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

Even though I confirmed the amount was 1000 manats, they are making baseless excuses and blocking my account. If they wanted to block me, why didn't they do it when I made the deposit?

Dear Samir249,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I’m afraid I will need more information regarding your problem. Please could you elaborate?  

I will be waiting for your reply patiently. 

Best regards, 

Veronika

I won money, I couldn't make a statement to confirm the account. After verifying the account, I wanted to withdraw money, they blocked it and said that you have registered with an address, so why don't they block it when making a deposit?

Please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Dear Samir249,

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.

My account has been blocked so I can't send you the customer support link

I will send the letter to the blocked e-mail, there is an id in my account

and I spent money once

I have a screen shot of all this

I am asking you, Veronika, to help me

I am sorry but I have not received any evidence from you. After your account was blocked, did the casino send you any emails with the explanation?

Moreover, could you please explain in more detail what you mean by saying "they blocked it and said that you have registered with an address"? What address did you register with? Were you unable to verify your address during the KYC process?

it's not necessary, I'm looking at it, it seems that you are in agreement with them

I’m sorry to hear that you feel this way. I want to assure you that our goal is always to objectively resolve complaints and provide a fair mediation between players and casinos.

Our team is dedicated to thoroughly investigating each case by gathering all relevant information from both parties. This helps us ensure that we can make informed and impartial decisions. We understand how frustrating these situations can be, and we are committed to assisting you to the best of our abilities.

Please reply to my previous questions and send me all the evidence that could be relevant to the investigation of your case. Your cooperation is crucial in helping us understand your situation fully and work towards a resolution. Without the necessary evidence, we may not be able to proceed further, and your complaint could be rejected.

I just got a message from pinup asking what is the RRN code

I'm glad to hear that the casino contacted you. Have you provided them with the RRN code as requested?

I still have not received any emails from you. If you want us to proceed with the investigation of your case, please forward me all the relevant communication between you and the casino as well as any other important evidence at veronika.l@casino.guru. Thank you in advance for your cooperation.

Dear Samir249,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.