Pin-Up Casino - Spillernes udbetalinger er forsinkede.

My Pin-Up account is active and unblocked, but withdrawals and transfers are prohibited. The casino cites clause 7.3 and "individual review," but no evidence of fraud has been provided, and there is no alternative but to place bets.

Аккаунт в Pin-Up активен и не заблокирован, однако вывод и перенос средств запрещены. Казино ссылается на пункт 7.3 и «индивидуальное рассмотрение», при этом доказательства недобросовестных действий не предоставлены, альтернативы кроме участия в ставках нет.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear tatr,

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.

Is there a possibility that you have created multiple accounts at Pin-Up Casino?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please let me know if you have utilized a VPN while participating in the casino?

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,

Attila

An account was created a long time ago, it was verified, but I didn't have access to it, since I didn't have any data about the previous account, the IP address was used only by me 100%, and VPN was never used either.

когда то давно аккаунт был создан,верификация на нем была,но я не имел к нему доступа,так как не имел никаких данных о прошлом аккаунте,ip адрес использовался только мной 100%,Vpn тоже не использовался никогда

I also want to note that I was ready to prove by any means that I am me, and asked to delete the old account, in response, I was only offered to delete the account with the money in the account, but not the old one

также хочу отметить,что я был готов доказать любыми способами что я это я,и просил о удалении старого аккаунта,в ответ мне предложили лишь удалить аккаунт с деньгами на аккаунте,но не старый

Attila?

Аттила?

Dear Tatr, Thank you for your response.

I would appreciate it if you could clarify the reasons behind creating a second account at Pin-Up Casino. Additionally, have you reached out to customer support prior to deciding to open a new account?

Thank you for your understanding and cooperation.

I forgot about the previous account, I forgot that it even existed, I only remembered after the support service told me about it

я забыл о наличие прошлого аккаунта,забыл что он вообще был,вспомнил только после того как служба поддержки сказала об этом

Dear Tatr,

Thank you for your response. I would greatly appreciate it if you could provide some guidance on the registration process. Were you required to submit any personal identification or documentation during your registration? Additionally, could you please confirm the exact date when you opened your first account at Pin-Up Casino? Was this account created using the same email address?

Thank you for your patience and cooperation.

Best regards,

Attila

Good afternoon

I don’t remember the date I created my first account, as I completely forgot about it when I returned some time later.

After creating a new account, I withdrew funds from it without verification. Later, I had problems with the amount of 1,500,000 tenge. I learned from support that I already had a second account with verification. Only then did I remember about it. It turns out that there is verification on that account. Registration went smoothly, without any notifications about the old account. I made no attempt to circumvent the rules and was ready to go through verification, but I encountered a technical problem redirecting between accounts.

Добрый день!

Дату создания первого аккаунта не помню,так как вообще о нем забыл,вернувшись через время.

Создав новый аккаунт я выводил на нем средства без верификации,позже с суммой 1500000 тенге возникли проблемы,там от поддержки я узнал что у меня уже есть второй аккаунт с верификацией,лишь тогда я вспомнил о нем,верификация на том аккаунте оказывается есть,регистрация проходила без проблем,без каких либо уведомлений о старом аккаунте,Я не предпринимал попыток обхода правил и был готов пройти верификацию, однако столкнулся с технической проблемой перенаправления между аккаунтами

Dear Tatr, Thank you for your response. I would greatly appreciate it if you could check your email inbox for the date when you first opened an account at Pin-Up Casino. Additionally, could you kindly confirm when you ceased using your initial account? Have you claimed any bonuses on this account or your previous one? Thank you in advance for your cooperation.

Dear tatr,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru