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

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Dear Elvin7777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Jean

Hi Jean, thank you for taking my case. However, there is a mistake in the summary. I am NOT from New York, I am from Azerbaijan (Ganja city). Also, I am a male player. Please correct these details so the casino cannot use this as an excuse to reject my claim. Thank you!"

Hi Jean, I would like to clarify a technical detail regarding my activity on the Casino Guru website. Since your website is currently restricted by internet service providers in my country (Azerbaijan), I am forced to use a VPN to access this forum and reply to your messages. This is why my IP address may appear as 'USA' or another location here.

​However, please note that my actual gameplay and transactions on the casino (ID: [redacted]) were conducted without a VPN, using my local Azerbaijani IP address. I am providing this information for transparency to ensure there is no confusion between my forum access and my casino account logs.

Dear Jean,

​I am providing the full transcript of my latest conversation with Pin-up support. As you can see in the screenshots, the agent 'Neymat' clearly admits: 'I have no information about this. The system automatically detected and blocked it, we have no influence over this.'

​This is the ultimate proof that Pin-up has NO evidence, NO manual audit, and NO specific reason for seizing my funds. They are hiding behind an 'automatic system' to avoid paying me. This is a direct violation of transparency and fair gaming. I request a final ruling based on the casino's own admission that they have no information regarding my block."

Thank you for your reply.

Please provide the exact dates of the key events: the date of your deposit, the date you requested the withdrawal, and the date your account was blocked.

Please also forward all communication you have had with the casino to jean.s@casino.guru, including emails, live chat transcripts, and any relevant screenshots.

Once sent, confirm here in the thread.

I await your update.

Hi Jean,

​I have sent an email to you with 7 critical screenshots as evidence for my case (ID: [redacted]).

​These files include:

​Official email confirmation of my deposit (April 19).

​Official withdrawal rejection email (April 20) for 100 AZN.

​Several chat logs where support provides contradictory reasons (claiming technical errors vs. rules).

​The final block notification.

​Please note that I have to use a VPN to access the casino site from Azerbaijan, as it is restricted here. This is why my IP might appear different.

​Please review these documents and let me know the next steps. Thank you."

Hi Jena, I have just spoken with the casino's support agents again, and I have clear evidence that they are contradicting themselves. One of their agents, Musa, explicitly admitted that the block was not a manual decision but was done by the 'system' automatically. I have attached the screenshots of our conversation here.

​They are accusing me of violations without providing any concrete proof, while their own staff admits it's a system-driven issue. This proves my account was flagged and blocked unfairly by an automated error. Please review these screenshots as they confirm the casino has no manual justification for withholding my 100 AZN. I look forward to your fair assessment."

Dear Elvin7777,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Dear Jean and Kubo,

​Thank you for the update. I have noted that Kubo will be handling my case from now on. I am ready to cooperate and provide any additional information or documentation you may need to resolve this issue.

Dear Elvin7777,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Pin-Up Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Pin-Up Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello Kubo,

​Thank you for your support. I would like to inform you that there are no new developments from my side. The casino's support team only claims that the system automatically blocked the account, but they do not provide any proof or explanation for this.

​I kindly request you to thoroughly investigate this case. I appreciate your help.

​Best regards.

I would like to share an important detail that might be the reason behind this automatic block. I have an identical twin brother who also has a fully verified account on Pin-Up Casino with his own ID.

​Since we are twins, we might share the same household or internet connection, which the casino's automated system might have flagged as "duplicate accounts" or "multi-accounting." However, we are two entirely different individuals.

​I am fully ready to provide both of our official IDs, selfies, or any other verification documents to prove our separate identities. Please let me know if I should submit these documents to you to help resolve this misunderstanding.

​Best regards.

Hello!

The decision to block was made by the security team based on an analysis of your activity on the website and fully complies with clause 11.8 of the User Agreement.

The decision has been made in full accordance with generally accepted industry practices. Such measures are applied by all responsible platforms to ensure security, fairness of play, and equal conditions for all players. Our goal is to enforce the rules and protect the interests of the entire player community.

At this time, there are no grounds to reconsider the decision.

Kubo, the details have also been sent to your email address. Please review them at your convenience.

Thank you for your cooperation.

​I want to provide a comprehensive summary of the facts regarding my session and the exact timeline. I request you to verify these details through the official game logs:

​1. Betting Strategy and Gameplay:

​I played "Leprechaun" and "Fruit" slots.

​I started with 0.20 AZN bets on my initial deposit and lost.

​After that, I used my 10 AZN bonus. I felt comfortable placing higher bets (0.40, 0.60, 0.80, and eventually up to 3 AZN spins) because I had a "safety net" of around 18 AZN won from free spins on my balance.

​2. The System Contradiction:

​I successfully completed the 500 AZN wagering requirement.

​At the exact moment the wagering finished, my balance (which was around 380-386 AZN) was automatically capped by the system, and exactly 100 AZN was transferred to my real balance as per the bonus rules.

​My Direct Question:

If there was a "system error" or any "violation," why did the casino's system allow me to complete the wagering and officially convert the bonus into real money? The system processed the transfer to my real balance perfectly. The casino only claimed an "error" and blocked my account at the moment I requested a withdrawal. This is a clear sign of bad faith.

​Please request the game logs to see this organic and manual gameplay. I have lost over 120 AZN here previously; I am a fair player and I am only asking for my legitimate winnings.

​Best regards.

Hello Pin-Up Casino Representative,

​Pointing to Clause 11.8 and using generic copy-paste statements is a standard way to avoid explaining the actual situation.

​Since you claim everything is according to "industry practices," I challenge you to answer these concrete facts directly:

​If my account was in violation of your rules or flagged as a "duplicate," why did your system successfully accept my deposit, let me play, and let me complete the wagering?

​Why does your system only discover these "violations" and "system errors" exactly at the second a player requests a withdrawal?

​Taking a player's real money deposit without any warnings, allowing them to play through, and then locking the account only when they win and try to withdraw is NOT a "fair industry practice." It is a clear trap.

​I have already explained the full, honest timeline of my session to Kubo. I am confident that the game logs you sent will show nothing but natural, manual gameplay. I look forward to Kubo's independent review of your logs.

Hello Casino Guru Team,

​I am sharing official and undeniable proof directly from my Gmail account to show the double standards of Pin-Up Casino. Please review these facts with utmost seriousness.

​Here is the exact timeline of my deposits and the subsequent block (Account ID: [redacted by Casino Guru]):

​April 13: I deposited 20.00 AZN (Successfully accepted, confirmation email received).

​April 18: I deposited 20.00 AZN (Successfully accepted, confirmation email received).

​April 19: I deposited 10.00 AZN (Successfully accepted, confirmation email received).

​For an entire week, the casino's system happily accepted my deposits without any issues, restrictions, or warnings about 'duplicate accounts'.

​However, on April 20, the exact moment I requested to withdraw my legitimate winnings of 100.00 AZN, my payout was instantly rejected (as proven by the Gmail screenshot) and my account was blocked.

​If I had genuinely violated any rules, their system should have flagged and blocked my deposits from day one. Accepting deposits unconditionally but using 'rules' as an excuse only when it is time to pay out is a clear sign of bad faith.

​I kindly request the Casino Guru team to take these official receipts into account and make a fair decision.

​I am presenting the evidence below (Please see the attached screenshots)

Here is the continuation of the evidence).

I apologize for sending the screenshots separately; it seems to be due to an internet connection or upload issue.

​As you can see, the exact dates and times are clearly visible on top of each screenshot. If you look closely at these dates, you will see the exact timeline of my deposits and the subsequent rejection. Thank you for your patience and understanding.

Dear Elvin7777,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo