Pin-Up Casino - La cuenta del jugador está bloqueada debido a duplicación.

In 2023, I requested to delete my first registered account and was assured it had been deleted. Yesterday, I tried to log in with that information, and the system said no account existed, so I opened a new one with updated information.

Now, they're preventing me from checking and withdrawing my funds from this new account, citing duplication. An agent even told me that they might delete this current account and wouldn't refund my money, only that I use it for "entertainment."

Also, accounts are not deleted but blocked, and that information was not given to me when I tried to delete my account and since I couldn't log in or recover the password with the first account, I confirmed that it had been deleted.

This contradiction—that the first account doesn't exist, but the new one is a duplicate—is unfair and confusing. I urgently demand that a supervisor or legal representative review my case and authorize verification of the active account and/or the full return of my funds (investments and profits).

Attached: screenshots of the system indicating "no account exists," chat with support, and a summary of my current balance.

En 2023 solicité eliminar mi primera cuenta registrada y me aseguraron que fue eliminada. Ayer intenté iniciar sesión con esos datos y el sistema dijo que no existe ninguna cuenta, por lo que abrí una cuenta nueva con datos actualizados.

Ahora, me impiden verificar y retirar mis fondos de esta cuenta nueva, alegando duplicidad. Me llegó a decir un agente que podrían eliminar esta cuenta actual y que no me devolverían el dinero, solo que lo usara para "entretenimiento".

ademas que las cuentas no se eliminan sino se bloquean y esa información no me fue dada en la ocasión que quise eliminar mi cuenta y al no poder iniciar sesión ni recuperar contraseña con la primer cuenta, confirmé que había sido eliminada.

Esa contradicción—que la primera cuenta sea inexistente, pero a la vez la nueva es duplicada—es injusta y confusa. Exijo con urgencia que un supervisor o encargado legal revise mi caso y autorice la verificación de la cuenta activa y/o la devolución total de mis fondos (inversión y ganancias).

Adjunto: capturas del sistema que indica "no existe cuenta", chat con soporte, y resumen de mi saldo actual.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Pin-Up Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise what the reason was for deleting your first account?  
• Did you contact the casino support before creating a new account to ask them to activate the old one? 
• Did you accumulate your winnings with or without an active bonus in the new account?  
• Did you claim any bonuses when using the old account?
• What updated information did you specify when creating the new account?

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,

Natalia

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1. Because I wasn't making any profit and I didn't want to play there anymore.

2. No, because the system told me that there was no account associated with my email or phone, which made me confirm that if it was deleted and I chose to open a new one, if I had known that it was only blocked (something they hadn't told me before) I clearly wouldn't have put my investment and profits at risk.

3. A bonus was activated on the new account that I didn't ask for, I didn't accept free spins, and when I made the withdrawal I still declined the bonuses.

4. I don't remember playing with bonuses on the old account, but it was empty and I had been playing for a while.

5. I registered a new email and a new phone number because I no longer had the old one.

1. Porque no obtenía ganancias y ya no quería jugar ahí.

2. No, porque el sistema me decía que no existía ninguna cuenta asociada a mi correo o teléfono, eso me hizo confirmar que si estaba eliminada y opté por abrir una nueva, si hubiera sabido que solo estaba bloqueada (cosa que no me habían dicho antes) claramente no hubiera puesto en riesgo mi inversión y ganancias.

3. En la nueva cuenta se activó un bono que yo no pedí, no acepté giros gratis y al retirar rechacé los bonos igualmente.

4. No recuerdo haber jugado con bonificaciones en la cuenta antigua, pero estaba vacía y ya tenía tiempo jugando.

5. Registré un nuevo correo y un nuevo número de teléfono porque ya no tenía el anterior.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

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

Dear sdeyne1146,

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,

Natalia