Pin-Up Casino - Jugador denuncia prácticas riesgosas del casino para individuos autoexcluidos.

Dear Casino Guru Team,

I am writing to report a serious flaw in the responsible gaming policies of PinUp Casino (operated by Carletta NV), which is putting vulnerable players like myself at serious risk.

I'm a diagnosed gambling addict, and in an effort to stay away from gambling, I've permanently excluded myself through your database and other similar systems. This measure has been respected at most casinos, but PinUp makes it easy to circumvent.

Despite being self-excluded, I've been able to create at least eight different accounts on PinUp. The site doesn't verify email, phone number, or identity (KYC) before allowing deposits, bets, and withdrawals.

Their system doesn't cross-reference personal data, so I can register with my real name without them detecting that I've already self-excluded. This makes their "responsible gaming" tools a mere facade.

I request that Casino Guru investigate and expose these practices, which clearly encourage problem gambling. PinUp is becoming a refuge for addicts trying to escape their self-exclusion. I am a living example of this.

My intention is not to obtain refunds or compensation. I simply seek to prevent other players from falling into the same destructive cycle. I attach evidence of transactions made on one of these accounts.

Thank you for your time and the valuable work you do in defending players.

Sincerely,

Estimado equipo de Casino Guru,

Les escribo para denunciar una grave falla en las políticas de juego responsable del casino PinUp (operado por Carletta N.V.), que está poniendo en serio riesgo a jugadores vulnerables como yo.

Soy una persona con ludopatía diagnosticada, y en un esfuerzo por mantenerme alejado del juego, me he autoexcluido permanentemente a través de su base de datos y otros sistemas similares. En la mayoría de los casinos, esta medida ha sido respetada, pero PinUp permite evadirla fácilmente.

A pesar de estar autoexcluido, he podido crear al menos ocho cuentas distintas en PinUp. El sitio no verifica correo, teléfono ni identidad (KYC) antes de permitir depósitos, apuestas y retiros.

Su sistema no cruza datos personales, por lo que puedo registrarme con mi nombre real sin que detecten que ya he sido autoexcluido. Esto hace que sus herramientas de "juego responsable" sean una simple fachada.

Solicito que Casino Guru investigue y exponga estas prácticas, que claramente fomentan el juego problemático. PinUp se está convirtiendo en un refugio para personas con adicción que intentan escapar de sus autoexclusiones. Yo soy un ejemplo vivo de ello.

Mi intención no es obtener reembolsos ni compensaciones. Solo busco prevenir que otros jugadores caigan en el mismo círculo destructivo. Adjunto evidencia de las transacciones realizadas en una de estas cuentas.

Gracias por su tiempo y por la valiosa labor que realizan en defensa de los jugadores.

Atentamente,

Hi, I have around 8 accounts, all registered with real information. The casino didn't ask me for KYC to make withdrawals. This is especially true due to the complication of self-exclusion. I optionally performed KYC on the first account, and then did the same for the others to block them, and they detected a reissued document. However, this can be overcome by using another document from the list. I didn't experience any experience with substantiating a second account with a passport.

My complaint or request is that the casino complies with the KYC rules before allowing you to play or withdraw as indicated in its terms of use. I don't lose everything, I feel the exclusion of the site.

Hola, tengo.alrededor de 8 cuentas , todas fueron registradas con informacion real. El casinl no me solicito kyc para hacer retiros es mas ddbido la complicacion de autoecluicion en la primera cuenta realize de forma opcional el kyc y luego en las otras para bloquear hacia lo mismo y detectaban documento reoetido. Pero esto se puede superar utilizando otto dicumento de la lista, lo cual ño experimente sutentificando una segunda cuenta con pasaporte.

Mi queja o solicitud es que el casino cumpla las normas de kyc antes de dejar jugar o retirar como lo indican sus cpndicoones de uso, sono pierde tkdo sentifo la sitoexclusoon

Could you please share your attempts to resolve the issue with the casino?

Please forward any requests for self-exclusion you sent to the casino and the casino's responses to your request for help.

Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Thanks for the detailed explanation.

Please note that creating multiple accounts in online casinos is prohibited, and the responsibility for following this is the responsibility of each player.

When it comes to players suffering from gambling problems who attempt to create multiple accounts, we believe that if you inform the casino about your gambling issues, the casino should reasonably prevent you from creating multiple accounts. We can only ask for a refund if we have solid evidence.

We can only ask for a refund or take further action regarding the incident with sufficient evidence of the incident. If you have evidence for us to use, please share it with me at tomas@casino.guru

Relevant evidence would include self-exclusion request proof, where you inform the casino about suffering from gambling issues, screenshots of verification status of your accounts, and a discussion between you and the casino regarding the issue, or similar evidence.

Looking forward to your reply.

Dear hbarzej,

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,
Tomas
Casino.Guru