Pin-Up Casino - Račun igrača je blokiran, a sredstva su konfiskovana.

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Hello,

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.

• Did you pass the verification before you lost access to the account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please forward the communication in which the casino informed you of their decision? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
• Additionally, when was the last time you played with bonuses in this casino?

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,

Attila

Dear Attila,

I have submitted my detailed answers along with all the supporting documents and screenshots directly to your email address (attila.g@casino.guru). Please review them at your earliest convenience.

Best regards,

[Redacted]

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, Samuel (samuel.s@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,

Attila

Dear Mahammad,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Pin-Up Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Pin-Up Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

The decision to block your account was made by our Security Department based on an analysis of your activity on the website and is fully in accordance with Clause 7.1 and 7.3 of the User Agreement.

This decision was made in line with standard industry practices. Such measures are implemented by all responsible platforms to ensure security, fair play, and equal conditions for all users. Our goal is to uphold the established rules and protect the interests of the entire gaming community.

At this time, there are no grounds for reconsidering this decision.

Samuel, we have sent you an email with a detailed explanation. Please review it at your convenience.

Thank you for contacting us.

Hello everyone,

Dear Pin-Up Casino,

thank you for your response and for providing the additional explanation and supporting evidence via email. I will review the materials carefully.

Dear Mahammad,

to help me assess this case independently, I would like to ask you to send me your original bank statement in PDF format covering the period from 1. November 2025 until July 2026, for the card ending in 416973******0880.

Please make sure it is the original PDF issued by your bank and send it directly to my email - samuel.s@casino.guru .

Once I have reviewed both the casino's evidence and your bank statement, I will be in a better position to evaluate the case and determine the appropriate next steps.

Thank you for your cooperation.

Dear Mahammad,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru

Hello everyone,

the complaint has been reopened at the player's request.

Dear Mahammad,

thank you for getting back to me. It appears that, due to an unknown issue, I unfortunately did not receive the email you previously sent, which prevented me from continuing the review of your case. I apologize for the inconvenience.

Could I kindly ask you to send me once again the original bank statement in PDF format covering the period from 1 November 2025 until July 2026, for the card ending in 416973****0880**?

Please send it directly to my email at samuel.s@casino.guru.

Once you have sent the email, I would also appreciate it if you could leave a short reply here in the complaint thread confirming that it has been sent, if possible. This will help us ensure that the communication has gone through successfully.

Once I receive and review the document, I will continue with my assessment of the case.

Thank you for your cooperation.

Hello Samuel,

Thank you for reopening the case. I have just sent the requested PDF bank statement for the card ending in 0880 to your email address. Please check and let me know once you receive it.

Respectfully,

Gasim

Dear Samuel,

As requested, I have sent the PDF bank statement and the m10 video recording directly to your email.

Please review these files and reply here to confirm that you have successfully received them.

Best regards,

Qasim

Hello everyone,

thank you for the update.

Dear Mahammad,

thank you for your cooperation. I can confirm that this time I successfully received all five of your emails, including the original bank statement and the video recording from your M10 Wallet. I appreciate you taking the time to send everything again.

After reviewing the documents, however, it is still not entirely clear to me what exactly the casino was referring to in its previous explanation. For that reason, I have already contacted the casino by email and requested additional clarification and supporting information.

Dear PIN-UP Casino,

I would appreciate it if you could review my email and reply at your earliest convenience. Your clarification will help me independently assess the evidence and move this complaint toward a fair conclusion.

I will await the casino's response before proceeding further.

Thank you both for your cooperation.

Hello!

Samuel, we await your reply by email.

Thank you for your cooperation.

Hello everyone,

Dear PIN-UP Casino,

thank you for your email. I have reviewed your latest request.

To keep the complaint process as transparent as possible, I would kindly ask you to repeat the same request directly here in the complaint thread. Please clearly specify which bank statement you require from the player, the period it should cover, and the email address to which it should be sent.

Dear Mahammad,

once the casino posts the request here, please send the requested bank statement directly to the email address provided by the casino and let us know once you have done so.

Thank you both for your cooperation.

Hello!

We require a PDF bank statement for card 4169****0880 covering the period from 26.11.2025 to 11.01.2026. The player should send it to the following email address: moderation@pin-up.casino

Thank you for your cooperation.

Hello everyone,

Dear PIN-UP Casino,

thank you very much for your cooperation and for posting the request publicly in the complaint thread. I appreciate your assistance, once you have received and reviewed the document, I would appreciate it if you could provide us with an update on the outcome of your verification.

Dear Mahammad,

please send the requested PDF bank statement for card 4169****0880 covering the period from 26.11.2025 to 11.01.2026 to moderation@pin-up.casino and let us know here once you have done so.

Thank you both for your cooperation.

Dear Samuel,

Thank you very much for your guidance and for keeping this entire process transparent. I have just sent the requested PDF bank statement for card 4169****0880 (covering the period from 26.11.2025 to 11.01.2026) directly to moderation@pin-up.casino.

I only wish PIN-UP Casino had simply requested this bank statement when I contacted their support team directly multiple times. If they hadn't insisted on abruptly closing my account and confiscating my funds, we could have resolved this easily without all this hassle.

I await their confirmation once they review the document. Thank you again for your assistance!

Hello!

Samuel, we await your reply by email.

Thank you for your cooperation.

Hello everyone,

thank you for the updates.

Dear PIN-UP Casino,

thank you for your message and for the information you have already shared with me via email. I appreciate your cooperation.

Before I can reach a final conclusion in this case, I have requested a few additional supporting documents from the casino to independently verify the information provided. Once I receive and review these materials, I will proceed with my assessment of the complaint.

Dear Mahammad,

thank you for your patience throughout this process. I am currently awaiting the additional evidence requested from the casino. As soon as I receive and review it, I will provide an update on the outcome of the complaint.

Thank you both for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

Samuel, we already sent a response to your email on July 30 at 10:52 GMT+3. Please check the message and review the information provided.

Thank you for your cooperation.

Hello everyone,

Dear PIN-UP Casino,

thank you for confirming that the requested information has been sent. I have received and reviewed your latest email.

I appreciate the additional information provided. However, I still need to independently reconcile some of the information with the player's bank statement before I can reach my final conclusion. I have therefore sent you a further request by email for additional transaction/deposit information that should allow me to verify the relevant transactions without requiring any confidential screenshots from your internal systems.

I will proceed with my assessment once I have had an opportunity to review the requested information.

Dear Mahammad,

thank you for your patience and for the information you have provided throughout the investigation.

I would like to clarify that I am currently in the final stage of reviewing the available evidence. I have received additional information from the casino, but I am still working on independently verifying the relevant financial transactions against the documentation you provided. I have asked the casino for some further transaction information to help me complete this comparison. I do not need any further action from you at this moment. Once I have completed this verification, I will proceed with my assessment and update both parties accordingly.

Thank you both for your continued cooperation and patience.

Hello Samuel,

We have sent a response to your email. Please check your inbox and review the information provided.

Thank you for your patience!

Hello everyone,

thank you both for your patience and cooperation throughout the investigation.

Dear Mahammad,

I have now completed my review of the additional information and evidence provided by PIN-UP Casino.

The casino provided me with further confidential information and supporting evidence regarding the circumstances of the account closure. I have carefully reviewed this information together with the applicable Terms and Conditions, in particular the provisions concerning Duplicate Accounts.

Based on the evidence available to me, I consider the casino's explanation sufficiently supported and I have not identified grounds to conclude that the casino acted incorrectly when closing the account and applying the relevant consequences under its Terms and Conditions.

For confidentiality reasons, I cannot disclose the specific details of the casino's internal investigation or the information concerning other accounts, as this information was provided to me on a confidential basis. However, I can confirm that I have reviewed the relevant evidence and consider it sufficiently persuasive to support the casino's position.

Therefore, I will now close this complaint as Rejected.

I understand that you may disagree with this conclusion. If you do not agree with the outcome, you may still consider contacting the licensing authority overseeing the casino. You can find more information about the relevant Curaçao licensing authority here:

https://casino.guru/licensing-authorities/curacao-license

Dear PIN-UP Casino,

thank you for your cooperation and for providing the additional information and evidence required for my assessment. I appreciate your assistance throughout the investigation.

Thank you both for your cooperation.

Best regards,

Samuel

Casino Guru