Pin-Up Casino - Player’s account has been blocked.

REGISTERED ACCOUNT FOR YOURSELF, MADE MONEY, WON 30k!

put on the withdrawal, they take and block the account.

No one explained anything, but I violated something, but I didn’t find out the reason from them, but I’m sure that I didn’t violate anything, blocking without explaining the reason and embezzling money. That’s the whole story.

Dear Rubato,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

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

Best regards,

Petronela

Hello, on May 28, I registered an account, filled out all the data, uploaded a photo, made a deposit, started the game, played slots, won and put it on withdrawal, after the withdrawal was canceled and asked to take a photo with a passport and send it to them by mail, I sent it to me in return SMS indicated that it was blocked for a violation. I began to find out, I wanted to understand and solve the problem, I wrote to all of them wherever possible, but no one gave the reason, and no one even talked to anyone. That's all.

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

Hello Rubato.

I am sorry to hear about your troubles.

I would like to invite a casino representative into the case.

Please explain to us what happened and the reason for blocking Rubato's account.

We would like to ask the Pin-up Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings.

At my request, experts once again checked the reason for blocking the account. The account was blocked for providing fake documents for the verification procedure. This violation is serious enough, so the account cannot be unlocked.

We have already gone through this, I don’t need an account from you, but the money that you appropriated for yourself, and on a similar forum I asked you to argue your words, you couldn’t, without answering anything. The administration of this forum also wanted to make sure of this violation, but here you also could not. There is no interest in dealing with you.

Dear casino representative, could you please send me the supporting evidence regarding this case: matej@casino.guru

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings!

Unfortunately, we are not able to provide the client's documents, as this is against the Privacy Policy. Even in this situation, we cannot do this, we cannot send them to the administration in a private message either. This will be regarded as a leak of information and its intentional distribution.

As proof, below will be attached a screenshot from our partners - the sumsub service, who carry out customer verification.

Dear Pin-up casino representative.

I hope you understand that we cannot accept your picture as proof for apparent reasons.

(the text is not linked to the Rubato anyhow, it is just a text, we don't know anything about the software/partner, etc...)

Luckily there are several ways how to solve this situation.

1. Rubato will send us the same documents that he sent to the casino, then we forward them to the casino, confirm that the documents are the same, and then analyze them.
2. Rubato will confirm here that you can send us his documents.
3. Rubato will sign a Power of Attorney with us - we will legally represent him, and therefore we should have access to his data.
4. We can make a verification call and check the documents on camera. (faking images is one thing, but it is much harder to fake a real IDs)
5. Rubato can contact the licensing authority directly.

So which option do you prefer?

Rubato, you can choose what fits you the best too.

Dear Rubato,

We are extending the timer by 7 days. Rubato, please, decide what you would like to do next. Otherwise, I will close the complaint.

Method 2.

Hello, I confirm and give consent to the casino to send my data to the administration.

After the administration receives the data, I will be ready to confirm their authenticity by video call.

Dear Pin-up casino representative, could you please consider the options that I offer to continue with this case?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello!

Unfortunately, providing documents to third parties in any form is outside the rules for us

Dear, Rubato, we apologize for any inconvenience caused. Your account has been unblocked. You can withdraw your money

Dear Rubato, could you please confirm that you have access to your account and can withdraw the money?

Hello, I have unlocked my account and am waiting for the withdrawal of funds.

Thanks, Rubato. 

Please let me know when you receive the money.

Hello, I don’t know if I can get them at all, the casino has a 24-hour withdrawal period according to the rules, and so every day the application is canceled, then they fail due to technical problems, etc. and they ask to re-create and so for 4 days in a row the same thing.

Dear customer, please do not cancel the applications yourself and wait for the last application to be processed. If it will canceled not because of your cancellation - please contact again

Hello, what if I don't get them at all? 4 days cancel requests for withdrawal citing failures and errors and ask to re-create

Don't worry, you will definitely get your funds. If the difficulty continues, we will deal with it.

Dear Rubato and Casino representative:

Could you please investigate why the withdrawals are being cancelled?

The casino believes that Rubato cancelled them, and Rubato stated that a bug or technical failure cancelled them. Is there any other option how for withdrawing the winnings?

We see that the current payout has been rejected again. On this occasion, we contacted the payment provider, he recommended using other methods or cards for withdrawal.

So please try to use another card to withdraw funds or use any other available method and please let us know if the difficulty occurs again

Hello, I tried all the cards that I have to try.

And tried other methods too.

Specify this rule of yours or provider that you can withdraw to those details from which there was a replenishment.

I made the replenishment by the method, the usual transfer of money to your MIR bank card number, from my bank in my personal account.

And in the withdrawal request I indicate the card that comes from my bank.

And on this I do not know what else does not suit.

Or I, like in roulette, need to guess with the conclusion too.

This question should be solved by the casino, I provided cards and wallets.

How many applications do I need to create, I still do it for 4 days)

Hello!

We see that the current application is being processed, you should expect funds to be credited.

Dear Rubato, please let me know when you receive the money.

Hello, part of the money has been received, I'm waiting for the rest, but something doesn't work again, I indicated the same details, I'm waiting for the rest of the funds.

We see that you have recently created a withdrawal request, please wait for the receipt, and do not cancel the withdrawal request within 24 hours.

Money received! Thanks to kasinoazov for this!

Dear Rubato,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.