Pin-Up Casino - Igrački račun je zatvoren, a dobici konfiskovani.

My Pin-Up account was permanently blocked and 24,000 AZN of real money winnings were confiscated.

The casino first claimed "bonus abuse" and later alleged "multi-account / device / household usage".

No factual or technical evidence has ever been provided.

Key facts:

- The jackpot was won using real balance funds.

- My account was fully verified (KYC approved).

- Deposits were accepted and gameplay was allowed.

- The alleged violations were only discovered after a large withdrawal request.

- The casino explicitly stated they are not obliged to provide evidence.

- The decision was declared final and further communication was refused.

This represents arbitrary and selective enforcement.

I request an independent review and the release of my legitimate winnings

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please advise whether there is any chance that you have indeed created more than one account at this casino?
• If there isn't, is there any possibility that someone from your household or using the same IP address has also created an account here?
• When exactly was your account created and when was it closed, please?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I don't have more than 1 account, and I don't have anyone on the same IP address as me. I don't remember the date of registration of my account, but this is the closing date of 19.12.2024

Hello User049,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, User049. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear User049,

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, Michal (michal.k@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,

Kristina

Hello User049,

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!

We have sent an email with an explanation to your email address. We would appreciate it if you could review it at your earliest convenience.

Thank you for your cooperation.

Dear Pin-Up Casino,

Thank you for your email. I have responded back with some additional enquiries and am awaiting your response.

Dear User049,

Thank you for your emails and the provided information and evidence. I acknowledge your previous response: "I don't have more than 1 account, and I don't have anyone on the same IP address..."

Could you kindly verify whether any of your family members or friends hold an account with Pin-Up Casino? If they have, have you been playing from the same location at a similar time, perhaps during a visit?

Additionally, which devices have you utilized to access and play at Pin-Up Casino?

Have you made just a single deposit at Pin-Up Casino? If that is not the case, could you please share how many deposits you have made and the payment methods you have employed?

Hi Michal, I don't have more than one account and I play from home. But maybe I connected to the internet address in a hotel or cafe and played, maybe it shows the same IP address there, but that's not my problem. I used 1 device. I didn't just make 1 deposit, I made many, all using the same payment method. They tell me that I abused the bonus, although I got the winnings with my main balance. Thanks for your answer

Dear User049,

Thank you for your prompt response; however, you have not fully answered my questions. Kindly verify whether any of your family members or friends hold an account with Pin-Up Casino. If they have, have you been playing from the same location at a similar time, perhaps during a visit?

Additionally, please forward me details of the payment method you used in the casino.

Have you claimed bonuses in the casino in the past? If so, when was the last time you claimed a bonus, and which one was it, please?

I don't remember exactly, but the last time I got the bonus was when I made the last deposit, if I'm not mistaken. But I didn't use that bonus because when I had 24,000 winnings, I wanted to withdraw it, so I canceled the active bonuses because on the pinup platform, if you want to withdraw, the active bonuses are canceled.

pinup casino said I violated the bonus rules and they repeated it many times so why are they now saying the same ip address or multiple accounts? Don't you think this is fraud? Why did they change their mind when I complained? They never provided me with any proof and said it was not required according to the site's internal rules

Michal Bey, I have sent you all the information via private email, where you can see the alleged violation of the rules by Pinup Casino against me.

Dear User049,

Thank you for getting back so fast. The Pin-Up team has shared information indicating that there may have been several rule-related concerns linked to your account, and I am currently reviewing these details.

To ensure accuracy, do I understand correctly that your account was closed over a year ago and the funds you are requiring were also confiscated at that time?

yes my account was blocked on 19.12.2024 and my winnings were confiscated. Please ask them for proof, they say it was a violation of the rules but they don't provide proof

Michal bey, I want to mention one thing for your information. I won the prize and first created a withdrawal request for 1000Azn. After 24 hours, my withdrawal request was canceled and I created a withdrawal request again and it was canceled again. I wrote to the operator about this. They asked me for confirmation, although my account was confirmed. They sent me a link and I passed the confirmation again. 1 day after the confirmation, my profile was blocked. They told me that I abused the bonus. Let's say I abused the bonus. This rule applies to winnings won with the bonus balance. I won my winnings to the main balance. I randomly won the jackpot listed above in the SHİNING CROWN game. Thank you for your attention. I believe that you will solve this problem. I will get my winnings back.

Dear User049,

I have sent you an email containing some questions, and I await your response.

I have sent you a reply

Thank you for providing the information and evidence, Pin-Up Casino Team.

Dear User049,

After thoroughly reviewing all the relevant information and evidence we could gather, we regret to inform you that we must reject your complaint as it is deemed unjustified due to violations of the casino's terms and conditions.

There were clear indications of rule violations that have been communicated to you previously. Furthermore, during the investigation, it was discovered that you utilized a third-party payment method, which is considered a serious breach of the rules in nearly all online casinos.

Given these circumstances, the casino team acted in full accordance with its regulations, and as such, this case will be officially closed as unjustified.

In the future, I strongly recommend familiarizing yourself with the casino's rules and adhering to them.

If you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to assist.

Best regards,

Michal

Casino Guru