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

ID 25497430

 I registered about a week ago. I made approximately 5 deposits during this period totaling over 7000 UAH. I was given a bonus for the first deposit which I lost. Then, another deposit bonus was insisted upon via chat. I refilled it but lost everything. Then, another bonus was provided via Telegram for a deposit. I lost that too. Today, I received a bonus offer in Instagram, I made a deposit and lost both the bonus and the deposit. 

 Then, I made another deposit without any bonus. Almost lost it all, but then won 5000 UAH. 

I requested a withdrawal but after 20 minutes my account was blocked and they did not pay out my money!!

  My account has been blocked for violations of the User Agreement, specifically sections 4.1.8.5. and 4.5.15.

  I demand a detailed explanation of how my actions violated these rules rather than a simple citing of them.

  With regards to the Ukrainian law "On State Regulation of Activities for the Organization and Conduct of Gambling"

RIGHTS AND DUTIES OF THE ORGANIZER

In its activities, the Organizer of gambling is obliged to:

- provide the player in writing or electronic form a substantiated suspicion, stating the facts regarding such suspicion within one day from the moment of detecting the suspicion

 3. Rights and obligations of the Gambling Organizer

3.1.14. To provide the player in writing or electronic form a substantiated suspicion, stating the facts regarding such suspicion within one day from the moment of detecting the suspicion;

  According to the Ukrainian law "On State Regulation of Activities for the Organization and Conduct of Gambling" and in the User Agreement, it is stated that you are required to provide the facts of violating the rules, not simply stating the rules that I violated. 

  I am waiting for you to provide the facts as to when and how I broke the rules. Because I did not violate anything.

Your support team is unable to provide this. On one hand, I am told the system blocked my account automatically, and on another, that a specialist blocked it. 

 I fail to understand how I violated the rules, given that I lost money! This is absurd! You might have made a mistake. Kindly rectify this mistake and pay out 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)

CORRESPONDENCE With Pin-up.ua

From: Info < info@pin-up.ua >

Sent: Friday, April 12, 2024 12:17 PM

To: ad********* 13@outlook.com

Subject: Answer to the request.

In response to your request dated 04/08/2024, we inform you that on 04/04/2024 your account (ID 25497430) was blocked for violating the terms of the User Agreement, namely:

4.1.8.5 – "In case of suspicion of fraud, multi-accounting (having multiple accounts with one player, or playing from different accounts but under the same or related IP address), using any software for automating bets, playing on arbitration situations, if the game account is not used for placing bets and other products offered by the Organizer of gambling games, abuse of loyalty programs, etc.

and

4.5.15 - "Do not use the game account only to receive relevant bonuses or abuse loyalty programs, etc."

After registering the Player on the Organizer's Website, it is considered that the Player accepts the terms of this Agreement, as well as fully familiarized with the Rules, and agrees to play in accordance with them.

In particular, you as a Player violated Clause 4.1.8.5 of the User Agreement, in terms of multi-accounting, i.e. creating multiple accounts under the same name, as evidenced by the coincidence of the client account ID 25497430 with the client account ID 25453338.

In terms of violation of Clause 4.5.15 of the User Agreement, you as a Player violated the rules of a certain number of bets in accordance with the rules of a specific bonus, i.e. winning bonuses.

In accordance with clause 4.1.8. User agreement in case of violation of these rules - the organizer of gambling games may consider the player undesirable in the above-mentioned cases.

From: Sergey S*********

Sent: Friday, April 12, 2024 2:39 PM

To: Info < info@pin-up.ua >

Subject: Re: Answer to the request.

Good day!

What is this account ID 25453338. Why did you link it to me?

I registered and verified only one account ID 25497430.

Do these two accounts have the same last name and first name? If so, then maybe it's a namesake?

Naming two account numbers does not prove anything. Need more information on this account, but I'm sure it's a coincidence. Because I have, or rather already had, only one account ID 25497430.

As for the second accusation, under clause 4.1.8.5, I did not understand anything, what you mean. But even so, as I violated the rules of playing back the bonus, if I lost them all and did not play them.

And the first, aka the last, win I played without a bonus. So you're accusing me of breaking the bonus wagering rules, which I lost absolutely all of when I won on a no-bonus deposit, where I couldn't break these wagering rules.

It is the same as, for example, being accused of driving while intoxicated when I was walking drunk. Sorry, for some reason such an analogy arose.

So please check again because these are false accusations. But understand how I feel in such a situation. I have feelings of injustice and indignation.

I am waiting for your thorough answer. Thank you!

Another clarification that destroys your accusation is that I was verified with Diya, so the data would match immediately. Therefore, the system should automatically reject the verification, or you intentionally verified and received deposits without planning to pay out, which is fraud.

The conclusion is that there was a mistake with the namesake or something like that, or fraud on your part, which I think is unlikely. But no way I didn't have a second account before that. Thank you!

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?