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

I deposited ₹4000 in this casino.

Now my balance is 2900.

Now I'm trying to play it is showing that I'm not allowed to play any kind of game on this casino.

On talking to the customer executives they are saying they have found some suspicious activity on my account And that is the reason they have freezed my account.

On my deposit I have not claimed any kind of bonuses.

Please help so that I can withdraw my money.

Dear Harsheet99,

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)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi,

I have deposited my money in the month of January so since January I am playing on this website.

I have played live live casino games.

And know they're not allowing me to play

Hi,

I am still waiting for your reply please look into my case and help me in getting my money back.

Thank you for your reply. Could you please advise if you were asked to provide any personal documents to verify your casino account? Have you completed the KYC verification, please?

Hi,

No I have not been asked for the KYC.

They simply blocked my account and is not allowing me to play further.

Thank you very much, Harsheet99, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Harsheet99,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Pin-up Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Pin-up Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello!

The player's account has not been blocked, but the bets are really limited

Dear Harsheet, we see that when you contacted the chat on the site, you only greeted the specialists and no longer answered them, therefore, you did not receive any information about this situation 🙁

Now you need to go through the basic KYC procedure with the additional provision of a selfie with a document in your hands against the background of your account. You must first fill account profile with data that matches your documents

You can get detailed instructions for your case in the support chat on the site or, if it is convenient for you, we can send instructions to the email that you indicated as a contact. How will you be more comfortable?

Hi,

I didn't only greeted the executive, I waited for them 15-20 mins but there was no reply everytime.

Every time it showed there were no executives everyone is busy right now.

I want to know one thing why are my bets subject to limited?

What if I play more and my balance goes 0?

Why am I supposed to do the KYC prior to withdrawal?

Later if I win I am sure that I will do my KYC and verify my account to make withdrawal but right now yoga is have put limitations on my gameplay only so how am I supposed to play now.

So remove the limitations so that I can play and if i won I will upload all the required documents but if my balance becomes 0 why am I supposed to share my documents with you guys without any new reason?

Sometimes there is a big load in our chat, in connection with which the operators do not have time to respond immediately. In any case, questions can be asked immediately, and later, without waiting for an answer, you can connect to the site and read them in history. The history of correspondence is saved

As for the rates - they are limited precisely in connection with the ongoing verification

As soon as you pass it, bets will become available. The scope of the current verification is limited to the basic KYC procedure, in addition to which you need to attach a selfie with a document in your hands against the background of the "Profile" section on our website. The conditions for the verification procedure are determined by our security service, so please go through it and you can continue betting and withdraw funds

Please tell me, is it more convenient for you to receive instructions by email or can you contact the chat on the site to clarify it?

Hi,

See the things don't happen the way you always wanted to happen.

I do play in many other casinos too they don't have any such rules like you guys have that we have to do the KYC to prior to the withdrawal.

Now the thing is I don't trust you guys anymore I don't want to play at your casino anymore.

So kindly refund the leftover money that is there available in my account right now that is Rs2900

I hope you will do the needful.

Dear Harsheet99,

The casino is allowed to ask you to go through the KYC procedure if they are suspicious of anything illegal or if they just want to verify your identity. This is a standard procedure in any casino. Please follow the instructions provided by the casino.

Thank you very much for your understanding.

Please let me know once you provide the casino with the necessary documents.

I am looking forward to your response.

Kind regards,

Stefan

Dear Harsheet99,

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.