Pin-Up Casino UA - Player's account has been blocked due to the T&Cs violation.

ID 25******0

Signed up about a week ago. Made about 5 deposits during this time for more than UAH 7,000. They gave a bonus for the first deposit. Lost Then a deposit bonus was imposed in the chat. Refilled it. Lost everything. Then some other bonus was given in the telegram for the deposit. Lost everything again. A bonus on Instagram also arrived today, I replenished it. Lost bonus and deposit.

Then simply topped up without bonuses. Almost lost too, but then won 5000 hryvnias.

I ordered for payment and after 20 minutes the account was blocked and the money was not paid!!

The account has been blocked for violation of the User Agreement, namely 4.1.8.5. and 4.5.15.

What actions have I taken that violate these rules? I require a detailed explanation, not a citation of the rules.

The Law of Ukraine "On State Regulation of Activities Regarding the Organization and Conduct of Gambling Games"

RIGHTS, OBLIGATIONS OF THE ORGANIZER

In its activities, the Gambling Organizer is obliged to:

- provide the player with a well-founded suspicion in writing or in electronic form, stating the facts regarding such suspicion within one day from the moment of discovery of this suspicion

3. Rights and obligations of the Organizer of gambling games

3.1.14. Provide the player with a well-founded suspicion in writing or in electronic form, stating the facts regarding such suspicion within one day from the moment of discovery of this suspicion;

The Law of Ukraine "On State Regulation of Activities Regarding the Organization and Conduct of Gambling Games" and the User Agreement state that you must provide the facts of the violation of the rules, and not provide the rules that I violated.

Waiting for the facts when I broke the rules. Because I didn't break anything.

And your support cannot provide. Yes, it says that the system automatically blocked, then the specialist blocked.

I don't understand how I broke the rules if I lost money! This is absurd! You must be wrong, fix the mistake and pay my money!!

Dear adamweber13,

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 if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• If there’s any relevant communication, please forward it to 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello!

The test was passed immediately, since without it you cannot play.

Played slots (slot machines)

Hi adamweber13,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Thank you in advance for your reply.

Hello.

The probability approaches zero. Those. does not exist.

They are starting to come up with this.

What was the problem was to write to me this reason on the first day, and not wait almost 2 weeks. I wrote to them every day, both in chat, and by email, and in the general Telegram group. No one could clearly provide the facts. They just copied 2 points of the rules to me and that’s it.

They write:

in terms of multi-accounting, that is, creating several accounts under one name

But this is impossible, so I went through verification using the Diya application (these are electronic documents). It provides my data, which I cannot change, so re-verification is not possible. They're just lying. I wrote to them about this, but there was no response from them. I also wrote a complaint to CRAIL (Gaming and Lotteries Regulatory Commission). Waiting for an answer.

There was simply irrefutable evidence that Pin-up blocked the account and misappropriated my money unreasonably (they are simply lying).

In the email on the left they write that there is a duplicate with account ID 2545 3338, which by serial number was created earlier than mine 2549 7430.

The email on the right already claims that the duplicate was created later than my account, which is why the system blocked it. Those. They contradict themselves, which proves their lies and desire not to pay my winnings. Thank you!

Thank you very much, adamweber13, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, adamweber13,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Pin-Up Casino UA team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, Branislav.

We have sent you an email with evidence of the violations.

Congratulations, adamweber13.

We have provided the forum administration with evidence of a violation of the terms of the user agreement.

Our company has blocked your account because you used it to receive relevant bonuses or abuse loyalty programs, and another account was found that you used, which violated rule 4.1.8.5.

Thank you for your email and the provided information, Pin-Up Casino Team.

Dear adamweber13,

I requested additional details from the casino outside of the thread, and I am waiting for their response. For now, it looks like you used more than one account at the casino.

Can you please provide me with the information on what type of payment method you used for deposits to the casino and its details? (for example, if it was a bank card, it is enough to provide the last 4 numbers of the card number)

Can you explain how it is possible that some of your personal or payment method details were used in another casino account, similarities in the style of play and the games themselves, and what was the purpose of using more than 1 account at the casino?

Congratulations, Pin-Up Casino UA, on blocking your accounts containing UAH 2.290 billion. on the basis of Part 3 of Art. 23 of the Law of Ukraine. These are the ones that told me every time that they are an honest casino and do not deceive people!

This is already happening to you on such a massive scale that all law enforcement agencies have already taken care of you.

It’s a pity that, against the background of this, you may disappear, including with my money.

We provided the forum administration with evidence of violation of the terms of the user agreement.

Why didn’t you present them to me, as required by the law, as well as your rules??

Dear adamweber13,

No, unfortunately, you only lost a few days by providing irrelevant and misleading information instead of trying to get and provide the requested. Fortunately, Sportbank will stop working on May 6, 2024, which means it is still up and working, so your account is still active, Sportbank Customer Support is available as well, and you still have the opportunity to look it up until May 6. If you have a problem with accessing your Sportbank account, please visit their website and use one of the contacts stated there for help. Somehow, you forgot to share the complete announcement.

I hope it is clear now, so I will repeat my questions above once again and wait for the requested details regarding the payment method.

"Can you please provide me with the information on what type of payment method you used for deposits to the casino and its details? (for example, if it was a bank card, it is enough to provide the last 4 numbers of the card number)

Can you explain how it is possible that some of your personal or payment method details were used in another casino account, similarities in the style of play and the games themselves, and what was the purpose of using more than 1 account at the casino?"

I would highly appreciate it if you could also provide me with a bank statement confirming your deposits made to the casino with all the necessary details, such as the payment method details, details of the transactions with the information about the receiver, and your personal details.

We cannot move anywhere without the requested details and/or documents. The casinos are not the only ones who are obliged to provide us with details and evidence, and it is definitely not enough if you only claim something, without any relevant supporting evidence. It does not work like this.

Please note that in case you fail to provide the requested details, the complaint will be rejected due to non-cooperation and providing misleading information during the complaint resolution process.

Thank you for understanding. Looking forward to hearing from you.

Hello, Branislav .

Following your recommendations, I received the statement you requested and sent you an email.

Dear Pin-Up Casino UA team!

We provided the forum administration with evidence of violation of the terms of the user agreement.

Why don't you provide me with this "evidence"? I've been asking for them from you for a month now!

• 3. Rights and obligations of the Gambling Organizer
• 3.1.14. Provide the player with reasonable suspicion, in writing or electronically, setting out the facts surrounding such suspicion, within one day of discovery of the suspicion;

Automatic translation changes the meaning greatly. I hope you understand what I mean.

Dear adamweber13,

"What is the schematic use of bonuses?" - Since it is allowed to use only 1 bonus per player/account, as well as only to have 1 casino account, using the same bonus more than once (by using it in another account) is considered bonus abuse.

"I've only made a few deposits, what kind of scam could this be?" - in this case, when the same bank card was used for deposits in more than one account (which itself makes the KYC impossible), which was certainly not only a coincidence, and the owner of the accounts used bonuses on both linked accounts, this person was not allowed to create another account at all nor play or claim the same bonuses. A breach of rules governing multiple accounts and bonus rules leads to the closure of all linked accounts.

"Why then was this match not detected by the system when I made deposits?" - it is usually checked upon verification or a withdrawal request. It means the casino does not know about data matches with other accounts earlier.

"What is the point of topping up an unknown account from my card, and then creating my own account and topping up with the same card?" - bonus abuse. It does not matter which account was created earlier/later, the casino's Terms and Conditions were breached in several ways.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts and bonus abuse, as well as using someone else's identity for this purpose, which, as was mentioned, makes the KYC impossible. Considering the circumstances and details, it would likely be impossible to prove otherwise.

The casino acted in accordance with its terms and conditions, which you accepted upon registration. You can connect with the casino customer support and try to at least ask for a refund of your last deposit, however, it is at its sole discretion if they refund any of your disputed funds.

If you are not satisfied with the complaint solution, I recommend you visit https://www.gc.gov.ua/ and try to search for ways how you can solve your issue.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Pin-Up Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru