Pin-Up Casino - Igrački nalog je zatvoren bez jasnog objašnjenja.

Dear Casino Guru Experts,

I am reaching out for your assistance regarding an issue with PinUp Casino.

After registering with the casino, I made my first deposit and received a matched bonus. I played only slot games and managed to win €1,700. However, according to the bonus terms, the maximum allowed winnings are limited to 5x the bonus amount. As a result, €1,000 was removed from my balance, which I understand is in line with their terms.

I proceeded to complete the wagering requirements and submitted all documents for verification. My account was confirmed as fully verified via email.

However, immediately after this confirmation, I received another email stating that my account had been locked. I contacted their live chat support and was given a vague and unsatisfactory explanation. They referred to Clause 6.17.1 of their Terms and Conditions, which mentions:

"Any guaranteed profits obtained through bonus or promotional offers are considered abuse. This includes: guaranteed income strategies and unfair bonus wagering."

I am confused by this reasoning, as I followed the stated bonus rules and played slot games without using any prohibited strategies. I am requesting your help in clarifying the casino’s actions and obtaining a transparent explanation for the account lock.

Thank you for your support.

Best regards,

Dear floradores2000,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Pin-Up Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please clarify when exactly was your account created and when it was closed? 
• Can you request a game log from the Pin-up casino, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

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,

Katarina

Hello and thank you for the reply.

1) Account created on 03.06.2025 , closed on 09.06.2025.

2) I will request the game log from the casino, but I am not sure they will cooperate.

3) I forwarded you 2 email from the casino. One about verification and the second about account locked.

The last communication was via live chat, where they mentioned the reason for closing of my account.

Pinup casino dont have email for support, only live chat. So I requested the game log via chat. Please check the screenshot of there reply.

Dear floradores2000,

thank you for your message and your emails.

Unfortunately, the picture you have shared in your last reply is very blurry and therefore unreadable. Could you please forward it to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

Hi,

I sent it to you by email.

Thank you very much, floradores2000, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello floradores2000,

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 and to see if I can help somehow.

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,

Following an internal re-evaluation by our specialists, a decision has been made to unblock your account.

We apologize for any inconvenience caused and thank you for your understanding.

Hello and thank you.

I just logged in to my account and made withdrawal. Will update you on the process.

I just checked and the casino has paid me. Thank you very much for your help in resolving the issue. Thanks to everyone for their assistance.

Dear floradores2000,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru