The player from Ireland had requested a refund of all deposits made after multiple unsuccessful attempts to self-exclude and close their account. The casino had repeatedly delayed withdrawals, and the account remained active, leading to substantial losses. Despite the player's efforts to provide evidence of their requests for self-exclusion and account closure, the casino claimed they did not have records of these requests. The casino eventually blocked the player's account but did not address the refund request. We reviewed the provided evidence and communicated with the casino, which stated that the player had not completed the required self-exclusion process. Consequently, it was concluded that the player was ineligible for a refund, and the complaint was rejected.
Pin-Up Casino - Player struggles with self-exclusion failure.
Amount: €10,000
Pin-Up Casino
Safety Index:Very highInsufficient evidence from player
REJECTED
Case summary
I am requesting a refund of all my deposits maid minus any withdrawals since I asked for self-exclusion/ account permanently closed due to gambling addiction I opened an account with pin-up casino in 2020 after many losses I wanted to close my account permanently because I have a gambling addiction, I opened live chat on their website and asked to be self-excluded because I have a gambling addiction they made it so difficult to do this they said to email support so I emailed support and asked for my account to be closed because of my gambling addiction I was still able to deposit the next day so I went to live chat and asked for a refund because I asked to be self-excluded and was still able to deposit I emailed support again asking to be self-excluded because I have a gambling addiction I had multiple times asked for my account to be closed and it’s still open to this day and i have lost a lot of money at this casino, lately I have had enough they have constantly stalled my withdrawals resulting in me losing money because I have been left as long as 8 week’s waiting to withdraw my money I feel they are stalling my withdrawals Because they know I have a gambling addiction and will just spend the money this has happened and multiple occasions I have had 1000s of withdrawals cancelled by them I have lots of emails and open tickets with them about the issue I have had
I also requested all my chat transcripts they refused to provide them I also asked for my deposit and withdrawal history they said they can't provide it I have also my 5 complaints with askgamblers regarding this casino
Dear Deanh7635,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
Self-prohibition
If you feel the need to take break with gambling, we are always ready to provide you with the possibility of voluntary blocking. Enabling self-blocking means that your account will be blocked for a certain or indefinite period, and you will not be able to use it until the blocking expiration date. To enable voluntary blocking, write us through the website's support chat.
For re-activation, the player must submit a written request to restore the account. Write us through the website's chat that you want to cancel the voluntary blocking of the gaming account and your profile will be unblocked as soon as possible.
Could you please forward emails or screenshots showing that you sent a request for a self-exclusion in the past? My email address is kristina.s@casino.guru.
Did you specify in that request for how long you wish your account to be suspended and the reason why?
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
Thank you for your reply, Deanh7635. Do I understand correctly that despite you informing the casino about your gambling problem in 2020, your account was never closed? Did you contact the casino regarding this issue later again? Is there any recent communication between you and the casino?
Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Dear Deanh7635,
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.
Hi yes this is correct I begged them to close my account for days and was nothing but trouble so I stopped using the casino but after some time I got back on and played but unfortunately I have nothing but trouble 100s of issues with withdrawals been delayed cancelled and having to wait weeks for the issue to be resolved and most of the time I would just wager the money I want to withdraw I think this is a tactic they use you would not believe the amount of time I have contact them about issues
I also requested my chat history which they say they have no access to and I asked for my transaction history to with they can’t provide
Have you discussed this issue with the casino recently? I believe I only see old messages from 2020 in the attachments of your emails.
No not about the self exclusion after I tried to get this casino account closed for so long I eventually just stopped contacting them and stopped accessing the site then after about a year I ended back on the site and being a gambling addict I was willing to play but after a few wins the problems started again I had issues with every single withdrawal some taking over 5 weeks even though my account was fully verified they would make different excuses each time I have 100s of live chat transcripts about the withdrawal issues on multiple occasions I have also maid multiple complaints on ask gamblers about this casino it’s beyond a joke then they restricted my country from there play list while I had 1000e in my account I couldn’t even access there site when I finally accessed the site had to use a vpn I managed to withdraw 100 and then issue same issue happened so i wagered the remaining balance and never tried to access the site since
Thank you very much, Deanh7635, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.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.
Dear Deanh7635,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Hello
We would like to know a little more about the situation - when exactly did it happen and when was the last time, dear Deanh7635, you communicated with our support team about self-exclusion?
I have emailed you previously but never got any response to my emails about this situation that is why I had to get help from casino guru as you would not respond to me
the issue was raised in 2020 when I went to live chat and requested self exclusion for gambling addiction to which I had no help then I contacted you by email requesting my account to be permanently closed as I had a gambling addiction requested this multiple times but you kept telling me I need to do this and I need to that I done everything you asked I have most of the emails form these chats also some screenshots of live chats basically begging for you to close my account wich should be an easy process after weeks of back and forth I just stopped using your site as I felt you were not helping me with my one simple request
I recently requested a copy of all my chat transcripts to which your reply was we cannot provide this information which is a lie as you have to keep these records and I have I right to request them.
I also asked for my net position in your casino to see my total deposits
and withdrawals
which you said you cannot provide me
after some time I went back to your site and I realised I was still not self excluded so been a gambling addict I was happy enough to be able to play which in turn lead to me losing a lot of money over said period of time but during this time I was met with 100s of issues with stalled withdrawals sometimes taking weeks and multiple different reasons why withdrawals be stuck so I couldn’t even cancel them if you look trough our live chats you will see for your self the issue there are 1000s of live chats
i have had enough of the issues with your site I am still not self excluded but I don’t access your site any more as it’s a complete scam
if you need more information please contact me I am happy to help resolve this matter
Thanks for the info
Regarding chat conversations - we don't actually store chat history for such a long period, so we actually can't provide them to you
Regarding complete information about deposits and withdrawals, we also do not store it in this format.
As for the self-exclusion mechanism itself - in the format of unconditional blocking, such a mechanism appeared in our side later than 2020, unfortunately, so in 2020 we would actually suggest you sent an email to block your account. It’s hard to say now why the blocking didn’t happen via email; perhaps the email didn’t contain information about the account or something else. We are sorry that it was not possible to do this then, but at the moment we can offer blocking at any time if the reason is gambling addiction. If you want, we can do it right now. Tell me, please, is this the goal now?
Dear Pin-Up Casino team,
thank you for your cooperation. I am forwarding to your email the evidence provided by the player.
Firstly, please close the player's account as soon as possible. Given that you are aware of the gambling problem and considering the evidence provided, the player has reached out to you about this issue multiple times, so there should be no need for further discussion.
Based on the evidence provided, can you explain why the player's account was not closed?
Yes, of course, Jozef, the account is already blocked) We just wanted to clarify whether this is the goal now
As for why the account was not blocked earlier. Unfortunately, we do not have the original correspondence from such a long time
Based on the screenshots that are available, where the player received answers, he communicated through our email support@pin-up.team, but without indicating the account ID, so we were unable to block the account. The emails in the screenshots in which the ID was present (for example, dated April 22, 2020) were sent to support@pin-up.casino, which does not exist with us, so we simply did not receive this email. Where another email was sent, which contains a copy of the text of the correspondence with support in the chat on the site (the account ID is also noted in this email) is not visible in the screenshot
Perhaps the emails never arrived at our email support@pin-up.team, which is why the account was not blocked
I have more emails but I will have to look trough 100s of emails so please bare with me I will find all the evidence to prove I followed procedures to get my account closed I was actually pledging with you to close my account as my addiction was so bad at the time as for the outcome I wish to be refunded all deposits made after the initial request for self exclusion for gambling addiction minus and withdrawals this is why I have requested my net position at your casino I have briefly calculated this to be over 10,000 euro
Dear Deanh7635,
could you forward to the casino team all the evidence and add me to cc.? Please, let me know if you need more time.
Dear Deanh7635,
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.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
Dear Deanh7635,
please, could you follow my last instructions or have you already completed them?
I have sent you the requested information can you confirm if you have received this as I thought I send it the last time you requested this
Dear Deanh7635,
I confirm that I have not found any similar email (you should forward the email with evidence to the casino where I am in cc). Could you please post a screenshot of it in this thread?
I will forward all relevant information to the new email address you provided
Sorry I missed spelled your new email I have resent to the correct email address now
Hello, Deanh7635!
Yes, we received your email and reviewed all the screenshots. We noticed that the blocking emails were sent from a completely different email address than the one specified in your account. Therefore, to confirm that you are indeed the owner of the account that we would need to block due to gaming addiction, you were requested to provide an additional photo selfie with a document against the background of the account to be blocked. Did you send a letter with such a photo?
Yes I sent everything you requested as I previously mentioned I had nothing but trouble with your casino and with my gambling addiction I I’m not in control and you have done nothing to help or intervene even though you knew I had a gambling addiction you kept letting me play and deposit money then when it came time to withdraw then you would make excuses like there was a problem with my bank or payment method try another way while waiting for days to see if the withdrawal would work only to be rejected or frozen so inevitably I’d play my winnings back to the casino if you look through your records you will see the sheer number of times I had opened tickets with you which are your term for case to solve the problem
and to and your question I had to change my email and phone number because I could not access my account so I was advised by live chat to and yes I verified my account sent in all the necessary documents which was also a hassle documents being rejected asking to hold up piece of paper with my name hand written I can send you these emails as well
shoud you not have this information on record
also my account is already blocked if you actually took the time to investigate this you would know it’s blocked with the help from the casino guru team
After examining your screenshots, we see that you were requested to provide proof of identity for the account to be blocked, but you did not provide proof that it was sent. If you were asked for photos with a sheet of paper, then it was necessary to send it. Without sending it, specialists could not take any action to avoid account breaches.
Currently, the account blocking procedure has been changed, so the account was indeed blocked.
Dear Deanh7635,
if the casino statement is true, I am afraid that you are not eligible for any kind of compensation. The self-exclusion procedure varies depending on the casino, but it is crucial to complete it. It is standard practice to ask for such evidence in similar situations. Is there anything else I can help you with?
My account was fully verified back in 2020 until it was closed recently and I have the emails to prove it I also had some amount of trouble with this process they even accused me of sending in someone else’s identity which was totally wrong I can forward you this information if you want
Hello,
Yes, your account was confirmed, but since you sent the email from a different email address than the one registered in the account, we requested additional identity verification when blocking the account. Judging from your screenshots, you did not send it.
At the moment, we see that you want to claim money from us because we did not close your account due to gaming addiction.
You provided screenshots showing that you tried to send us an email about the account closure, but since the email was not from the address registered in the account, you were requested to provide additional photo confirmation of account ownership, specifically a photo with a document against the background of the account you wanted to block. You did not provide it, so the account was not blocked.
Furthermore, you mentioned that you were asked to send a photo with a piece of paper, which was necessary for changing the email or phone number, and there is no evidence of this in your screenshots. Perhaps you wanted to change the email to send the email or for other reasons, which we cannot determine.
Therefore, from our side, there are no violations.
When I registered my account I used the email hamilton08@live.ie and this is the same email I used when I requested my account closure for gambling addiction i have the screenshots of these emails as well i can send you them to prove you wrong
this evening when I get home il gather all the relevant information to prove that you violated multiple violations I did everything possible to close my account because of my gambling addiction
So there were other reasons for which the specialists requested them, and you did not provide them. We cannot accurately determine them now since we no longer have any emails or information; it was a long time ago.
i sent in everything at the time I was asked and provided all the information you requested and yet you never closed my account even though I repeatedly asked you to close it and also told you I had a serious gambling addiction I begged you on live chat to close my account and this was never done.
because of your actions I ended up losing a lot of money and this never ending problems with your casino caused me a serious amount of stress and my mental health suffered because of this you are supposed to protect the players from this kind of situation and you failed to do this
Hello,
At the time when you wished for us to block you via chat, such an option was not available, only through email.
At the moment, we do not have the ability to check the exact reasons why you were not blocked. Too much time has passed. From the screenshots of the emails you provided, we cannot see the full picture of the situation. Perhaps the email was not sent according to the instructions or not to the correct email. This can only be guessed, as it was 4 years ago. At the moment, your account is blocked, and a refund is denied.
Dear Deanh7635,
I believe the resolution reached its end. I am very sorry about the situation, but I cannot force or ask the casino to make the refund based on the presented evidence. Please note that self-exclusion applies only when confirmed by the casino, not just by mentioning a gambling problem. From the communications provided, it appears that you did not complete the self-exclusion process. Whether you contacted them using the email you initially registered with or a different one, casinos have specific self-exclusion procedures. The crucial point is to complete the process, and in your situation, it seems that there is insufficient evidence to support your claim of completion or casino confirmation of self-exclusion, making you ineligible for a refund.
Concluding all the information above, I am forced to reject this complaint. You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.
Kind regards, Jozef
