Pin-Up Casino - Depozit igrača je odložen i odbijen.

Hello Casino Guru Team,

I would like to file a complaint against Pin-Up regarding a deposit of 440 AZN (approximately $250 USD).

I made the deposit using my Visa/Mastercard bank card. During the payment process, I entered my card details on the Pin-Up website and received a 6-digit OTP/security code from my bank. I entered this code on the Pin-Up payment page and completed the verification process.

After the payment, Pin-Up kept me waiting for approximately 9 days. Eventually, they rejected the deposit and claimed that the money would be returned to my account because they supposedly had not received it.

However, I contacted my bank, and the bank confirmed that the payment was successfully completed and sent to the recipient. According to my bank, the payment was not returned or cancelled, and they stated that the recipient's claim that they did not receive the payment was incorrect.

Pin-Up then asked me to provide a video or screenshot showing that my bank had confirmed the payment. I provided the requested evidence.

Despite providing evidence from my bank, Pin-Up's live support then told me that even if I provided evidence, my money would not be credited to my account.

I believe this is extremely unfair. I successfully completed the payment using my bank card and OTP verification, my bank confirms that the payment was completed, and I have provided evidence to Pin-Up. Nevertheless, Pin-Up is refusing to credit the 440 AZN to my account and is not providing a reasonable explanation or solution.

I would greatly appreciate it if Casino Guru could review this case, contact Pin-Up regarding the transaction, and help me recover my 440 AZN deposit.

I can provide screenshots, bank confirmation, payment details, correspondence with Pin-Up support, and any other evidence required.

Thank you for your assistance.

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Hello,

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 specify when you made the deposit in question to the casino?
• Have you made any previous successful deposits in the casino?
• Could you please share with me your communication with the casino regarding the issue? 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

I made the deposit on 28 August 2026.

I have made deposits and withdrawals with this casino before. In the past, I have occasionally experienced similar situations when transferring money from one card to another during the deposit process. However, those issues were resolved sometimes within a few hours and sometimes after a few days.

This time, however, the situation is completely different. The money was withdrawn using my bank/card information, but Pin-Up told me that they had not received the money and that it would be refunded to me within 3 business days.

More than 10 days have now passed. My bank clearly states that a refund is not possible because the transaction was successfully completed and the money was transferred.

At first, Pin-Up told me that the bank could not have said such a thing and asked me to provide proof if the bank had actually stated this. I provided the requested evidence. However, after receiving the evidence, their support team simply changed their position and told me, very clearly, that this was not their concern and that they would not credit or refund my money.

The entire conversation with the support team is still available, from beginning to end, in Azerbaijani. I can provide these messages and all the relevant bank/payment evidence as proof.

I believe this situation needs to be investigated properly because the money was taken from my bank account, but Pin-Up is refusing to take responsibility or return the funds.

I have also provided a PDF file containing my bank transactions for the entire past month.

I initially attempted to make a deposit of 450 AZN. I entered the OTP/security code provided by my bank on Pin-Up, but the transaction was declined because the available balance was insufficient due to the additional commission/fee.

I then attempted the transaction again with 440 AZN, and this time the payment was successfully completed.

All of these details can be clearly seen in the screenshots and documents I have provided. The transaction amounts, OTP verification, payment status, and other relevant information are all included in the evidence.

Thanks for the explanation.

Please send the supporting evidence you refer to in your posts to me for review.

My email is tomas@casino.guru