Pin-Up Casino - Player's winnings confiscated over alleged bug abuse.

The PIN UP platform took away my winnings during a technical support issue. They claimed that I took advantage of a system glitch and even insinuated that I cheated in the game by exploiting a bug that I wasn't even aware existed. System bugs are not the user's responsibility. Under this claim, they vanished my earnings and blocked access to my platform. I would like to know if this is legal.

Attached is a part of my conversation with PIN UP support. My winnings were 15,000 reais! The company has a record of everything.

Dear tatianaodisseia,

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 how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 
• Were your bets reversed to the status before maintenance occurred? Has the casino returned any outstanding balance to you?

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

Good afternoon!

I've been playing pinup for a while now and I'm already at master level. I played with real money and not with bonuses. The game was Sun of Egypt 3.

It has happened other times during game bonus matches that PIN UP support has been used and my winnings have disappeared. But they reimbursed me. This time when I was in the aforementioned game, several messages appeared saying you won this or that. And I took it off the screen so as not to affect my play. I thought I was getting a bonus for reaching master level. I stayed until almost 3 am playing and support came in. The other day, to my surprise, the balance of 15 thousand was reduced to the fact that I already had 111 reais. Support said I took advantage of a system bug. Users have no way of knowing about bugs. In conclusion, if there are bugs to benefit then they also exist to harm. And I've already lost a lot of money on this platform. If there were bugs to lose, support never communicated. As I won this amount they recalculated it at my pleasure. This caused me psychological and moral disorders. Since the support called me a cheater and in the telegram chat I found out that this happened to other people and I was also banned from the chat for telling the truth. The responsibility lies with the provider and not the user! I am not a hacker. If there was an error I had no way of knowing. The incident happened in the early hours of the 14th, unless I am mistaken.

I trust that there is justice for this type of arbitrariness. Because the user also needs to be protected. My access to the website was unblocked but no one solved my problem. If you need, I can have further conversations with support. They ask for a screenshot knowing that it is impossible to see the gains when support comes in.

Is there a record of your winnings made in the game? Would you be able to forward any additional evidence, such as your communication with the casino when the issue occurred previously?

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear tatianaodisseia,

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.

I responded and sent the conversations to email tomas@casino.guru as requested.

Did you receive my email?

Thank you very much, tatianaodisseia, for your patience and for providing the necessary information. 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 tatianaodisseia,

I am so sorry to hear about your problem with the casino. 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 comment on this?

Thank you in advance for providing the information.

Hello! We have sent you an email regarding this situation.

Dear Pin.Up Casino,

I haven't received any email from your side. Could you resend it to my email address stefan.m@casino.guru?

Thank you very much in advance for providing the information.

Hello!  We have sent it again.

Dear Pin.-Up Casino,

I responded to your email.

I'll be awaiting your reply.

Hello! We have sent you a new email.

Dear Pin-Up Casino,

Thank you for the provided information.

I have responded to your email.

I'll be awaiting your reply.

Hello! We have sent you a new email.

Dear Pin-Up Casino,

Thank you for the provided information.

I have responded to your email.

I'll be awaiting your reply.

Hello! We have responded to your letter.

Dear Pin-Up Casino,

Thank you for your response and the information and evidence provided.

Hello tatianaodisseia,

Based on the evidence provided by the casino, we believe that they acted right. Could you confirm if you received 91,94 BRL in your account?

I'll be awaiting your reply.

Good morning! The conversation with Cassiano should be public so that I could have access to the casino's arguments. Yes, I received that amount, but I made a deposit of 50 reais and spent the whole morning playing. Once again I have no responsibility for platform bugs. But if the understanding was that the platform acted correctly, then I have nothing to do but feel wronged. But at least I tried and I will never play at PIN UP again. It is not a reliable platform. Because if the platform confiscates earnings from bugs, it could very well have bugs that harm the player. And I'm sure that bugs of losses they don't refund the money.

I would like to thank the Cassino Guru team for their attention.

Hello tatianaodisseia,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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.