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.