Pin-Up Casino - Player's account is blocked without reason.

Good day, today the PIN UP casino blocked my account without giving any reason. They told me via email to contact live chat, where they said they reserve the right not to disclose the reason. Additionally, they informed me that my money would not be refunded. Therefore, I am lodging my complaint as they have not provided any reasons for their actions and have not allowed me to withdraw my money.

Dear Carmen123,

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 which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Was your account verified?
• Do I understand correctly that you didn't receive any clear explanation regarding the blocked account? 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.

Very good morning Kristina

•In my account I focused on slot games and sports betting.

• My account was verified correctly in both the standard verification of my account that asks for the Identity Document and the facial verification in real time and my account was verified and I was playing for several days correctly. Afterwards they asked me to carry out an additional verification of my account which is done by mail as usual and which they asked me for several documents which I sent without problem and correctly and the casino accepted them since they never informed me that my document was rejected or send the document again and send everything they asked me correctly

• The casino refused to give me an explanation why my account was blocked, the response by email was for me to contact the Live chat for more information and I did and they told me that the casino reserves the right to give explanations and so on. same to refund the money into the account according to their terms and conditions in paragraph 7.7. After a few hours I received an email from the casino telling me that the reason is because I did not pass the additional verification. But they did not specify which document was rejected or which document. They already need me to send everything in accordance and that they would not refund my money due to the repeated violation of the conditions of use. But they do not specify what violation I supposedly committed nor do they provide me with details of what I did and I have all the necessary proof of what I say

• ok I sent all the tests to your email

Thank you for your reply, Carmen123. Could you please clarify the dispute value of $150? Is this the amount of money you have in your casino account?

Did you accumulate your winnings with or without an active bonus?

Very good morning Cristina

If correct, the value of my dispute is 150 Usd.

If it is the amount of money I have in my account at the casino

It is not an accumulation of profits from any bonus

I deposited 150 USD in my account and after making the deposit they did not allow me to play or bet on anything in my account

Thank you very much, Carmen123, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello Carmen123,

I am so sorry to hear your account got blocked. I will contact the casino and try 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 resolving this complaint.

Dear Pin-Up Casino,

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

Thank you in advance for providing the information.

Hello Stefan!

The client's account has been blocked in accordance with rule 7.7, which states:

We reserve the right to suspend your access to the Website and block your account at any time without prior notice if we detect any suspicious activity associated with your account. In such case we will be under no obligation to refund or compensate any funds remaining on your account balance. We reserve the right to inform any relevant authorities of such activities, and you agree to fully cooperate with us to investigate them.

The client failed to pass the additional verification when they were sent a request to undergo Liveness verification.

Very good day everyone but what he does is not fair.

casino that they do not refund my balance for no reason, only justifying that they reserve the right to give explanations since they do not tell me what activity I carried out so that they do not refund my money and regarding the additional verification they do not specify what document they need Or what document was rejected or that it was sent again, they only justify saying that it did not pass the verification and they do not specify which document was rejected or why? It is unfair, this deserves to lower the casino's rating because it is an arbitrary activity to do this. 1: They do not give reasons why they block and do not refund the money or why the verification does not pass or what document they need.

Dear Pin-Up Casino,

Thank you for your response and the information provided. Could you provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hello, Stefan!

We have sent you an email regarding this situation.

Hello, could you make public that evidence that the casino sent you by email to know why you supposedly violated their rules as they say, which is false because they have not sent me any explanation or information as a customer, it is absurd.

Hello, everyone, could you publish that evidence that the casino sent you by email that supposedly says that I violated its rules because it has not given me any explanation, much less proof of it, which as a client I should by right do so, thank you

Hello Carmen123,

I was not provided with any evidence due to the GDPR.

Dear Pin-Up Casino,

I have responded to your email.

I'll be awaiting your reply.

Hello, Stefan!

We have sent you a new email with a more detailed description.

Dear Pin-Up Casino,

I have responded to your email.

I'll be awaiting your reply.

Good morning everyone, could you give me information about my case about my case?

Hello!

We have responded to your email.

Dear Pin-up Casino,

Thank you for your response and the information provided.

I have responded to your email.

Hello Carmen123,

Could you state what was the verification process? Has there been any verification call?

I'll be awaiting your reply.

Good afternoon Stefan

The verification process was first the one I carried out on my account

Which was verified correctly since my account was completely verified

After that the Casino asked me by email that I had to go through an additional verification process as usual

in which the Casino asked me for a real-time facial verification which I performed correctly

Then he asked me: The contract of my mobile operator to the number I registered on my cell phone which I also sent

Then he asked me: Public services receipt showing home address, which I also sent correctly.

Afterwards he asked me: Extract or Screenshot of the Deposits made in my account which I also sent correctly

Then it asked me: The Name marks details of My computer on which I place bets and the IP addresses to which I connect and also send them All the information they requested of me

After that, the casino notified me that my account was blocked and that they would not refund my money.

At no point did the Casino tell me why it had not been verified or what document they needed or if it needed to send new documents for verification, it only EXCUSED itself in a very VAGUE way, saying that it had not passed the verification without any explanation.

The Pin Up Casino has never made a Verification call to me and did not notify me at any time or by any message or email that they were going to call me for verification.

And I have all the proof of the messages that Pin Up sent me

Dear Pin-Up Casino,

I responded to your email.

Hello Carmen123,

It appears that the verification call actually took place. Could you comment on this?

I'll be awaiting your reply.

Good day, regarding the verification call, I have not received calls from the casino since the casino did not notify me that it was going to make a verification call and if you want to make verification calls you can do so, I will be attentive. I have not received calls from the casino at any time and they never notified me that they were going to call me

Hello Carmen123,

Could you provide us with the documents you have sent to the casino? You can send it to my email address stefan.m@casino.guru. I was informed by the casino representative that the Liveness verification took place on 13th of March 2024. Could you comment on this?

I'll be awaiting your reply.

Very good evening Okay perfect now I'll send everything to your email thank you

Hello Carmen123,

Could you provide me with the hashes from the transactions you emailed us?

I'll be awaiting your reply.

Okay, now I'm sending you the Hash of all the transactions I made at the casino

Hello Carmen123,

Did you manage to send us the hashes? I haven't received any email from your side.

I'll be awaiting your reply.

Good morning Stefan Okey has just sent the hashes of the transactions he made with date, time and amounts and currency to your email, thank you

Hello Carmen123,

It appears that the provided screenshots were edited in Photoshop. Could you comment on that?

Good morning, All the screenshots were not edited, the only thing I did was take screenshots and send them as is and I do not need to edit them since I have access to my Binance account, if you like, I will send you new screenshots of my account from Binance where all the data comes out as well. Why do you say they look edited? I don't understand

Hello Carmen123,

We have looked at the metadata and it shows that these screenshots were edited in Photoshop. Could you comment on this?

I'll be awaiting your reply.

Good morning Stefan, if you like, I will send you the screenshots by email again, which I will take with my cell phone where they will be the originals without any editing. Since I have access to my Binance where I made the transactions, will I send you the screenshots of the transactions by email? What did I do from my Binance to make deposits?

Hello Carmen123,

You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Good evening Dear Stefan, I just sent everything I requested to

email that you indicated to me, thank you very much 😊

Hi Carmen123,

I wanted to inform you that since Stefan, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Stefan possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated.

Thank you for your understanding and continued patience.

Okay that's fine but I want to add something that makes me very sad that a casino with a good rating behaves like this while being blocked and the worst part is not paying that is the most tragic thing and they still say that they reserve the right to say the reason haha as if to say to you I block and I don't pay you and I don't tell you the reason, what a shame

I wanted to be a customer of this casino, I liked it but now I no longer hope that with this complaint they will lower the score because I understand that they block them but at least they pay the money

Dear Pin-Up Casino,

I have responded to your email.

I'll be awaiting for your reply.

Hello!

We have responded to your email.

Hello Carmen123,

Since you have edited the documents provided to the casino and haven't passed the verification, I am afraid, we won't be able to help you with this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.