bank stamp and the signature of an employee and add my email michal.k@casino.guru in the "Cc" when you send it to the casino team.
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6 months ago
Dear maricandimaldonado,
Thank you for the provided document.
Dear Pin-Up Casino,
Hopefully, this was the final hurdle for the player and once you verify the documents, you will proceed with the withdrawal.
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6 months ago
Hello everyone,
Due to the holidays, our specialists haven't had enough time to review the documents and promise to do so in the near future.
We apologize for any inconvenience caused.
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6 months ago
Dear maricandimaldonado,
The specialists have reviewed the documents and requested all pages of the statement from you, not just the three you sent.
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6 months ago
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Hello, I returned to the bank today so that the bank could validate all the stamped sheets of the account statement one by one, which are 12, and I am sending the cover of my bank account with the bank's signature and with the bank's stamp, I hope with This is enough and I get my money back. Thank you
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6 months ago
Dear maricandimaldonado,
Thank you for providing additional documents.
Dear Pin-Up Casino,
Hopefully, the provided additional documents fulfill the requirements, and this was the final hurdle for the player. I trust once your specialists verify the documents, you will proceed with the withdrawal as soon as possible.
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6 months ago
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Hello, the pin up casino sent me an email requesting more visible photos or to scan them. I chose to send a photograph with the best clarity. My cell phone is a Redmi 12s with the quality it allows in the form of a document. Thank you.
I hope pin-up up casino with this is enough to be able to open my account and recover my money in it.
Thank you
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6 months ago
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The casino already opened my account and 12 hours later transferred my full money to me 5 hours ago. I hope that if I play at pin.up casino in the future I won't have any problems verifying my documents correctly now and paying me my money. I hope I no longer have pin.up problems in that regard.
Thank you pin up casino for being legal to open my account and return my money, just try to be faster and have better, more effective communication with your clients.
Thank you Michael and Kristina guys from Guru Casino for providing support and support to players and improving the service of the casinos and improving errors like on this occasion and to this community called Casino Guru, thank you for existing, I will continue to contribute as much as I can to this community.
Thank you Guru Casino
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6 months ago
Dear maricandimaldonado,
Thank you for the update. Pin-up casino team informed me yesterday via email that your account verification was done successfully and your withdrawal was processed. They could not post a public response in the complaint thread due to some unexpected issues with our forum for them.
Anyway, I'm glad that we have come to a successful resolution of your complaint and that you have received your winnings. I trust you will be able to withdraw in the future without any issues, but if not, feel free to turn to us again, and we will do our best to help.
As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. 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,
Michal
Casino Guru
