Pin-Up Casino - La cuenta del jugador ha sido bloqueada por acusaciones de múltiples cuentas.

They blocked my account on 07/21, claiming I had multiple accounts, even though I recently changed my device because my old one had issues. I used to play casino games and place sports bets, with a balance likely over 6k, but I haven't had access to the account since then.

bloquearam minha conta dia 21/07 alegando multiplas contas,sendo que troquei meu dispositivo recente porque o meu antigo aparelho deu problema,jogava cassino e apostas esportivas,com saldo em mais de 6k provavelmente,porque nao tive mais acesso a conta.

Hello leandromottaoficial,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pin-Up Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of multiple accounts?

Looking forward to your answer.

Regards,

Nick

yes, the account was verified and everything was fine, the chat just said it blocked me because I broke the rules, there's no such thing. I'll attach a picture. now the question is, I can only use it on my old cell phone that broke the screen, I can't use it on my notbook on my new cell phone? ridiculous.

sim,conta estava verificada tudo certinho,o chat só comunicou que bloqueou devido eu ter quebrado as regras,não existe isso. vou anexar uma foto. agora fica a pergunta,só posso usar no meu celular antigo que quebrou a tela,nao posso usar no meu notbook no meu outro celular novo? ridiculo isso.

Dear leandromottaoficial,

Does anybody else in your household owns an account in the casino? As long as you are only using a new device (which was not used by an another user yet) there shouldn't be any issue.

no, I didn't even create my wife's account.

não,nem da minha esposa criei ,somente a minha conta.

Dear leandromottaoficial,

So she does have an account in casino or how do you mean it?

no, as far as I know she doesn't.

não,pelo que eu saiba ela não tem.

Thank you leandromottaoficial for all the information provided so far. As currently there is no proof of the casino's claim regarding the multiple accounts, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello leandromottaoficial,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter. Can you please upload a picture of your "old" cellphone with the smashed screen here so that the casino team can see it? I believe this will be helpful.

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

Dear Pin-up Casino,

I kindly request information concerning the account that has been blocked for the player. As the player stated, their old cellphone has a smashed screen, and they have a new phone. We would not expect this to be an issue, as this situation is not uncommon. Could you please outline the necessary steps for the player to regain access to their casino account on the new cellphone?

Hello! The Company has detected that you have more than one account on our website.

We cannot unblock your account due to your violation of paragraph 5.4. of the User Agreement, which you have read and agreed to when registering your account. 5.4. Our Website only allows for one account per person/device/household/family to be opened and used. If this rule is violated, the accounts will be marked as duplicates (hereinafter "Duplicate Account"). The Company has the right to immediately delete any Duplicate Accounts.

Dear Pin-up Casino,

Please forward any supporting evidence of the above to me at michal.k@casino.guru

Hello! We have sent you confirmations by mail.

Dear Pin-up Casino,

Thank you for your email. I have sent a response containing further inquiries and am awaiting your reply.

Hello!

We have responded to your email.

Dear Pin-up Casino,

I appreciate your email. I have sent a follow-up message with additional questions and look forward to your response.

Dear leandromottaoficial,

kindly upload a photo of your damaged cellphone with the cracked screen in the complaint thread, or alternatively, send it to me at michal.k@casino.guru

I believe this will be helpful.

thanks for all your support in the meantime guys

envio sim,vou providenciar. obrigado por todo suporte desde já pessoal

here are the pictures, I'll send you a copy by e-mail too.

segue as fotos pessoal,vou enviar uma copia via e-mail também.

any personal feedback?

algum retorno pessoal?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

We have responded to your email.

Dear All,

Sorry for my delayed response. I had to consider all the information and evidence.

Dear Pin-up Casino Team,

Thank you for the provided information and evidence.

Dear leandromottaoficial,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts associated with the same device, playing the same or very similar games, placing identical bets, and matching some personal information across multiple accounts. All these findings cannot be considered a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules as was communicated to you previously.

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.

Best regards,

Michal

Casino Guru