Pin-Up Casino - Spelarens konto har stängts och pengarna konfiskerats.

Hello,

I am submitting a formal complaint against Pin-up Casino regarding my account with ID: [85955749].

My account was suddenly blocked, and my remaining real money balance of 200 AZN was confiscated. When I contacted the live chat support to ask for the reason, the agent provided me with clauses 11.8, 24.10, and 24.11, accusing me of "bonus abuse" and being a "bonus hunter".

I am a regular player and I have never engaged in any unfair practices, strategy manipulation, or bonus abuse. I strictly played within the normal rules of the games. When I demanded evidence or my game history logs to understand this false accusation, another live support agent named Leyla stated that "the system automatically blocks accounts when it detects a violation, and they cannot intervene or change this".

Stating that a "robot/system blocked it automatically and we cannot do anything" is a clear violation of user rights and standard licensing regulations. They are using automated system glitches as an excuse to confiscate my legitimate funds. They refuse to review my case manually or provide any proof of violation.

I request Pin-up Casino to provide concrete evidence of my alleged violation to the mediators of this platform. If they fail to do so, I demand the immediate unblocking of my account or the full refund of my 200 AZN deposit.

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? Which bonuses have you benefited from in the casino?
• Could you please share with me your communication with the casino regarding the accusation made against you? Include the portion where particular rules or the description of the accusations is specified. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear ferid_trader99,

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,
Tomas
Casino.Guru