The player from Switzerland has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored as the account can be blocked allegedly only after a successful verification. The case was closed as 'unresolved' since we considered the casino process incorrect with the terms of responsible gambling. When the player mention gambling addiction, his account should be blocked as soon as possible.
Pin-Up Casino - Player’s attempts to self-exclude himself have been overlooked.
Black points: 2,098
Amount: 4,000 CHF
Pin-Up Casino
Safety Index:Very highSafety Index
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9.1
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Unresolved
Our verdict
Failed self-exclusion
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
Good day,
Unfortunately Pin Up Casino left my account open despite the information about my gambling addiction. The casino claims the money cannot be withdrawn if the account is closed.
So if a player wants to delete or close his account due to gambling addiction, the customer has to wait for days because I wanted to pay out 4000 euros and first had to wait for verification and then for the partial amounts.
These are unfair practices and it shows that the casino is not acting responsibly.
I asked the casino to refund the amounts, unfortunately no answer.
Please help
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2 years ago
Dear Basel999,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward the actual emails showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Thank you very much, Basel999, for the forwarded email. Do I understand correctly that yo have mentioned gambling addiction for the first time on the 22nd of July 2022? Is your account still accessible and was it verified in the past?
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2 years ago
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Good morning
Correct, I had a balance of around €3800 and then informed me that I needed support because I was addicted to gambling. I can't control the game, please help me. According to their terms and conditions, they write the protection of the players very large - on the contrary. I was then informed that I first had to verify my account, which took up to 48 hours. I then submitted the documents. In addition, the payment takes another 24 hours after verification and only a part can be paid out.
I have written several emails and it said that if the account is not left open, you will not pay out any money - gambling addiction - equals loss of control - so how is that compatible? So they don't offer any responsible service as gamblers get their account and support only after they lost everything?
thank you for taking on the case.
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2 years ago
Thank you very much, Basel999, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Basel999,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Hello! It's a pity that you have such a situation. Technical support operators did not refuse to block your account, you were offered to withdraw funds, after which your account would be immediately blocked. This offer was made in order not to block your account with funds. You asked for help in withdrawing funds and then blocking your account. According to the rules of the user agreement, the company has the right to request verification at any time when withdrawing funds, verification was requested from you before July 22, so you had to go through it to withdraw funds. According to the rules, withdrawal is impossible without verification. Your account was verified on 07/22, that is, on the day you asked for help in the chat, the verification did not take 48 hours, as you mentioned before. To withdraw funds, you have chosen the Neteller method, the maximum withdrawal amount by this method is $1300, this amount is set by the payment system and cannot be changed on the side of the casino. Funds are withdrawn up to 24 hours, all this in accordance with the rules of the site, which you read and agreed to when registered.
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2 years ago
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OK, STOP Pin Up Casino:
let's stick to the facts:
- I wrote in the chat on July 22nd, 2022 that you should please close my account I am addicted to gambling. I still have the chat - nothing happened. Here is an excerpt from their Responsible Gaming Policy: The pin-up site is committed to supporting responsible gaming as a policy of customer service and social responsibility. We believe it is our responsibility to you, our customers, to ensure that you enjoy your betting experience on our website while remaining aware of the social and financial harm associated with problem gambling.
- did you help me NO- They forced me to close my account to go through verification. Which I have also done successfully. I have written several times in the chat and also via email that I am addicted to gambling and I know that I will gamble away the amount again.
- NOBODY responded - I was stalled and told you just need to cash out now. So a payout of 1300 euros takes about 24 hours, then another payout of 1300 euros takes about 24 hours again, etc. I wrote to you that I was gambling away the money and that you should block playing.
- Nothing has happened. They were informed by me several times about my gambling addiction, they didn't do anything except tell me that if I don't open the account I won't get any MONEY.
- Today I chatted with you again and you know what your answer to the gambling addiction was: You are responsible for yourself. I would be embarrassed as a responsible casino to talk about addiction and a recognized disease in this way. I was then accused of only saying that because I wanted my money. I even offered to send them a medical certificate or a confirmation of therapy.
What they do is NOTHING: Except waiting for the gambling addicts to lose their money with you. and the best part is you don't even know what gambling addiction is. I offered them a refund of my deposits and we'll close the case. NOTHING you want to do but profit from the addiction. Everyone should read here that you have been warned, that you only write that you are responsible, but NOTHING happens.
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2 years ago
In the correspondence above, we adhered to the facts.
1) No one refused to block the account.
2) Withdrawal by ANY method takes from 1 minute to 24 hours, this time was standard and never changed.
3) To withdraw money and verify identity, the Company may request verification at any time, in accordance with the rules of the site.
4) Each method has its own minimum and maximum withdrawal amount, but the speed does not depend on the amount of the application.
5) If the verification is passed, the withdrawal request has been created, then all you need to do is wait for it to be processed
As a result, we would like to add that although the withdrawal time is from a minute to a day, this does not mean that you need to wait exactly 24 hours for funds. They can arrive at any time during the specified time. All you need to do after creating an application is to wait.
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2 years ago
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Hello Pin Up Casino,
may I send you the chats attached.
ok you said that if the customer informs you about the gambling addiction you closed the account?
Is that right?
But looks different in CHAT.
Do you know what gambling addiction is?
loss of control?
How is a gambling addict supposed to wait days for their money when the gambling addict has the urge to gamble again?
HOW? Just answer the question.
Thanks
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2 years ago
It is very unfortunate that such a difficulty arose. In this situation, as can be seen from the screenshots of the correspondence, the specialists followed the rules and wanted to help withdraw the funds, and then help with blocking the account. But you did not have to wait for the withdrawal for days, but just be patient and expect the withdrawal within the specified time frame, because the funds could arrive faster.
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2 years ago
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I will inform the regulators of Cyprus later today. Your casino does not offer player protection. You also write that the funds will be collected from closed accounts, but you cannot transfer them. Ugh your casino is the last one on the casino market and I am happy to show you how dirty your casino is with my reviews and case. Criminal to claim you helped. You have done nothing, you have forced a gambling addict to close the account and are threatening not to pay out the winnings unless the account is closed. Disgusting.
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2 years ago
It's sad that you have such an opinion about us. On the contrary, you were offered to withdraw the funds first and then block the account as you wanted, since you would not be able to withdraw them from the blocked account. It was only necessary to wait until the withdrawal request was processed.
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2 years ago
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Pin Up Casino..may I ask you something...do you know what gambling addiction is?
Can gambling addicts wait?
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2 years ago
I understand you and agree, you don’t always want to wait, but alas, we are not able to speed up the withdrawal, as there are certain rules and deadlines for the withdrawal. You just need to wait, but as mentioned earlier, although the withdrawal time is from a minute to a day, this does not mean that you need to wait for the funds exactly 24 hours. They could arrive at any time during the specified time.
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2 years ago
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God they're limited...they don't want to wait...HHAHAHAHHAH Gambling addiction is a loss of control
Please read the World Health Organization's official description of gambling addiction and tell me how to wait out-of-control gamers: https://www.who.int/news-room/questions-and-answers/item/addictive-behaviours-gaming -disorder
awkward.
Do you make profit off gambling addicts? If no I will refund you the deposits and I will delete the case and negative reviews.
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2 years ago
Our company works honestly, providing games for fun with the opportunity to earn money, but our site has its own rules, for example: there are certain withdrawal periods and rules for blocking. I am familiar with what gambling addiction is and I understand what it is about. But in this situation, the specialists followed the rules and suggested that you withdraw funds before the account blocking that you asked for, because otherwise you would not be able to withdraw this money. It is a pity that the funds were spent, but alas, no matter how much we would like to, the withdrawal speed depends not only on us, and we cannot influence the withdrawal speed in any way. Here it was only necessary to wait. Hope for your understanding.
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2 years ago
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Dear Casino Guru Team, the case is settled for me IF Pin Up Casino accepts its responsibility and refunds the money. Player protection was disregarded, the casino writes about making money, which already shows that you have no idea about player protection. Casino games are not a way to make money, it is the path of addiction.
Thank you Casino Guru team
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2 years ago
Gambling has never been a way to earn money. Gambling is designed for entertainment and has the prospect of making money. No one guarantees you a certain amount won.
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2 years ago
Hello there,
foremost, I would like to thank both sides, for sharing a good deal of information. After a longer examination and evaluation of all the facts, we have come to conclusion.
Dear Pin-up Casino team.
In casino.guru team, we highly appreciate your cooperation in the complaint resolution. However, in this particular case, we do not fully agree with how you proceeded. When the player shared his issues about the gambling addiction, his account should have been blocked as soon as possible, since it was clear even to the casino team that he cannot control his activity. We believe the player's account should have been blocked first and then discuss withdrawal and verification possibilities.
Please, is there any possibility that you can reevaluate the case, or is this your final decision?
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2 years ago
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Dear Casino Guru Team,
there is no point in arguing with Pin Up Casino.
The casino is unaware that they are making money off gambling addicts.
Close the case as unsolved and re-rate the casino in the rating.
Customers should read that the casino is not aware of its responsibilities.
They still don't understand that gambling addicts can't wait.
A loss of control cannot be controlled.
Thanks
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2 years ago
Since I haven’t received any reaction to my last statement from the casino team, I consider their decision final. The casino can reopen this complaint anytime.
Dear Basel999,
I am very sorry, but since the casino team is not willing to change their position, I am forced to close the case as 'unresolved' Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
