Pin-Up Casino - Winnings haven’t been credited to player’s account.

Bonus spins are not calculated, but I found them in the game history.

Dear Елена,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me your game history or any supporting evidence? My email address is petronela.k@casino.guru. 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,

Petronela

Sent by mail.

Thank you very much, Елена, for your reply. I have checked the general bonus terms and conditions, and this is what I found:

"Free Spins

...

A bonus winning received while playing with free spins can be converted into real money and withdrawn from your account once the following wagering requirements are met:

Wager — х50.

Time to use free spins — 48 hours (2 days) after crediting.

Time to wager a bonus winning — 24 hours (1 day) after crediting."

From the forwarded screenshot, it seems that you haven't completed the required bonus wagering for Free Spins. Have you tried communicating this issue with the casino directly, please?

I didn't play for bonus spins, there are no casino spins in this game.

In general, it’s nonsense, I can’t even log in anymore, and in the telegram the whole chat is the same, everyone has deadlines for bonuses ... No one can win back or just log in like me

I'm sorry but I don't understand. Have you completed the required bonus wagering for the Free Spins?

Yes.

But it says "unfinished" on the screenshot:

Do you have any supporting evidence that the wagering for Free Spins has been completed, please?

I can give the username and password from the account and you can see for yourself. This spin was spun, the game froze, and after the reload it was not calculated.

I would strongly advise against sending your username and password to anyone else in the future. There are several possible challenges if you share your login information with any third party. 

Please understand that it seems that the wagering requirements were not completed and therefore, not counted.

Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Елена,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.