Pin-Up Casino - La cuenta del jugador ha sido cerrada sin justificación.

Unjustified withholding of funds and account closure without evidence in PIN-UP

Hello CasinoGuru team. I am filing this formal complaint against PIN-UP casino (operated by Carletta NV, under license OGL/2024/580/0570).

On May 18, 2026, I made a legitimate profit of approximately $18 USD by participating fairly in Fantasy mode (Arsenal vs. Burnley match). Immediately after requesting a withdrawal, the casino permanently blocked my account.

When I contacted technical support, they accused me of "multiple accounts" and "bonus abuse." I categorically deny both accusations: I use only one device and a strictly personal IP address, and I haven't violated any rules. I've tried appealing directly to them, but they just keep sending me the same generic, automated template response, refusing to conduct a manual review or provide any evidence of the alleged violation.

I request CasinoGuru's intervention to demand a transparent audit of my case from the operator, that they provide concrete evidence to support the accusation, or, failing that, that they return my legitimate funds and reopen my account. I have attached screenshots of the case.

Retención injustificada de fondos y cierre de cuenta sin pruebas en PIN-UP

Hola al equipo de CasinoGuru. Presento esta queja formal contra el casino PIN-UP (operado por Carletta N.V., bajo la licencia OGL/2024/580/0570).

El pasado 18 de mayo de 2026, obtuve una ganancia legítima de aproximadamente 18 USD participando de forma limpia en el modo Fantasy (partido Arsenal vs Burnley). Inmediatamente después de solicitar el retiro de mis fondos, el casino bloqueó mi cuenta de forma permanente.

Al ponerme en contacto con el soporte técnico, me acusaron de "multicuenta" y "abuso de bonos". Niego rotundamente ambas acusaciones: utilizo un único dispositivo y una IP de uso estrictamente personal, y no he infringido ninguna norma. He intentado apelar con ellos directamente, pero se limitan a enviarme una y otra vez la misma respuesta automática y genérica de plantilla, negándose a realizar una revisión manual humana o a presentar una sola prueba de la supuesta infracción.

Solicito la intervención de CasinoGuru para que exija al operador una auditoría transparente de mi caso, demuestre con pruebas reales la acusación o, en su defecto, proceda a la devolución de mis fondos legítimos y la reapertura de la cuenta. Adjunto las capturas del caso.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Whaton,

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