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

I opened my Pin Up account a few months ago. I made my first deposits. I used the MasterCard debit card option. I entered my information and received a message confirming the charge to my card. Despite the deposits being made, they didn't appear on my account statement, but the message screenshots match my Pin Up history, and my card and bank account are in my name. Since I tried to make the withdrawal, they asked me for additional verification by email. I've been sending all the requested documents, but now they keep asking for my bank history when the receipts arrived by message, and my bank app doesn't allow screenshots. Now they tell me that because I didn't send the document, they blocked my account. They haven't given me any other answer or solution. I hope you can help me, since I've been trying to withdraw that money for a few months.

Abrí hace unos meses mi cuenta en pin up, realicé mis primeros depósitos, el deposito lo hice en la opción de tarjeta de débito mastercsrd, ingrese mis datos y me llego un mensaje con la confirmación para el cargo a mi tarjeta. Cosa que a pesar de hacerse los depósitos no aparecían en mi estado de cuenta, pero las capturas de mensajes coinciden con mi historial en pin up así como mi tarjeta y cuenta del banco están a mi nombre. Desde que intente hacer el retiro me pidieron verificación adicional por correo, he estado mandando todos los documentos solicitados pero ahora me siguen pidiendo el historial de mi banco cuando los comprobantes me llegaron por mensaje y mi app de banco no permite tomar capturas de pantalla. Ahora me dicen que por bo enviar el documento bloquearon mi cuenta. Sin darme otra respuesta o solución. Espero puedan ayudarme ya que llevo unos meses intentando retirar ese dinero.

Dear hugo3493,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Could you please share the communication from the casino justifying this decision?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you contacted your bank and inquired about options on how to prove the transaction took place?
• Are you able to request a relevant bank statement to prove your claims?

• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thank you very much for responding to my request, Tomas. I'd be happy to share the information with you. My account was blocked in March, and since then, I haven't been able to do anything with it until I complete the verification. I earned my balance playing slots and placed a sports bet.

Thank you so much

Muchad gracias por atender mi solicitud tomas, con gusto te comparto la informacion. En el mes de marzo bloquearon mi cuenta, y desde ese momento no puedo hacer nada en mi cuenta aparentemente hasta completar la verificación. Mi saldo lo obtuve jugando tragamonedas y realice una apuesta deportiva.

Muchas gracias

Thanks for the explanation and for submitting the information.

Has the casino accepted the bank statement documents you newly accessed from your bank and sent to them?

Please let me know.

I've sent it to Pin Up's email in PDF format as requested. I'm waiting for your response, thank you.

Lo he enviado al correo de Pin Up en formato pdf como fue solicitado. Estoy esperando su respuesta, gracias.

Has the casino provided you with an update or a follow-up message since your last post?

Please let me know.

Dear hugo3493,

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.

Sorry for the delay. So far, they've continued to reject the document I sent them. It's the original PDF file and shows the requested transactions corresponding to the date shown in the PIN-UP account within their app. Their response is that it doesn't show the requested deposits. They're asking me to send the PDF file or a screenshot (which I've done previously and they rejected).

Disculpa la tardanza. Hasta el momento me siguen rechazando el documento que les envío el cual es el original en pdf y muestra las transacciones solicitadas correspondiendo con la fecha que aparecen en la cuenta de pin up dentro de su aplicación. Su respuesta es que no muestra los depósitos solicitados. Y me con que envíe el documento en pdf, o una captura de pantalla (lo cual había echo anteriormente y rechazaron).

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear hugo3493,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pin-Up Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and take a look on the screenshots from the player shoving the deposits to the casino?

Thank you in advance for providing the information.

Hello,

We have thoroughly reviewed the screenshots and confirm that the deposits made by the client in March are not reflected in the account statement. However, these transactions do appear in the SMS notifications, which makes the situation unusual.

Therefore, we kindly request an official confirmation from the client’s bank explaining the reasons for the absence of these transactions in the statement.

Please note that the client has been informed multiple times via email that we require proof of the transactions made with the card 520416******8192.

Thank you for your cooperation.

Good afternoon, the deposits do appear on the account statement. Pin Up offers different options for making the deposit, such as Spei transfer. I selected Mastercard, and when I entered my card, the bank sent me an authorization code via text message. However, the charges appear on the statement under the name KS*VINTERA VME. The charges appear on the same date and for the same amount, confirming that they are charges to Pin Up. The statement document has already been sent to the email in the requested format.

Buenas tardes, los depósitos si aparecen en el estado de cuenta. Pin up ofrece diferentes alternativas para realizar el depósito, como transferencia spei, yo seleccione tarjeta mastercard y al poner mi tarjeta el banco me manda un código de autorización por mensaje de texto, pero los cargos aparecen en el estado de cuenta con el nombre de KS*VINTERA VME aparecen los cargos en la misma fecha y de la misma cantidad por lo que se confirma que son los cargos a Pin Up. El documento del estado de cuenta ya se envió en el formato solicitado al correo.

Dear Pin-Up Casino Team,

Could you please review and re-examine the submitted document at your earliest convenience?

We would appreciate any updates as soon as they become available.

Hello, 

The customer sent us a PDF bank statement, but the document does not show any of the transactions made on the platform (there were only four in total). After that, we sent three follow-up emails explaining what they need to provide, but we haven't received any response.

As no new documents have been provided, we are unable to proceed with the additional verification process.

Once the customer submits the card statement for 520416******8192 in PDF format, showing all transactions made on our platform, their request will be reviewed individually, and a response will be provided within 5 business days.

I'm attaching proof that they do appear on the account statement. There are four transactions. I've mentioned them repeatedly by name, and the dates match. I was able to take a screenshot of these transactions using the PIN-UP app. But apparently the casino continues to refuse and says they don't appear.

Adjunto pruebas de que si aparecen en el estado de cuenta. Son 4 transacciones, ya les mencione en repetidas ocasiones con el nombre que aparecen, y coinciden las fechas, del estado de cuenta, los mensajes de texto de confirmación y en la app de pin up pude tomar la captura donde aparecen estas transacciones. Pero al parecer el casino se sigue negando y dice que no aparecen.

Hello,

As seen clearly in the screenshots above, the transactions made between the 7th and 10th are missing from your bank statement. SMS notifications alone are not sufficient — the transactions must be visible in the official PDF bank statement, or alternatively, you should provide a confirmation from your bank that these transactions were processed, along with an explanation of why they are not reflected in your account or card statement.

Dear hugo3493,

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.

If they appear on the bank statement with the name I mentioned, everything was directly from their app. I selected the Mastercard option to make the deposit, I entered my card and they charged me. On the bank statement, they appear with this name KS*VINTERA VME

Si aparecen en el extracto bancario con el nombre que les mencioné, todo fue directo de su app, yo seleccioné la opción de tarjeta mastercard para hacer el deposito, ingresé mi tarjeta y me hicieron los cargos y en el extracto bancario aparecen con este nombre KS*VINTERA VME

I'm not the only user who has experienced this problem with this casino, and they have also refused to make the corresponding payment.

No soy el único usuario que ha presentado este inconveniente con este casino, y de igual manera se han negado a cumplir con el pago correspondiente.

Dear Pin-Up Casino Team,

It appears that this issue may have been caused by the weekend. While the SMS notification was received immediately, the bank statement shows that payments made over the weekend were only processed on Monday.

Is this information sufficient for your purposes?

Hello! 

If this is the evidence and response provided by the client’s bank, the client needs to provide a screenshot of the bank representative’s reply or the location where this information is documented, and send it to our specialists via email.

After that, their request will be reviewed on an individual basis, and they will receive a response within 5 business days.

Dear Casino Representative,

From our perspective, the player has already provided sufficient documentation, and we believe there is no obligation to submit further documents at this stage. The bank statement clearly reflects that all withdrawal requests made over the weekend and Friday afternoon were processed on Monday, which is a common and well-understood banking practice.

At the same time, I would like to encourage the casino to proceed with the additional verification process to ensure a smooth resolution for all parties involved.

We appreciate your understanding on this matter and look forward to your cooperation.

Hello!

Martina, allow me to clarify regarding the statement "the bank statement shows that payments made over the weekend were only processed on Monday." Until the client provides proof of this through the email used for correspondence with our specialists, we cannot accept these words as valid evidence. 

Please ask the client to send a relevant excerpt from the bank statement showing this or provide confirmation from their bank representatives.

The issue is that the client never explained that payment processing days may vary, and this information is also missing from the documents provided.

We have not stopped reviewing the client’s request, but can we receive a response from the client via email to proceed? We have not received any reply from the client in the last three emails.

Dear Pin-Up Casino Team,

Thank you for your continued attention to this matter. As you know, it is widely accepted that bank transactions are not processed over weekends, and we generally regard this as a standard fact that does not require additional proof.

I would be grateful if you could take this into account when reviewing the case. Requesting the player to demonstrate something so universally understood may place an unnecessary burden on them. If we cannot find a mutually agreeable solution, I may have to close the complaint as unresolved, which could in turn impact your safety index — something I would very much prefer to avoid.

I hope we can resolve this amicably, and I kindly invite you to reconsider your position.

Hello!

We heard you. Since the client’s bank does not process payments on weekends, the specialists will take this into account. Further instructions will be sent to the client in the near future.

I highly appreciate it.

please let us know the outcome!

Hello!

We confirm that the player successfully completed the additional verification on 19.08.2025 at 14:44 GMT+3. The ability to use balances has also been restored. We kindly ask the player to double-check everything once again.

Thank you for your cooperation.

Dear hugo3493,

Can you please? And let us know?

Dear hugo3493,

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,
Martina
Casino.Guru