HomeComplaintsPin-Up Casino - Player’s account verification denied due to duplicate account.

Pin-Up Casino - Player’s account verification denied due to duplicate account.

Amount: 20,000 S/.

Pin-Up Casino
Safety Index:Very high
Submitted: 19 Sep 2023 | Resolved : 13 Nov 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Peru had tried to verify their account at Pin Up Casino for a withdrawal, but had faced issues due to allegations of a duplicate document. The casino had suspected that another account was impersonating the player. The player, however, had denied creating multiple accounts and insisted that they had only created one, with the others being fraudulent. After a series of discussions, the casino had admitted an error on their part, confirming that the player did not have a duplicate verified account. The player's account had then been verified, enabling them to withdraw funds. We had closed the case as 'Resolved'.

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1 year ago
Translation

A few days ago, I tried to verify my pin up account in order to make a withdrawal of my money. I've spent 4 days trying to verify it, only to be told that it couldn't be verified. As of yesterday, I was informed that my account could not be verified due to a duplicate document. I've spoken with technical support to see what's going on and they told me that there is another account using my data to impersonate me, and that they can't do anything about it because I need to provide them with the number and email of the other account, which I don't even know.


Automatic translation:
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1 year ago

Dear zepedauangie,

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 list which documents you submitted for the purposes of verifying your account?

Could you please forward me the communication you received from the casino about the issue? My email is tomas@casino.guru

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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1 year ago
Translation

I sent the photo of my ID on both sides since they asked me to verify the account and I did it and it came out that there was an error and several times I spoke with technical support to help me with that issue and they told me to try again and I did it until I got duplicate documents

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1 year ago

I checked the information you sent me.

Do I understand correctly you opened multiple accounts in the casino? Could you please explain why it was necessary for you to open multiple accounts?

I'll await your reply.

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1 year ago
Translation

It's just that I haven't created other accounts, only I created one of the others, I don't know who created them.

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1 year ago

Could you please explain this?

Do I understand correctly you created multiple accounts in the casino?

file

Please let me know if I misunderstand the situation.


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1 year ago
Translation

Of course, there I was telling technical support that, but as if I had not verified any other account because the one I was asking for help to verify could not be done because it said it had duplicated and that the other account had already used my data. to verify the account

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1 year ago

I am sorry but it doesn't matter whether you verified one of your accounts.

If you open multiple accounts in the casino fully aware you have other accounts in the casino we would consider such a situation as a clear breach of casino rules.

You should never create another account in the casino unless specifically allowed by the casino, because it leads to gaining an unfair advantage over other players and an unfair advantage over the casino in which case the casino might confiscate your winnings.

Please let me know if there is any information I overlooked, otherwise, I'll close the complaint as unjustified.

I'll await your response.



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1 year ago
Translation

I have not created any other account, I only created one which I cannot verify because it appears that I have other accounts that are not mine and are with my data, impersonating my identity.


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1 year ago

Could you please explain if you accumulated your balance using bonus money?

Edited by a Casino Guru admin
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1 year ago
Translation

No, but I have made 3 recharges of 20 soles on September 6

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1 year ago

Thank you very much, larinovaes, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

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1 year ago

Hello larinovaes,

 

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite Pin-Up Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Pin-Up Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims with relevant evidence?

 

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

 

Thank you in advance for providing the information.

 

Kind regards,

Tomas

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1 year ago

Hello

We apologize for not giving an answer quickly - we have taken this situation into account, we will provide comments in the near future

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1 year ago

Hello


We checked everything - there was an error on our side, you really do not have a duplicate verified account. We apologize for the current situation, your account has been verified - you can withdraw funds

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1 year ago

Dear larinovaes,


Can you please update us once you have made a withdrawal request? So, we can wait until you receive the payment and consider the case resolved afterwards.


Thank you.


Kind regards,

Tomas

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1 year ago
Translation

OK thanks

If my account is already verified and I can withdraw funds

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1 year ago

Dear larinovaes,


Can we consider the case resolved? Thank you.


Kind regards,

Tomas

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1 year ago

Dear zepedauangie,

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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1 year ago

Dear all,


As based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.


Thank you, larinovaes, for using the Casino Guru complaint resolution centre. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.


Best regards,

Tomas

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