Pin-Up Casino - 플레이어의 계정이 차단되어 접근할 수 없습니다.

They blocked my account for allegedly violating terms and conditions 7.7. I had never had any problems in fact, I made deposits and withdrawals... until I accumulated good profits and could no longer withdraw money or play or bet. until they blocked my account and I can no longer access it... and in the chat they only tell me that they can't do anything else...

Me bloquearon mi cuenta por supuesta infringir terminos y condiciones 7.7.. nunca habia tenido problemas de hecho hacia depositos y retiros..hasta que se me acumularon buenas ganancias y ya no pude retirar dinero ni jugar ni apostar. hasta que me bloquearon la cuenta y ya no puedo acceder a la misma..y en el chat solo me dicen que no pueden hacer mas..

Dear oswaldobmco2,

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 were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• 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?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning..Of course I will send you communication with the casino to your email.

My account was like 6 months old.

Durango during that period I had no problems depositing and withdrawing... until 20 days ago when I wanted to withdraw a good amount they no longer allowed me and I contacted the support chat where they told me that my account was under review... I imagine it was because of the accumulated profits... which were already somewhat high. My account at this time was already verified and since I didn't see a solution I questioned them again via chat because they no longer allowed me to play or bet but I could still see my balance. I received an email that required a video verification... for time for casino security. I made the video and yesterday my account appeared suspended... I could no longer access it and immediately contacted support via chat... and because they could not give me more information and that I had violated the terms and conditions regarding point 7. Today I received an email from the support manager to inform me that my account was canceled forever and that they would not return my winnings of 802,000 pesos that I legally won after hours and hours of betting and gaming... What an easy way not to pay you. Thank you for supporting the community in need to question these casinos that attack their customers in this way.

Buen dia..Claro le envio comunicacion con casino a su correo electronico.

Mi cuenta tenia como 6 meses.

Durango ese periodo no tuve priblemas para depositar y retirar.. hasta hace 20 dias que quise retirar una buena cantidad ya no me prrmitieron y me comunique al chat de soporte donde me comentaron que estaba en revision mi cuenta..imagino que por Las ganancias acumuladas.. quenya eran algo elevadas..mi cuenta en este momento ya estaba verificada y al no ver solucion volvi a cuestionarlos via chat porque ya no me permitian jugar ni apostar pero si podia ver mi saldo aun. Me llego un correo que ocupaba una verificacion via video..por tiempo para seguridad del casino. El video lo hice y el dia de ayer ya me aparecio suspendida la cuenta..ya no pude accesar y me comunique imediatemente a soporte al chat..y poes no me pudieron dar mas informacion y que habia infringido los teminos y condiciones en lo referente al punto 7. El dia de hoy me llego correo del manager de soporte para infoemarme que mi cuenta estaba cancelada para siempre y que no me regresarian el dinero de mis ganancias 802000 pesos que gane legalmente tras horas y horas de apuestas y juegos.. Que facil manera de no pagarte. Gracias por apoyar a la comunidad necesitada para cuestionar a estos casinos que atacan de esta manera a sus clientes.

Thanks for the explanation.

Do you remember which information you struggled to provide during the video verification to your knowledge?

Hello..Thanks for following up on the case.

As you mentioned, they sent me a link for a second account verification... the account was verified with my documentation.

In this video it seemed to me that I would only have one chance to answer clearly and quickly.. the first question I didn't even know what they asked me because time is very short and also you have to adjust your image to the quadrant of the video.. the other question where the amount of the last bonus was questioned I also didn't answer exactly because I didn't remember since I had already been 3 weeks without playing due to an account restriction. I did answer the other questions correctly... such as the name of the banks where the deposits and withdrawals came from and where the account is registered.

I think there are more ways to reliably verify the account, but I was told it was beyond repair and that it was closed and couldn't be reopened, even though they had already completed an initial verification. The survey result is still listed as pending. Thank you for your help!

Hola..Gracias por el seguimiento del caso.

Como comentas me enviaron un enlace para una segunda verificacion de la cuenta.. la cuenta estaba verificada con mi documentacion.

En este video me aparecia que solo tendria una oportunidad para contestar de manera Clara y rapida.. la primera pregunta si no supe ni que me.preguntaron porque el tiempo es muy corto y aparte tienes que ajustar tu imagen al cuadrante del video..la otra pregunta donde se cuestionaba la cantidad del ultimo bono tampoco la conteste de forma exacta porque no lo recordaba pues ya tenia 3 semanas sin jugar por restriction de la cuenta. Las demas preguntas si las conteste bien..como nombre de los bancos de donde venian los depositos y retiros y lugar de donde esta registrada la cuenta..

Creo que hay mas formas de verificar la cuenta de forma fidedigna pero me dijeron que ya no tenia solucionby que estaba cancelada y no se podria reabrir..apesar de que ya tenian una primera verificacion. Anexo resultado de la encuensta aun aparece como pendiente. Gracias por su ayuda!

Thank you very much, oswaldobmco2, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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 oswaldobmco2, I've just reviewed your case, and I’m sorry that you’re facing this challenge with the block on your account. I will reach out to the casino and see what can be done to help you once they reply.

Dear Pin-Up Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, clarify how the additional video verification went and why the player's account was blocked.

I look forward to hearing from you. If you have any supporting evidence, please email it to me at natalia.b@casino.guru.

Kind regards,

Natalia

Hello, oswaldobmco2!

As our support operators have already informed you, your account was blocked due to a violation of the Terms of Service, which you agreed to upon registration. The account is not subject to unblocking.

Hello, Natalia!

We will send you details of the incident by email.

Thank you for your responses and follow-up on the Natalia case. I truly appreciate your help, because, as the casino representative said, my account was blocked, and as the casino representative said, I had already been informed that the account was permanently blocked.

The problem is that they don't want to give me back what I had in balance and that I earned legally.

In 6 months, I was never informed that I was violating the terms and conditions while I was depositing and/or losing money. I was even able to withdraw money from some of my winnings, where I could recover some of my losses. The blocking and additional verification problem arose when I started winning and when I wanted to withdraw more winnings... which I insist were legal.

I truly hope this case is resolved to the satisfaction of both parties.

The problem was so serious that I still received emails from the VIP department I belonged to at the casino because I was a good customer.

Greetings..

Gracias por sus respuestas y seguimiento del caso Natalia. En verdad aprecio su ayuda ya que como dice el representante del casino..mi cuneta fue bloqueada y como bien dice el representante del casino ya me habian informado que la cuenta esta bloqueada permanentemente.

El problema es que no me quieren regresar lo que tenia de saldo y que gane de manera legal.

Jamas en 6 meses me informaron que estuviera incumpliendo los terminos y condiciones mientras estuve depositando y/o perdiendo dinero..incluso pude retirar dinero de algunas ganancias donde podia recuperar algo de lo perdido.. el problema de bloqueo y verificacion adicional vinieron cuando comenze a ganar y cuando quise retirar mas ganancias..que insisto fueron de manera legal..

En verdad deseo se resuelva este caso para conformidad de Las 2 partes..

Tan es asi el problema que aun asi me seguian llegando correos del departamento VIP al que pertenecia en el casino por ser buen cliente..

Saludos..

Dear Pin-Up Casino, I will be expecting updates from your security team regarding my follow-up email sent on 26.03.25. Thank you.