Pin-Up Casino - Igračeva sredstva su konfiskovana.

Hello Casino Guru Team,

I am opening this official complaint against Pin-up Casino regarding the unlawful confiscation of my personal funds. My current account ID is 88028190.

The casino has frozen my account during the verification stage due to a duplicate document issue. Previously, I had a registered account, which I permanently blocked due to my gambling addiction, as part of responsible gaming. I honestly believed that a permanent ban completely wiped my data from the system. After a few months, I created a new account on my current number, which was an honest mistake.

Currently, my balance stands at exactly 847 AZN. Out of this total, 500 AZN is my personal clean deposit (100 AZN + 400 AZN) that I deposited from my personal Kapital Bank card. The remaining 347 AZN is my net winnings. 

I want to highlight a massive scam and unfair practice by Pin-up Casino: Despite their system identifying my document as a duplicate, they willingly accepted my deposits of 500 AZN and allowed me to risk my money. However, the moment I requested a withdrawal, they blocked me. Even worse, the support team told me that I could continue playing and losing my money on the site, but I would never be allowed to withdraw. This proves that the casino is intentionally setting a trap to steal players' deposits.

I fully accept the permanent closure of this duplicate account, and I am not asking for the 347 AZN winnings. However, Pin-up Support team (help@pin-up.support) has officially rejected my refund request and confiscated my entire balance, including my own 500 AZN deposit. 

According to global gambling regulations, international licensing terms, and responsible gaming policies, a casino has the right to void winnings obtained on a duplicate account, but they are STRICTLY OBLIGATED to refund the player's original deposit. Withholding my personal 500 AZN is a clear act of illegal fund theft, especially considering that they accepted the deposit while knowing the account status.

I have all bank receipts from Kapital Bank, my ID card photos, a selfie holding my ID, and the casino's official refusal email ready as evidence. I kindly request Casino Guru to intervene, contact Pin-up management, and help me recover my personal 500 AZN deposit. Thank you.

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Dear Samirgurbanov,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with your account and the confiscation of your balance.

To better understand the circumstances of your case, could you please clarify the following:

• When you created the new account, did you use the same email address and personal details as on your previously self-excluded account?
• Did you successfully complete the KYC verification process on the new account before it was blocked?
• Could you please forward me your original self-exclusion request in which you informed the casino about your gambling addiction, together with the casino's confirmation that your account had been self-excluded?

Please send the relevant communication to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.