HomeComplaintsPin-Up Casino - Player’s account has been closed.

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

Amount: 2,000 R$

Pin-Up Casino
Safety Index:Very high
Submitted: 13 Aug 2024 | Case closed : 30 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Brazil had their verified account blocked by the casino without any explanation, and all their funds remained inaccessible. They expressed frustration over the situation, stating they were willing to verify their identity further. We extended the response time for the player to provide additional information but ultimately had to reject the complaint due to a lack of response from the player.

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3 months ago
Translation

It has been less than four months since I started playing at this casino, and they simply blocked my account without any explanations, with all my funds still in it! My account is verified! I'm the one who deposits into it! I can even do a verification via Skype! My ID is this, and I bought this phone not even four months ago... this is an injustice.

Automatic translation:
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3 months ago

Dear lorenzo123322,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise when exactly was your account blocked? 
  • How did you learn about your account being blocked? 
  • What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
  • Did you achieve your current balance with the help of a bonus? 
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas


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3 months ago

Dear lorenzo123322,

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.

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2 months ago

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.

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