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Account blocked and jackpot non-payment of $86,592,893 at Pin-Up Casino

Case description:

I am filing a formal complaint against Pin-Up Casino for the unjustified withholding of my funds and the blocking of my user account.

After placing a legitimate bet using only real money funds, I won a jackpot of exactly $86,592,893. Immediately after this winnings were recorded in the system, the platform closed my session and completely blocked my access, preventing me from logging in or requesting a withdrawal of my money.

When I contacted the platform's support, they simply gave me evasive and prefabricated answers, stating that I supposedly "violated the terms and conditions," but they flatly refused to specify which clause I violated or to present any evidence of their accusation.

I declare under complete honesty that:

I have not used VPN networks or prohibited software tools.

I do not own duplicate accounts nor do I share the network with other casino users.

All my previous deposits were made using payment methods under my strict account holder name.

Attached to this claim is the official screenshot proving I won the prize of $86,592,893 just before the account was blocked. I request the intervention of the Casino Guru mediation team to compel Pin-Up Casino to conduct the corresponding manual audit, provide transparency regarding the reasons for the block, and release all of my legally won funds.

Bloqueo de cuenta e impago de premio mayor por $86.592.893 en Pin-Up Casino

Descripción del caso:

Presento una queja formal contra Pin-Up Casino por la retención injustificada de mis fondos y el bloqueo de mi cuenta de usuario.

Tras realizar una jugada legítima utilizando exclusivamente saldo de dinero real, obtuve un premio mayor por el monto exacto de $86.592.893. Inmediatamente después de registrarse esta ganancia en el sistema, la plataforma cerró mi sesión y bloqueó por completo mi acceso, impidiéndome ingresar o solicitar el retiro de mi dinero.

Al comunicarme con el soporte de la plataforma, se limitan a darme respuestas evasivas y prefabricadas, indicando que supuestamente "infringí los términos y condiciones", pero se niegan rotundamente a señalar qué cláusula específica incumplí o a presentar alguna prueba de su acusación.

Declaro bajo total honestidad que:

No he utilizado redes VPN ni herramientas de software prohibidas.

No poseo cuentas duplicadas ni comparto la red con otros usuarios del casino.

Todos mis depósitos previos se realizaron con métodos de pago bajo mi estricto nombre titular.

Adjunto a esta reclamación la captura de pantalla oficial que demuestra la obtención del premio por $86.592.893 justo antes del bloqueo. Solicito la intervención del equipo de mediación de Casino Guru para que obligue a Pin-Up Casino a realizar la auditoría manual correspondiente, transparentar las razones del bloqueo y liberar la totalidad de mis fondos ganados legalmente.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify the situation.

• Which game did you play to accumulate the jackpot win that your complaint concerns?
• Did you notice any bugs or technical issues while playing this game, such as losing bets not being registered, an unusually high number of bonus spins, or unusually high winnings?
• Could you please forward me the communication between you and the casino’s customer support regarding the accusations made against you? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Thank you for reviving my case. I tried many times to get a clear answer, but they never told me why the block occurred. They gave me different explanations. I really hope you can help me.

Gracias por haber revivido mi caso de verdad que trate muchas veces de que me dieran una respuesta clara y nunca me dijeron el por que del bloqueo me salieron con diferentes versiones de verdad espero que me puedan ayudar

Thank you for your emails.

• Could you please forward me the communication you had with the casino’s customer support as well? This can include emails, chat transcripts, or screenshots of your conversations.
• How long have you been playing at Pin-Up Casino?
• Was your account fully verified in the past?
• Were the bets from your Mines gameplay recorded normally in your gaming history?

Thank you for your cooperation.

Dear Clau1985.cony,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I replied to his email; there I sent him all the information and screenshots he requested.

Le respondia a su correo hay le envíe toda la información y las capturas de pantalla qué me solicito

Thank you for providing me with additional screenshots. However, I have still not received answers to all the questions I previously asked you:

• How long have you been playing at Pin-Up Casino?
• Was your account fully verified in the past?
• Were the bets from your Mines gameplay recorded normally in your gaming history?
• What was the real-money balance in your account at the time the casino closed it?