Pin-Up Casino UA - Player’s account has been blocked.

credited to Pin-up in two payments of 10,000 and 3,000 UAH on slots, withdrew almost 60,000, it was on September 27, on the second day, the account was closed for no reason, there are copies of payments

Dear grubikvova243,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus? Do I understand correctly that you wait for your withdrawal since the 27th of September?

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

On September 27, I topped up my account with two payments and won money on the machines, and then on the 30th I was able to access the site because there was no Internet, I don’t know now what I have on my account because I won’t be able to prove it after they deleted the account, since September 30 I don't have an account

ate to contact the casino just ignore it and that's it

I'm sorry but do I understand correctly that briefly, you didn't have an Internet connection, and afterwards, you went back but your account was blocked already? Have you saved by any chance any screenshots of your remaining balance before your account got blocked, please?

Good day Petronelo, so you correctly understood I didn’t have the Internet for almost three days, unfortunately I didn’t have time to make a screen, but there are checks from the bank when I popped the casino account

Good afternoon, Petronelo, you got it right, I didn't have internet for almost three days, unfortunately I didn't have time to take a screenshot, but there are checks from the bank when I topped up the casino account

Could you please advise if you did withdraw any winnings from this casino in the past? Have you accumulated your winnings with or without an active bonus?

I have not played in this casino in the past, only on September 27 I won and without an active bonus

I wonder if the bookmaker is going to a meeting in my case??

Thank you very much, grubikvova243, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

Dear grubikvova243,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Pin-Up Casino to join this conversation.

Dear casino team,

Can you please clarify the situation and explain the reasoning behind the decision to block grubikvova243’s gaming account?

Do you have all the details, did Retronella pass them on to you??

On September 27, I replenished the account, winning a little money, and three days later, when I got the Internet, I went in and my account was blocked or deleted, so it was written to me, let me return my money at least

Dear grubikvova243,

You may rest assured that all relevant information has been passed on. We’re currently waiting for the casino representative to provide a statement on your case.

If there’s any additional information or communication relevant to your case, please forward it to my e-mail (andrej.p@casino.guru).

Dear Andrey, the representative of the bookmaker does not want to cooperate on this issue?

food is decided there one day and they pull

Hello!

We have checked the information on your question, the specified phone number 380*** has an account on our website. But this account is active and has not been blocked. We also see that on September 29 you made bets in slots where you spent your entire balance. There was no withdrawal of funds for the amount you indicated. Check if you have another account on our site, which was registered with different data? And also could you give a screenshot confirming that your account is blocked?

It went to my account, but I didn't withdraw the funds, I didn't have time before the Internet went down, the funds of those who were there before are not there, neither mine nor those who won

I would like to know where they are and how to return them??

And I didn't play, I didn't have an Internet connection, I was online on the 27th, but it said the account is blocked or deleted, there is confirmation of payments on the 27th and a bank statement

if I don't get a refund I will have to contact the gambling regulatory authorities and the police

Thank you all for providing additional information.

Dear grubikvova243,

Do I understand correctly that you had also been playing from another account, that would be connected to the specified e-mail address? Does the account still appear to be blocked? If so, kindly provide a screenshot of the message you’re seeing when trying to access the account.

no, the account was not there, even I did not pass the registration (verification), only this attacker

all specified and made payments were only from this account and only this one was blocked

on this issue, I had a conversation with the police and with the body for regulating gambling games and lotteries in Pinap, and they told me to write statements and submit them, while I'm waiting for your decision, but not for long

Pun up has a license and it is strange that this is happening with them

Greetings.

We carried out an additional check and we see that you have an account with the number you specified. The account is active, the last bets from the real balance were on October 19th.

Please provide a screenshot of the error you see when you try to login. We will wait for your answer and will do everything to resolve the issue.

but where is my money for September, when I lost the internet, there was money there, I will return it to you

How can I take a picture for you if after I wrote a complaint you simply unblocked the account, but where is my money for September, there is about 72 thousand

Greetings!

We have checked your account information again. The account was active all the time and was not blocked. You also made bets from the bonus balance on 10/01/2022, which confirms that the account has been active all the time.

We also discovered that you made bets on September 27th, but you did not have winnings for the amount indicated above. Could you provide information in which slot you made bets?

777 BURNING, I went to war and I was sure to win, so where did my honestly earned money go? What should I do now?

Dear Pun Up, I have to feed my family, I don't want to apply to third-party authorities

Greetings!

We have checked your account. You have not made any bets in the specified slot. Also, we do not observe winnings for this amount in the betting history. All rounds were completed successfully without any errors. Also, the account was not blocked. Perhaps you have made bets in the demo mode of slots or you have a second account on our site. If you have a second account on our site, please provide your email or phone number from the second account.

no, I played there and won, and I also have a question why my account was blocked for no reason and the funds disappeared from the account, we will contact the relevant authorities

Greetings!

Unfortunately, after examining the history of your bets, we found that there are no bets from the real balance in this slot at the specified time.

We see that your account has not been blocked. The account was active throughout the entire time. You logged into your account on 10/01/2022 and made bets from the bonus balance. Also, unfortunately, I do not observe winnings for this amount. Perhaps you have a second account on our site. If you have a second account, please provide the phone number or email to which it is registered.

maybe you accidentally confiscated my balance? today we need to close this issue, what are we going to do

do you do charity? can you return these funds to me, they will go to good causes

Greetings!

We see that you used the balance in the slots and we do not observe the winnings for the amount you specified. Also, the account was not blocked. Unfortunately, in such cases, our site does not provide a refund, as they were spent in a fair game.

Perhaps you have another account on our site? We kindly ask you to provide additional information at your request so that specialists can analyze this situation in more detail.

no, that's exactly what I wrote on September 27, topped up the account and won about UAH 72,000, then the Internet disappeared, there was no way to log in on September 30, it said my account was deleted or blocked, all this is accurate information

waiting for reply

the police are ready to open a case under the article of fraud and file a case with the court to revoke the license in Ukraine

Hello!

The information you provide is not true.

1. On 27.09 you had no winnings and a balance of UAH 72,000.

2. Bets were made from your account on 28 and 29 September.

3. The account is active and has not been blocked.

Provide us with a screenshot confirming that your account has been deleted or blocked.

after that visit here, the account was miraculously not blocked before I turned to the specialists here, I could not access it, and my money disappeared and it is not clear where

specialized police bodies and the body that controls gambling will find out where my money went

You did not have the specified amount on your balance, no funds disappeared. There can be no mistake in this. Perhaps you were playing on a different account?

I can reset your bank accounts

write the address

Your answer is not entirely clear.

During the specified period, you did not play and there was no such amount on your balance.

What do you mean by "dump your bank accounts"?

Please specify when your funds disappeared, under what circumstances, from which account?

disappeared when the account was blocked

account replenishment checks on September 27

I will close this topic on Monday either I am going to the police or I am not going because people are waiting

You did not block the account on the specified dates.

Deposits and bets on the account were on September 27 and 28.

On the dates indicated, there was no winning or balance for that amount.

More accurate information about the situation is needed, since the fact that the account was not active after September 27 is not true.

the fact that I did not log in after the 27th, but only logged in on the 30th and the account was blocked and the balance was gone, that's for sure, that's why I have no choice but to contact the police and the gambling regulatory body, today I will submit a statement

I am a military man and I have a family, so I don't have any extra money to leave it

We would like to note once again that your account was active and not blocked.

We need more accurate information about the situation, since the fact that the account was not active after September 27 is not true. Are you sure you don't have another account?

no it's a single account

Then, for verification, we need screenshots to confirm the information you provided, as it is not true.

I reset the screenshots, check

I downloaded the screens, tomorrow I will submit a statement, let qualified specialists from the police and the gambling regulatory body check it

Can you please tell me where did you send the screenshots?

Casino Guru

Greetings!

Add your screenshots to this chat, pleas

Greetings

As I can see, deposits in the amount of 150,150, 3,000 and 10,000 hryvnias were successfully credited to the game account. You can see them in the "History of Operations" tab on our website. We did not receive a deposit in the amount of 13,000 from you, are you sure that you replenished your account on our resource, and not on another site?

on yours for sure

Greetings!

Regarding the deposit dated September 27 for UAH 13,000, we transferred the task to the financial department. Issue number UTS-5532.

Expect it to be solved up to 72 hours (this is the standard time, sometimes the deadlines can be extended), after solving the problem you will be notified by mail specified in the "Profile". If after 72 hours you do not find an answer to the mail - contact our support chat on the site and tell us the number of your task. Do not worry, our specialists will do everything to ensure that your problem is solved as soon as possible.

As for the rest of the information, as previously reported, it does not correspond to reality. The account was active, no bans were made. If there is evidence to the contrary, send it to this chat, please, we will figure it out together.

I submitted applications to the police and to the authority for the regulation of gambling games, those who deal with licenses, I was told that if the government returns your money that was on the checks, then it will be possible to close the application, since I have no complaints to the government, I will wait for your answer until tomorrow, then I will call and tell your answer

The specialists checked everything and received a response in the payment system that the deposit was unsuccessful. The funds should have been returned to your card. If this did not happen, provide a card statement for the period from 09/27/2022 to 10/25/2022 to resubmit the request.

if the payments for September 25 are returned, the case will be closed

I am waiting for your answer in order to transfer to the police according to the law of Ukraine up to 93% of the state should turn in such cases

the gambling regulatory authority will check the license if you do not go to meet the player

my card number ***0278 to this account as soon as I return the money, the case will be closed, in Ukraine according to the law in my case the casino must return up to 93% of my payments, we are waiting for your decision