Pin-Up Casino - El retiro del jugador se retrasa debido a la suspensión de la cuenta.

Dear ridwanurrahmandipu,

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.

• Do I understand correctly that you currently don't have access to your casino account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Dear Casino Guru,

I am writing to confirm the details of my account activity as requested.

1. I currently have full access to my casino account.
2. My gameplay primarily focuses on slots, live casino, and RNG (random number generator) casino games.
3. I would also like to clearly state that I have never used any bonuses on my account at any time.

Should you require any additional information or documentation to support this, please let me know.

Thank you for your assistance.

Thank you very much for your reply, ridwanurrahmandipu. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I just send an email to kristina.s@casino.guru with requested documents.

Thank you very much, ridwanurrahmandipu, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello ridwanurrahmandipu,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I sympathise with your dissatisfaction with the whole situation, Pin-Up Casino is quite known for its strict and not particularly swift verification process. I understand that this may not alleviate your concerns significantly, but you are not alone in experiencing such an issue. I will reach out to the casino to gain further insight into this matter and to explore how I might assist you.

We would like to invite Pin-Up Casino to join the conversation.

Dear Pin-Up Casino,

Could you kindly provide clarification on why the player's supplementary verification remains incomplete, even though they supposedly have already successfully undergone verification previously? If there are any circumstances affecting this matter that cannot be disclosed publicly, I would appreciate it if you could share them with me at michal.k@casino.guru

Hello!

Allow me to clarify the situation.

On May 26, 2025, the client successfully completed the standard verification procedure. The additional verification was initiated only on June 4, 2025, and was successfully completed by the client on June 10, 2025, with timely notification sent to them.

It is important to note that the additional verification was conducted in full. During the standard verification, the client was required to upload a photo of their document and undergo a live identity confirmation procedure (liveness) on our website in the corresponding section. In contrast, additional verification involves the sequential submission of required documents via email, as requested by the security team.

If you need further clarification or assistance, we are always ready to provide prompt support.

Dear Pin-Up Casino,

Thank you for your clarification. Am I correct in understanding that the player verification has now been successfully completed and that their withdrawal will be processed?

Or is there still anything else needed?

Hello,

That's correct — the player has completed the procedure and has already withdrawn the funds.

Dear Pin-Up Casino,

Thank you for the confirmation.

Dear ridwanurrahmandipu,

According to the casino's reply, you have successfully withdrawn your winnings. Please inform me if I may proceed to close this case as resolved, or if you require any further assistance with anything else.

Actually they take 45 days to complete verification. And in my account there are fund which I play and lost. Thanks

Dear ridwanurrahmandipu,

Thank you for your reply, but I am having a bit of trouble understanding it completely. Just to clarify, you confirmed that the verification process was successfully completed after 45 days, is that right? Have you received the withdrawal, or did you lose the funds due to additional gameplay?

Has the earlier issue been addressed/resolved, or is there anything else you need help with?

I look forward to your clear responses.

Yes, verification is successfully complete after 45 days, but i can't withdraw fund due to fund loss to play casino.

Dear ridwanurrahmandipu,

Thank you for the clarification. Regrettably, since you have played/lost your winnings, I must inform you that there is very little we can do in this situation. The player holds sole responsibility for their account, active balance, and all bets placed. I recognize that this situation likely would not have occurred had you been able to withdraw on your first attempt; however, as the casino team has indicated, the additional verification was conducted in accordance with their terms and conditions, which you accepted upon registering your account. While I completely understand that a 45-day timeframe is far from ideal and effective for handling the verification process, it is essential for players to exercise patience in such circumstances. If you choose to continue playing with the funds and subsequently lose them, there is essentially nothing that can be done. We would really like to help, but it is impossible this time.

Given that the initial matter of this case regarding verification has been successfully resolved, and your account is verified, meaning you should now be able to receive any future withdrawals without unnecessary delays. Can I proceed with closing this case as addressed/resolved?

Yes, you can closed the case as resolved but if I faced any issue in future I must let you know to open the case again.

Dear ridwanurrahmandipu,

Certainly, if you face issues in this or any other casino, feel free to reach out to us, and we will try our best to help.

As per your confirmation, I will be closing this complaint as addressed/resolved. I would like to thank both parties for their cooperation.

As you know, ridwanurrahmandipu, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of ridwanurrahmandipu. We have received this message from the player:

I can confirm that my account is blocked and the fund I can't withdraw.

Dear Pin-Up Casino,

Could you kindly provide clarification on this matter?

They take 35 days to check previous verification then open my account for 2 days. And Now I can see the account is again blocked and I have fund there which I can't withdraw from my account.

Hello,

The player's account is not blocked, and the funds on the balance remain available — he can verify this by logging into his personal account.

Withdrawals are temporarily restricted until account statements for the cards and/or other payment methods used for deposits in June are provided. This verification was initiated at the request of the Security Department to confirm that the deposits in June were made by the actual account holder.

Before the document request was issued, the client successfully completed several withdrawals, which rules out any assumption of intentional restrictions imposed by the company.

He has been informed of the situation via website chat and email, and all necessary instructions have been provided.

Thank you for your understanding and cooperation.

Dear Pin-Up Casino,

Thank you for the clarification.

Dear ridwanurrahmandipu,

Please submit the necessary documents to the casino team. While we are here to assist you should you face any challenges with the casino; however, as clarified by the Pin-Up team, this does not appear to be one of those situations. Before the document request was issued, you had already received several withdrawals. It is recommended that you first collaborate with the casino team, and only if the matter is not resolved satisfactorily should you contact us. I trust you understand my point.

I am writing to express my frustration regarding the repeated and unnecessary verification procedures that I have been subjected to.

I submitted the requested documents again five hours ago, yet I have received no response so far. You are already aware of how delayed and frustrating your verification process can be — it previously took 35 days to verify my documents. Now, within just a week, you are asking for my bank statement again.

I have not changed my bank account. I am still using the same bank account that I used for all previous deposits. So why am I being asked to submit the same documents repeatedly? This is the third time I'm going through verification, and it feels completely unnecessary and disorganized.

Does your verification policy really require users to go through this every week?

I feel that my time and efforts are not being respected. This constant back-and-forth is both mentally exhausting and operationally disruptive. If this issue is not resolved promptly and transparently, I will have no choice but to consider taking formal action.

Please look into my case seriously and let me know why I am being repeatedly asked for the same verification documents.

Hello,

It has been recorded that the client successfully completed the verification process on June 26, 2025, at 14:37 (GMT+3), and subsequently was able to withdraw all funds from their balance without any issues.

We sincerely apologize for any inconvenience caused and appreciate the client’s understanding and cooperation.

Dear ridwanurrahmandipu,

As per the Pin-Up Casino team's response, the verification process was completed on June 26, 2025, at 14:37 (GMT+3), and subsequently, you were able to withdraw all funds from your balance without any issues. This seems to me the issue that has been resolved. Can I proceed in closing this case as resolved?

Dear ridwanurrahmandipu,

We are extending the timer by 3 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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ridwanurrahmandipu,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

We’ve reopened this complaint at the request of ridwanurrahmandipu. It appears that there has been a new development in the case, resulting in the player's account being closed once more. We would like to provide this case with another opportunity for clarification and assist both parties involved in achieving a satisfactory resolution, if feasible.

Dear Pin-Up Casino team,

Could you please provide clarification on why the player account has been closed once more, despite the fact that a similar situation was previously addressed/clarified, and the player was withdrawing their winnings?

Dear Michal,

I am writing to formally report my experience with a platform called Pin-Up, which I believe to be a scam. If you review our previous conversation, you will see how they deliberately wasted my time by repeatedly asking for account verifications — only to close my account after verifying it successfully three times.

It’s clear they acted only after I started winning. Had I lost my funds, I doubt they would have closed the account. This kind of behavior strongly suggests fraudulent intent.

I kindly request your assistance in recovering my deposit amount of $320.

Best regards,

Ridwanur Rahman Dipu

Hello,

Michal, we’ve sent the details to your email. Please take a moment to review the message.

Thank you for your cooperation.

Dear Pin-Up Casino team,

Thank you for your email. I have responded back.

Dear ridwanurrahmandipu,

The repeated "suspensions" of your account were due to somewhat questionable behaviour on your part. Consequently, a more detailed investigation was initiated. Regarding your most recent deposit, it appears that you did not fulfil the wagering requirement.

I have been informed that your last attempt to withdraw was made without satisfying the necessary turnover, as the withdrawal request was submitted right after the deposit.

Could you please clarify your reasoning behind this?

Dear Casino Guru / Pin-Up Casino Team,

I would like to strongly dispute the recent actions taken against my account, particularly the suspension and the withholding of my funds. I believe this action is unfair and not supported by your stated Terms and Conditions.

"When I choose to withdraw or deposit from my account is entirely my decision. They have no right to interfere in that. How many times I withdraw or deposit in a day is also my personal matter. Ask them to specify exactly which term or condition I have violated."

1. Wagering Was Always Fulfilled

I have never attempted a withdrawal without completing the required wagering. The system itself automatically charges a 25% fee if the wagering condition is not met — I have never been charged such a fee during any withdrawal, which clearly indicates that I always met the wagering requirements before requesting a withdrawal.

2. Withdrawal Timing Strategy Does Not Violate Any Rules

It is my personal belief — and a legitimate strategy — that depositing funds, fulfilling the 1x wagering, and then withdrawing any remaining balance is more sustainable than playing for a long time and risking a complete loss of funds. Based on this belief, I deposited, wagered the necessary amount, and submitted a withdrawal request — all within a short time period. However, nowhere in your Terms and Conditions does it state that withdrawing soon after a deposit is prohibited or considered suspicious behavior.

3. No Grounds for "Questionable Behavior"

I have only followed the rules as written. I have not exploited any bugs or abused bonuses or created multiple accounts. My only pattern is that I sometimes withdraw funds after completing the minimum wagering requirement, and then re-deposit again. This is entirely within my rights and does not constitute any fraudulent or questionable activity.

4. Unjustified Account Suspension and Fund Seizure

Despite following the rules and not violating any of your terms, my account was suspended and my funds were taken. This action lacks transparency and fairness. If there were truly any breach, I would expect you to reference the exact clause in the Terms & Conditions that I allegedly violated — but no such explanation has been provided.

Based on the above, I request:

A clear and specific explanation of what exact rule I violated.

The immediate release of my suspended account and seized funds.

If no valid reason is given, I will consider taking this matter to relevant gambling regulatory bodies.

Thank you for your attention. I hope to receive a fair and prompt resolution to this matter.

Sincerely,

Ridwanur Rahman Dipu

Dear ridwanurrahmandipu,

Thank you for your comprehensive response. The situation has proven to be more complex than you have described above.

All licensed casinos must take KYC (Know Your Customer) and Anti-Money Laundering (AML) regulations seriously. If, during the verification process, a player's account or behaviour is flagged as inconsistent with these regulations or the casino's rules, they are entitled to take actions in accordance with their terms and conditions.

In this specific instance, the casino team informed us that they acted in accordance with rule 13. PROHIBITED ACTIONS ON THE WEBSITE, as outlined in the casino's terms and conditions, which you accepted upon registering your account.

I understand your desire to receive detailed information on how you might have violated the casino rules, but as per the casino's strict policy, they are not able to share this, as there are reasonable concerns that such information might be misused in the future.

I have requested additional information and the supporting evidence from the casino team to assess the situation, but based on our previous interaction, according to their privacy policy, GDPR, and other regulations, they are very limited on the amount of evidence they can share with us; however, they should be able to provide you all the data related to your account, like your full game log, deposit and withdrawal history, and all the other related data, so please request this from the casino and forward it to me at michal.k@casino.guru for a independent review.

Dear Michal,

I have contacted Pin-Up Casino and requested all my account-related data as per your instructions.

However, their support team has not responded in a timely or helpful manner.

Due to the delay and lack of proper communication from their side, I kindly request your assistance in obtaining the relevant data, including gameplay logs, transaction history, verification records, and any notes related to my account.

Your help in reaching out to the casino directly would be greatly appreciated.

Best regards,

Ridwanur Rahman Dipu

Dear Pin-Up Casino team,

I would be grateful if you could furnish the player with the information they have requested concerning their account at your earliest convenience.

Hello,

We have seen your message, as well as the comments in the complaint discussion. At this stage, we require time to prepare our response and supporting evidence.

Michal, once the relevant materials are ready, you will receive them in a separate message.

Thank you for your cooperation.

Dear Pin-Up Casino team,

Thank you for your response. I'm looking forward to receiving the additional information and evidence to assess the situation and to come to an informed conclusion.

Hello,

Michal, we’ve sent the details to your email. Please take a moment to review the message.

Thank you for your cooperation.

Dear Pin-Up Casino team,

Thank you for your email. I have shared my thoughts on the situation based on the information and evidence available at this time. I'm looking forward to your response.

Dear ridwanurrahmandipu,

Have you received your full game log and other data pertaining to your account from the casino team? If so, please forward it to me at michal.k@casino.guru

Hi,

Michal, we’ve replied to your email. Please check your inbox for the details, and feel free to reach out if you have any further questions or need additional assistance.

Dear Michal,

They not give any replay after I asked the full statement of the account. They are ignored me.

Dear Pin-Up Casino team,

Thank you for your email. I have conveyed my insights regarding the situation and the measures that can be implemented to address this case, considering the information and evidence currently at hand. I eagerly await your response.

I would also be grateful for your clarification on why the player has not yet received the requested data pertaining to their account.

When can the player expect to receive the email from you?

Good day, Michal,

Thank you for your email. We have received it and reviewed it carefully. At the moment, additional time is required to prepare a comprehensive response, so unfortunately, the 2-day timeframe may not be sufficient.

Regarding your question about the player’s data: we have already stated that this information is considered internal confidential company information and cannot be disclosed. We have taken note of your position and will strive to find a mutually acceptable solution.

We kindly ask for your patience — once we have the results, we will provide a response both in this discussion and to your email.

Thank you for your cooperation.

Dear Pin-Up Casino team,

I will await your response.

To clarify the matter regarding the player's data, they have already formally requested from you. I am not referring to your internal company data.

The player is entitled to access all data related to their account that you hold. This data encompasses, but is not limited to, the player's full name and surname, address, payment method details, deposits and withdrawals, email address, phone number, any documents they have submitted concerning KYC and AML, as well as their complete game log, including the bonus history, as these are considered their personal data. I do not see any valid reason for withholding this data from the player. If you are indicating that you will not provide the player with their data, this may constitute a breach of the National ordinance on personal data protection policy of Curaçao or the General Data Protection Regulation (the "GDPR") – a regulation of the European Union that stipulates the player is entitled to receive the data upon request. I trust this has clarified the situation for you.

Hello!

Michal, we are preparing a response and the necessary information; your message has been read and taken into account. I kindly ask you to extend the timer, as we will not be able to provide an answer within the remaining time.

Dear Pin-Up Casino Team,

Thank you for your reply. I acknowledge that you require additional time to compile the necessary information and evidence. I will await your follow-up and will conduct a review upon receipt so we can work towards a resolution.

Hello,

We would like to share an update: we have almost gathered the necessary information and will do our best to send it as soon as possible.

Thank you for your patience and cooperation.

Hello,

The requested information has been sent to the player’s email.

Thank you for your patience and cooperation.

Michal, I have forward the documents to your email. please check.

Dear ridwanurrahmandipu,

Thank you for forwarding me your gamelog that you received from the casino. I have reviewed it thoroughly, and I came to the following conclusion.

While in general we think that players should be able to play in whatever way they wish and whatever games they wish, especially when they play with real money without any bonus attached, as long as they follow the game and casino rules. After checking your game log, your specific patterns of play, coupled with your financial transactions, deviate markedly from standard recreational behavior and align with strategies that trigger anti-money laundering safeguards.

Consequently, after a comprehensive assessment of all available information, we have determined that the casino's prior decision to close your account and not refund your last deposit was taken in full accordance with their terms and conditions, to which you agreed when you registered your account.

I wish I had better news, but regrettably, given these findings, I am unable to assist you further. Consequently, this complaint will now have to be closed as rejected.

You are certainly entitled to disagree with this assessment and may reach out to the casino's relevant regulatory body if you still feel justified in your position; however, we are unable to assist you further in this regard.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Regards,

Michal

Casino Guru