Reclamação #137 Pin-up Casino

My Casino account blocked and no feedback

Por Pankaj15

há 2 anos

I hope this message finds you well. I am writing to express my deep dissatisfaction and frustration with the recent experience I have encountered as a customer of your online Pin-up casino. My Username is 917977665904 , and I have been an active participant on platform for more than 1 year without any prior issues.

To my astonishment, on 11/12/2023, I discovered that my account had been inexplicably blocked, rendering me unable to access the funds I had deposited and preventing me from enjoying the gaming services I have come to appreciate on your platform. This unexpected blockade has not only caused me significant financial inconvenience but has also tarnished the positive perception I once had of your casino.

I have diligently reviewed casinos terms and conditions and found no violation on my part that would warrant such drastic action. Moreover, attempts to seek clarification or resolution through their customer support channels have proven futile. I have submitted multiple inquiries via email and attempted to engage in live chat sessions, but I have received no response or explanation regarding the rationale behind the account blockade.

This lack of communication and transparency is both distressing and unacceptable. As a valued customer, I deserve the courtesy of a prompt and detailed explanation for the sudden account suspension. I implore your team to investigate this matter urgently. As my funds of Rs. 36000+ are blocked. I need money very urgently.

I appreciate your immediate attention to this matter and anticipate a swift resolution.

Cassino em disputa Pin-up Casino

Motivo Encerramento de conta

Valor ₹36000

Discussão

AskGamblers

• Support Team

há 2 anos

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Pin-up Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Pankaj15

há 2 anos

Email is sent to AskGamblers, right?

Pin-up Casino

• Representative

há 2 anos

Hello,

We have sent you an email.

AskGamblers

• Support Team

há 2 anos

Dear Pin-up Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Thanks in advance for your cooperation.

Raio-X do Pin-up Casino

Resolvido 81 / 84

Valor médio $2,251

Duração média da reclamação 10 dias

Resposta média 1 dia

Pin-up Casino Reclamações

Veja todas as reclamações deste cassino

Deixaram o pais e nao pagaram

Eu moro no brasil e o site da PIN-UP operava normalmente no brasil! porem no começo do ano, somente os sites que tivessem a licença do governo poderiam operar no brasil, e a PIN-UP não obteve a licença, e assim foi embora do brasil, sem terminar minha verificação adicional que pediram, porem desde outubro eu ja tinha avisado eles da licença, eles falaram por email que os advogados estavam resolvendo o processo pra obter, porem deu a data e eles foram embora e não terminaram minha verificação, que ja estava a ser feita desde OUTUBRO! tiveram mais de dois meses para verificar todos os dados, eu enviei todos os documentos pedido, mesmo pedindo alguns documentos absurdo como comprovantes dos meu primeiros depósitos, sendo que ja tinha a conta a anos, cada vez que eu enviava um documento demoravam uma semana pra aprovarem e pediam outro, assim foi se passando os meses e no começo do ano falaram que não iriam mais continuar com o processo de verifiação, pois eles estavam saindo do brasil por não ter a licença, sendo que avisei eles desde de OUTUBRO dessa licença,e pra piorar quando eles pediram o primeiro documento eles não proibiram de jogar na conta, que era o que devia ser feito, pois ela estava em verificação, ai eu ganhei um bom dinheiro e bloquearam a conta no outro dia pra eu não poder mais jogar nem nada. No chat falam que eu tenho que esperar eles voltarem para o brasil pra continuar o processo de verificação, porem eu ja estou em outro pais e num pais onde eles operam normalmente, mas mesmo assim dizem que eu tenho que esperar eles obterem a licença, licença que nunca sai.
Resumindo tiveram 3 meses pra veirificar minha conta, enrolaram esses 3 meses, foram embora do brasil, não me pagaram! e provalvelmente não iram voltar ao brasil, ou seja o unico no prejuizo fui eu , tenho toda conversa e as datas salvas no email, desdo primeiro dia,tambem tenho print da tela dizendo que minha conta se encontra verificada, eu acho que uma casa que faz isso não é confiavel, pois sabendo dessa licença que entraria em vigor eles deveriam ter agilizado o processo de verificação e não foi o que fizeram e foram embora do pais devendo uma vergonha!
Eu quero um prazo de quando voltaram para o brasil, pois não tenho a vida toda pra esperar, e se não voltarem até o prazo dado quero o dinheiro de volta só isso que peço

Não resolvido

Conta passando por analise

Sempre joguei nele, porém nunca mais havia ganhado, por isso, deixei de jogar! Recebi um SMS informando que teria um bônus no casino e isso me chamou atenção para fazer um depósito, quando o fiz, o bônus não foi creditado e ao entrar em contato com o suporte me disseram que minha conta está passando por análise e que não teria um tempo médio para resolver a questão. Isso já fazem meses.

Não resolvido

R$25

Verificacao sem fim

Eu tenho uma conta verificada no Pin-Up com ID 12460948

No dia 11/05/2023 Pin-up me obrigou a passar por uma verificação adicional.

O bate-papo online deles não pode fornecer nenhuma informação sobre verificação nem mesmo o motivo. Eles apenas se comunicam por e-mail. Mas muito lento. Geralmente leva de 4 a 5 dias úteis para responder.

Enviei uma selfie solicitada, enviei extrato solicitado, enviei documentos, selfie segurando celular com documento e aplicativo aberto. (muito constrangedor)

E a cada e-mail é uma "verificação" diferente, o mais estranho é que se for fazer deposito não precisa da tal verificação adicional, agora para efetuar saque; Verificação. Sem ao menos explicar o motivo.

Outra situação é que eles tem todos os meus dados de cartão que usei para deposito e estão me pedindo extrato de um cartão virtual que não consigo fornecer no momento pois o banco não consegue me passar por ser um carão novo, encaminhei print da conversa com o atendente do banco com todas as informações, mas encaminhei extrato que consta claramente transações com a plataforma Pin-UP.

Não resolvido

Additional Verification delayed from last 5 months

Dear Askgamblers Team,

I want to officially complaint against pin up casino.

My account Id on pin up casino is 21566135. When I joined this casino I liked it very much and really though this is one of the very best betting site in the world.

I lost too much money here and also won. That’s a part of game but never faced any difficulty in deposits or withdrawals. But then suddenly when I started playing with high stakes something happened. Around five months back when I won continuously 4-5 bets suddenly my withdrawal declined and when I contact support they told me you need to go through additional verification before getting a withdrawal.

My account was already verified but still they told me to do additional verification. I thought okay not an issue let’s complete it.

But then when I started the additional verification process this casino started their harassment and never ending process of verification.

One by one after every five days they request some new document and when I submit after five days they again request something new.

Over time I have submitted each and every document they asked me to submit. But still my verification is not been completed. Infact my account is also blocked and I have no access to it. I have over Rs 90,000 in my account but all they are doing is delaying my verification intentionally and not allowing me to withdraw my funds.

Now, askgamblers team you are my last and only hope. Kindly help me in resolving this issue with pin up casino.

Resolvido

₹90,000

Unjust seizure of deposits totaling 75000 INR due to impossible verification deadlines

I am lodging this complaint against Pin-up Casino regarding two missing deposits totaling 75,000 INR (50,000 INR and 25,000 INR). Despite providing all legal proof of payment, the casino has refused to credit my account and has informed me that my funds are "lost."

Timeline of Events:

The Deposit: I made two deposits (50k and 25k), which were successfully debited from my bank but never credited to my Pin-up wallet.

Initial Evidence: I provided immediate proof via screenshots showing the Merchant Name, Date, Time, and UTR/Transaction numbers.

The Impossible Demand: The support team demanded a PDF bank statement within a 24-hour deadline.

The Obstacle: These transactions were made via Credit Card. As per banking regulations, official statements are only generated at the end of the monthly billing cycle. My bank confirmed it was impossible to generate a formal PDF statement mid-cycle.

The Rejection: I explained this limitation to Pin-up support, but they refused to extend the deadline or accept the UTR screenshots as temporary proof.

Final Submission: Once my billing cycle ended, I provided the official PDF statement. The casino then claimed that because I missed the initial "one-day deadline," my funds were forfeited.

Key Points for Mediation:

Proof of Funds: I have submitted the official PDF statement, which clearly shows the funds leaving my account and going to the casino’s payment processor.

Unreasonable Deadlines: A 24-hour deadline for a monthly credit card statement is a physical impossibility. Using this as a reason to "loot" or seize a customer's deposit is predatory and against fair gaming practices.

Enrichment: The casino has received my 75,000 INR. To keep the money without crediting my player account is a direct theft of funds.

Resolvido

₹75,000

Pin Up Casino withholds 7027 MXN violating Forced Payment Order from Curacao Ministry of Finance ID 61868027

My account (ID 61868027) was self-excluded, and the balance of $7,027 MXN must be returned.
1. Government Intervention: The Curacao
Gaming Control Board (CGCB) and the Ministry of Finance intervened in my case and ordered Pin-Up Casino to immediately transfer the funds. Evidence of the email where I notified the casino of this order is attached.
2. Evasion and Disobedience: Pin-Up has ignored the regulatory order and missed the Thursday (October 16) ultimatum. I attach evasive emails where they ask me to use the chat, ignoring the government's order.
Requested Outcome: I demand the immediate transfer of the $7,027 MXN to my registered bank account to close the case.

Rejeitado

$7,027

Pin - up Casino - INR 5k deposit not credited to account

I deposited 5k using Paytm on 22/9 and money got debited from my account but even after couple of hours the amount never arrived at my pin up account balance. I inquired in chat and a ticket was created TS-2189228 but on 26/9 I received an email stating my money was not received hence my balance will not be credited with 5k. I provided bank statement showing the debit of the funds but to no avail. They are keep on stating that they have not received the funds. They are not even trying to help me. I request askgamblers team to help me in this regard. Attaching Paytm screenshot and bank statement where debit under IMPS number 691092008459 is visible.

Resolvido

₹5,000

INR 20k Withdrawal is not credited to bank account

I requested a withdrawal of 20k on 20/9/25 at around 5am. I waited but money did not come to my bank and then I contacted the chat support and per them they created a ticket TS-2184999. After some hours I contacted them again and this time they said my withdrawal was successful at 9.31am on 20/9/25. I checked with my bank but they didn't receive it. I visited my bank today and per them there is no such credit to my account of 20k on 20/9/25 and they asked me to contact the sender because sometimes once NEFT payment is failed, it will go back to sender. When I explained this to them they are coming up with same response that it's successful and not helping me. I'm attaching all docs like my bank statement from 20/9 to 25/9 and the payslip which they have provided. please help me to get my money.

Resolvido

₹20,000

Pin-Up Casino - My additional verification is not completed since 15 July