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

after using pin up casino for over 4 months now and being fully verified for the entire time , i am now blocked from the casino for no good reason. throughout these 4 months i was always able to place deposit and withdrawals with no problem after being fully verified with them .

Now recently i won 3189$ and i requested to withdraw it. the withdrawal was canceled and they asked me to do some sort of proctored exam where i had to answer questions while the video taped me and accessed my microphone as well. the questions had like a 10 second timer and i was only able to type out 2 answers out of 5. now today i see that my account has been blocked and they are accusing me of abusing some kind of promotions with bonus offers.

i never did such a thing, I'm only using the bonuses they provide to me.

Dear buitragobenedicto2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

To better understand the situation and assist you effectively, could you please provide some additional information?

• What specific reasons did the casino provide for blocking your account?
• Could you please specify the questions you were asked during the video call?
• Were there any promotional offers you were using at the time of your recent win?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

What specific reasons did the casino provide for blocking your account?

they told me it was for bonus abusing

Could you please specify the questions you were asked during the video call?

i was asked my address, what bonus i used, what my winnings were previously etc

Were there any promotional offers you were using at the time of your recent win?

yes , i was using a 95% match up and i deposited 500$. i won 3189.

Please forward me all the communication between you and the casino that led to the closure of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

i sent you an email with everything i saved

Thank you very much, buitragobenedicto2, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello buitragobenedicto2,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

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

Dear Pin-Up Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Hello, Michal!

We have sent the necessary materials to your email. Please take a moment to review them.

Thank you for your cooperation.

Thank you for your email, Pin-Up Casino.

Dear buitragobenedicto2,

I kindly request that you send me all the documents you have submitted to the casino team for the verification process, including the verification video, to michal.k@casino.guru, so that I can review them. If the video file is too large, please upload it to a free file-sharing service where I can download it. This information is essential for assessing the situation and recommending the next steps.

Dear buitragobenedicto2,

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.

i dont have the videos with me because it was submitted directly on the software they used. secondly all the verification document were also submitted live . ive been verified with pinup casino for a very long time and had multiple payout by them .

Dear buitragobenedicto2,

While it is possible that the video in question was recorded live using the casino software, you still must physically have all the documents you have provided the casino team with you.

Please forward me ALL the documents you have provided to the casino team to michal.k@casino.guru, so that I can review them. This is crucial to evaluate the situation and suggest the appropriate next steps.

Dear buitragobenedicto2,

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 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,
Michal
Casino.Guru

We’ve reopened this complaint at the request of buitragobenedicto2. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear buitragobenedicto2,

Thank you for your email with the evidence. While I was waiting for your email, I received additional information from the casino team regarding the video verification. Due to the casino's strict privacy policy, they are not able to share crucial evidence with us, but they informed me of this:

For confidentiality and security reasons, we are unable to send the evidence directly to you. However, all files have been sent to the client at the email address provided in their account on the website. To conduct the investigation, we ask that you contact the client and request the evidence supporting our position.

So ALL the files has been sent to you. Please forward them to me at michal.k@casino.guru, as I need to review them to evaluate the situation.

Additionally, can you please confirm whether any of your family members or friends have an account at Pin-Up Casino? If they do, do you happen to play at the same time or at the same location, perhaps during a visit? Do you all enjoy playing the same games?

i forwarded the email to you and no i dont have any friends or family with a pinup account

Dear buitragobenedicto2,

Thank you for your emails with the documents and videos.

After a careful review of the information and evidence provided by the casino and you, I regret to inform you that you did not pass the verification process for legitimate reasons. While I recognize that you may not be entirely acquainted with the procedures related to Know Your Customer (KYC) and Anti-Money Laundering (AML), it is important to note that a verification call is a standard practice within the industry. This measure assists the casino in confirming the true identity of the account holder. There were significant discrepancies between the facts and the information you provided, or maybe better to say not provided, during your verification call. As a result, you did not fulfil the necessary criteria to successfully complete the KYC process. While I acknowledge that you may have made several withdrawals in the past, it is probable that these were for lesser amounts. Consequently, a more comprehensive KYC and AML process was likely initiated only recently. Nevertheless, as I previously stated, you have unfortunately not succeeded in the verification call for legitimate reasons.

Therefore, I'm forced to proceed with closing your complaint as rejected. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case. Should you still feel that you have been treated unfairly by the casino, you are welcome to raise the matter with the casino’s licensing authority. However, we are unable to offer further assistance on this specific issue.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru