Pin-Up Casino - Conta do jogador bloqueada durante o processo de retirada.

Upon my registration and verification at the casino, I made deposits and withdrawals with no significant issues. However, when I attempted a larger withdrawal, they requested my bank statement with the visible number of my credit card. I explained that my bank does not provide bank statements in this way (since a card can be misplaced or the chip damaged, but the bank statement shows both the deposits and withdrawals I made in their casino).

All of this occurred on March 20th.

I had to wait until April 14th, the end of my bank account's monthly cycle (from the 14th to the 13th of each month) to send them the statement showing my transactions with the casino, Pin-up, which turned out to be a scam.

Once I was able to download the bank statement from my bank's app and send it to them, they replied with the same message that the credit card number was not visible.

When I reached out to the casino's chat support team, I was informed they couldn't resolve the issue and that I should persist with the casino's support email.

I sent them the bank statements again yesterday, and the casino responded that they would analyze my case. This morning my account was blocked; I was unable to enter the casino using my password. Moments ago, I received a message accusing me of forging documentation or that the account was not mine - despite me providing them with my ID and the bank statements (which had a QR code and were under my name).

They used this to deny returning the 2,518 pesos I had in my account.

The worst part is that first, they claimed that the problem was the credit card number not being visible on the bank statement, and now they are insinuating that I am not the account owner - even though I can send them a selfie for proof.

I am uncertain if I can retrieve my money or if you can assist me, but what is certainly irritating is how such a fraudulent casino seems to have a high rating - the primary reason I decided to try my luck there.

I have attached documents with evidence of my deposits to the casino from my bank statement, screen captures of account transactions when I still had access to the casino, and my Mexican identification all with QR codes for further security.

I hope you could lower the casino's rating to prevent other players from being exploited in this way.

As a gambler, one accepts the risk of losing, but it is unacceptable for a casino to fabricate ludicrous excuses to rob you and then block your account, especially when you have funds in it.

Initially, they complained about the card number on the bank statement (even though I sent them a bank statement showing the transactions at the casino and a QR code). Later, they claimed I was not the account owner, pushing me to go as far as offering to send them a selfie with my credit card to get my money back.

Hopefully, you can assist me in recovering my money. If not, I trust you will take into account my complaint to lower the casino's rating.

El casino al registrarme, verificar correctamente y apostar en él hice retiros y depósitos sin mayores problemas, pero cuando hice el mayor retiro me mandó un mensaje que necesitaba mi estado de cuenta con el número de la tarjeta plastico visible yo les comente que mi banco no daba así el estado de cuenta (ya que el plástico tarjeta se puede extraviar o bien se puede dañar el chip pero que en el estado de cuenta aparece tanto los depósitos como los retiros que hice en su casino).

Todo esto el dia 20 de marzo.

Tuve que esperarme hasta el día 14 de Abril que es el corte de mes de mi cuenta bancaria (dias 14 a 13 de cada mes) para mandarles el estado de cuenta donde se ven visibles los depósitos y los retiros que hice en este casino de pin-up que es un fraude.

Una vez que ya pude descargar el estado de cuenta disponible en la app de mi banco y enviarselos estos me contestaron lo mismo que el número de la tarjeta no se veía visible.

Me comunique con el chat y estos me dijeron que ellos no podían arreglar nada que insistiera en el correo de soporte del casino.

Volví a mandar el dia de ayer los estados de cuenta y el casino me contestó que analizarían mi caso, hoy en la mañana mi cuenta la bloquearon ya no podía entrar al casino con mi contraseña y hace unos momentos me mandaron un mensaje diciendo que falsificó documentación o que la cuenta no es mía siendo que mande mi identificación, envie los estados de cuenta que cuentan con código Qr cuenta que esta a mi nombre.

Y de esa forma negar el regreso de mis 2,518 pesos que tenia en la cuenta.

Lo peor repito es que primero fue el numero de la tarjeta en el extracto o estado de cuenta bancaria ahora se inventa que yo no soy la de la cuenta les puedo mandar una selfie.

No se si pueda recuperar el dinero o si ustedes me puedan ayudar ojala me puedan apoyar primero dios, pero lo que sí es molesto es que le den una calificación tan alta a un casino desde mi propia experiencia es el peor de todos. (Esa calificación tan alta es por la cual yo quise probar suerte en este casino)

Envió documentos como mi estado de cuenta donde aparecen los depósitos al casino, mando capturas de la cuenta transacciones cuando aun podía entrar al casino y puedan ver como en el estado de cuenta se visualiza esos depósitos. Igual que mi identificacion mexicana para que vean como soy yo todo cuenta con codigo QR para mayor seguridad.

Ojala puedan bajar la calificación del casino, eso es lo mas importante para que este no se lucre de otros jugadores.

Como apostadora esta bien perder una sabe el riesgo, pero con un casino no ponga pretextos tontos y de hurto y te bloquee la cuenta con un pretexto o invención de lo primero que se le ocurra y peor aun con fondos en esa cuenta.

Primero fue el numero de la tarjeta en el estado de cuenta (mando el estado de cuenta con las transacciones en el casino este estado de cuenta con codigo qr) después fue el que yo no soy de la cuenta con todo y que propongo mandarles una selfie con la tarjeta plastico para que me regresen mi dinero.

Dios quiera que me puedan apoyar en recuperar mi dinero, si no pueden ojala tomen en cuenta mi queja para que le bajen la calificación al casino

Dear maricandimaldonado,

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. 

Do I understand correctly that your account was verified in the past?

Also, do I understand correctly that the casino blocked your account based on your bank statement?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The last email from the casino

Hello!

Your account has been blocked for violating one or more clauses of the User Agreement, in particular clause 7.11. "It is prohibited to present falsified documents or documents that actually belong to someone other than the actual owner of the account during account verification or other verification activities carried out by the Site Administration. Without a doubt, the Site Administration will consider such actions as fraudulent and we will be forced to immediately deny access to the services website and block your account."

The account cannot be unlocked.

Sincerely,

PIN-UP Support

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Common sense I can take a selfie and a video with the bank statement or statement or with the plastic card with which I deposited funds at the casino and it is shown on the account statement I sent. Likewise, I can send a selfie with my ID so that they can be sure that it is me.

Thank you very much for helping me really, Kristina, but it is degrading how the casino expresses itself about someone even questioning in the last message that I falsified documents, (the account statements have a QR code and likewise in the last sheet of the statement of account has the necessary documentation to download the tax treasury document in Mexico called SAT is tax treasury)

I don't think I have contact with the casino anymore, Kristina, you see that he told me that my account can no longer be unlocked since what else can I do, I only ask that the casino's rating be lowered, if I opened an account in that fraudulent and disastrous casino pin-up was because of the rating I saw on the guru portal.

So that no more people fall into the clutches of this casino.

When they see a player who can beat them in the long term, they block him by making excuses as stupid as the one they made with me.

Example.

1. Saying that they needed my bank statement where the transaction movements I made at the casino could be read and the plastic card number could be read.
2. When I said that I would wait for my bank account to be cut off, which is every 13th of each month, when I send it and they see that the deposits I made at the casino actually appear, they think of another pretext to cancel my account.
3. They block my account, the casino tells me that I am a scammer and forger of documents, or that the account belongs to someone else.

It's easy to solve this and realize their lies. I only ask for common sense from the casino and they realize that it really is a miserable casino. They want a selfie. I sent them one with my identification regulated by Mexican law. The bank account is in my name María Candelaria. Maldonado García, the same person who would send them the selfie and with my identification in hand (today this is requested in many digital banks).

Let them not invent excuses.

They blocked my account, they don't want me to play in their casino. Ok, I'll leave the pin-up casino happy, but give me my money back.

Kristina I have been playing for more than 20 years in physical casinos in Mexico and more than 10 in online casinos for entertainment and it is the first time that I have suffered theft and offenses from a casino, and honestly I also offended them when I saw what they really are. scammers

Kristina, I thank you very much for your support in this matter, and believe me, I am not a bad person, but something I hate is lying and taking advantage of other people's money. As a bettor, you know that you can lose and the risk is normal, but that They don't let you withdraw what you earned or recovered and 1 month later I was waiting, so that they had the pdf account statement in their hands, saying that I forged documents or that my account belongs to someone else, me telling them that I took a selfie and them They don't care, they didn't take my comment seriously, it's really annoying and I hope you understand me, something I hate is theft and taking advantage of others.

1. Regarding your questions, Kris, if the account was verified, I have made 2 or 3 withdrawals with the pin up casino. In fact, in the account statement you have, Kristina, the casino deposits appear, if you cannot identify them, I will mark them for you.
2. If the casino says that I forged papers and that my account belongs to someone else, that is what they told me in the last message I posted above. I can send a selfie with the ID legally in Mexico and the bank account is in my name.
3. I don't think I have any more contact with the Kristina casino, they themselves say in the last message that my account can no longer be unlocked.

I repeat, I thank you very much, Kristina, and I'm sorry if I went on a bit, especially if you see my annoyance, but believe me, what they do is horrible, 2,500 is a lot of money, but if you're lucky and win, for example, 50,000 dollars, they will suspend your account. It is a dangerous casino.

Thank you

El ultimo correo del casino

¡Hola!

Su cuenta ha sido bloqueada por violar una o más cláusulas del Acuerdo de usuario, en particular, la cláusula 7.11. "Está prohibido presentar documentos falsificados o documentos que realmente pertenezcan a otra persona que no sea el propietario real de la cuenta durante la verificación de la cuenta u otras actividades de verificación llevadas a cabo por la Administración del sitio. Sin duda, la Administración del sitio considerará tales acciones como fraudulentas. y nos veremos obligados a denegar inmediatamente el acceso al sitio web de servicios y bloquear su cuenta ".

La cuenta no se puede desbloquear.

Atentamente,

Soporte PIN-UP

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Sentido común puedo tomarme una selfie y un video con el estado o extracto de cuenta bancaria o con el plástico tarjeta con la cual deposite fondos en el casino y se muestra en el estado de cuenta que envié. De igual forma puedo enviar una selfie con mi identificación para que ellos tengan la seguridad que soy yo.

Muchas gracias por ayudarme kristina en verdad, pero es denigrante como el casino se expresa de alguien poniendo hasta en duda en el ultimo mensaje que yo falsifico documentos, (los estados de cuenta tienen codigo QR y de igual forma en la ultima hoja del estado de cuenta tiene la documentación necesaria para bajar el documento de hacienda impuestos en Mexico llamada SAT es hacienda impuestos)

No creo tener ya contacto con el casino yo kristina ves que me comento que mi cuenta ya no se puede desbloquear ya que mas puedo hacer, solo pido que le bajen la calificación al casino, si yo abrí una cuenta en ese casino fraudulento y nefasto de pin-up fue por la calificación que vi en el portal de guru.

Para que ya no caiga mas gente en las garras de este casino.

Ellos cundo ven a un jugador jugadora les puede ganar a largo plazo lo bloquean poniendo pretextos tan tontos como el que hicieron conmigo.

Ejemplo.

1. Decir que necesitaban mi extracto bancario donde se leyeran los movimientos transacciones que hice en el casino y que se leyera el numero de la tarjeta plastico.
2. Yo al decir que me esperaría al corte de cuenta de mi cuenta bancaria que es cada dia 13 de cada mes, al mandarlo y ellos visualizan que efectivamente aparece los depósitos que realice en el casino, piensan en otro pretexto para cancelarme la cuenta.
3. Me bloquean la cuenta el casino me dice que soy una estafadora y falsificadora de documentos dios, o que la cuenta pertenece a otra persona.

Fácil resolver esto y darse cuenta de sus mentiras solo pido sentido común del casino y se den cuenta que realmente es un casino miserable, quieren una selfie les envió una con mi identificación regulada por la ley mexicana, la cuenta bancaria esta a mi nombre María Candelaria Maldonado García la misma persona que les mandaría la selfie y con mi identificación en mano (hoy esto lo piden en muchos bancos digitales).

Que no inventen pretextos.

Me bloquearon la cuenta no quieren que juegue en su casino ok me voy feliz del casino pin-up, pero regrésenme mi dinero.

Kristina llevo jugando mas de 20 años en casinos físicos en México y mas de 10 en casinos online como entretención y es la primera vez que sufro un hurto y unas ofensas de un casino, y sinceramente yo también los ofendí al ver lo que son realmente unos estafadores

Kristina te agradezco mucho tu apoyo en este asunto, y créeme no soy una mala persona pero algo que odio es la mentira y el aprovechamiento con el dinero de los demás, una como apostadora sabe que puedes perder y es normal es el riesgo, pero que no te dejen retirar lo que ganaste o recuperaste y 1 mes despues yo esperando, para que ellos tuvieran el estado de cuenta en pdf en sus manos decir que falsifico documentos o que mi cuenta es de otra persona yo diciéndoles que me tomo una selfie y a ellos les da igual, ni tomaron importancia a mi comentario, es realmente para molestarse y espero me entiendan, algo que odio es el robo y el aprovecharse de los demás.

1. Respecto a tus preguntas kris si la cuenta fue verificada he hice 2 o 3 retiros con el casino pin up de hecho en el estado de cuenta que tienes kristina aparece los abonos del casino si no logras identificarlos te los marco.
2. Si el casino dice que falsifico papeles y que mi cuenta pertenece a otra persona es lo que me dijeron en el ultimo mensaje que te coloque mas arriba. Puedo mandar una selfie con la identificación legalmente en Mexico y la cuenta bancaria esta a mi nombre.
3. No creo tener mas contacto con el casino kristina ellos mismos dicen en el ultimo mensaje que mi cuenta ya no se puede desbloqueada.

Repito te agradezco mucho kristina y perdón si me alarge un poco y mas si ves mi molestia pero creeme es horrible lo que ellos hacen, 2500 es un dinero pero si tienes suerte y ganas ejemplo 50mil dólares y te suspenden la cuenta. Es un casino peligroso.

Gracias

Thank you very much, maricandimaldonado, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello maricandimaldonado,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I understand your frustration with the whole situation. We do list that Pin-up Casino does have a strict verification process (many documents are required), but the casino needs to follow certain rules and regulations as well. Know Your Customer (KYC), along with Anti-Money Laundering (AML), constitutes a very important and essential process, and these processes can sometimes be a bit lengthy and require some specific documents.

I will contact the casino to shed more light on this matter.

We would like to invite Pin-Up Casino to join the conversation.

Dear Pin-Up Casino,

Can you please provide more information on how you determined the player provided a forged document? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hello, maricandimaldonado!

Our specialists have detected signs of document forgery. They are ready to reconsider the verification process if you provide them with a photo of the printed bank statement with the bank stamp and the employee's signature via email for the requested period.

Hello, Michal.

We have sent you an email with more detailed information. Currently, we have proposed an option that may help clarify the situation.

I had to send an email to pin-up casino to their support because I did not receive any email from them checking spam and there was no email from them as they mentioned. I sent my account statement that they requested, for the 5th time because I would have already sent it to them 4 times.

I send screenshots of the last sheet of the account statement that I sent where the QR code and digital seal appear from both sat (doing taxes in Mexico) and banxico (Central Bank of Mexico, giving total legality as an account statement valid by law in Mexico.

And above all, easily verifiable on any page of these organizations on any official site in Mexico or with a cell phone camera with the QR code.

Pin-up casino I add the page where you can confirm this account statement and any stamp by sat hacienda in Mexico.

Verificacfdi.facturaelectronica.sat.gob.mx

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I copy and paste the message that I sent to pin-up casino the written message of the capture that I added in this message, which is the email that I just sent to pin up support (The PDF is the last account statement where the deposits appear and the withdrawals you make with pin-up casino) and the last sheet of the account statement is the screenshot that you also added in this message.

Pin up comments on guru casino they sent me an email (nothing arrived in my email, I also checked spam) I sent the requested account statement showing withdrawals and deposits that I made in their pin-up casino app and website as you can see in The last sheet has everything related to it with a digital seal and QR so that you can verify its legitimacy in my name María Candelaria Maldonado García.

Regarding the fact that they ask for the signature of a bank employee, it is impossible, that is from 1990, no bank today gives you a bank statement with that signature of a human collaborator of the bank, that no longer exists today, they put the digital seal and its respective QR to validate its authenticity. Digital seal and QR that is valid by Banxico (central bank of Mexico) and sat (tax treasury in Mexico). It has all the legitimacy by law

-------------------

Well, waiting for the money that was left in my account to be returned to me. And be able to solve this problem.

Le tuve que enviar un correo a pin-up casino a su soporte porque no me llegó ningún correo electrónico de ellos revise spam y no había ningún correo electrónico de ellos como comentaban. Envié mi estado de cuenta que solicitaban, por 5ta vez porque ya se los habría enviado 4 veces.

Envío capturas de la última hoja del estado de cuenta que envié dónde aparece el código QR y sello digital tanto de sat (haciendo impuestos en México) y banxico (Banco central de México, dando total legalidad como estado de cuenta válido por ley en México.

Y sobre todo fácilmente verificable en cualquier página de estos organismos en cualquier sitio oficial de México o con una camara de celular con el código QR.

Pin-up casino les agrego la página donde pueden confirmar este estado de cuenta y cualquier sello por sat hacienda en México.

Verificacfdi.facturaelectronica.sat.gob.mx

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Copio y pego el mensaje que le envié a pin-up casino el mensaje escrito de la captura que agregue en este mensaje que es el correo que acabo de enviar al soporte de pin up (El PDF es el último estado de cuenta donde aparecen los depósitos y las retiradas que realize con pin-up casino) y la última hoja del estado de cuenta es la captura que agregue también en este mensaje.

Pin up comentan en guru casino me enviaron un correo electrónico (no me llegó nada a mi correo electrónico también revise spam) envío el estado de cuenta solicitado donde aparecen retiros y depósitos que realize en su app y web casino pin-up como pueden ver en la última hoja tiene todo lo referente con sello digital y QR para que verifiquen su legitimidad a mi nombre María Candelaria Maldonado García.

Sobre qué piden la firma de un empleado bancario es imposible eso es de 1990 pasado, ningún banco hoy te da un estado bancario con esa firma de un humano colaborador del banco, eso ya no existe hoy en día, ponen el sello digital y su respectivo QR para validar su autenticidad. Sello digital y QR que tiene validad por banxico (banco central de México) y sat (hacienda impuestos en Mexico). Tiene toda la legitimidad por ley

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Bueno esperando se me regrese el dinero que quedó en mi cuenta. Y poder solucionar este problema.

I uploaded the PDF when I made this complaint to pin-up casino, anyway I will send it again to Kristina and Michael in their emails, thank you

I also add in this message a verification screenshot of the treasury portal in Mexico that everyone can do with their cell phone camera with the QR code (it will take them to this portal and the data filled in) and they will be able to verify the account statement that is in my name . I repeat, you only need to capture the QR code with your cell phone camera and you will be able to verify that the account statement is in my name.

There is no such thing as a fake pin-up casino

El PDF lo subí cuando realize esta queja a pin-up casino, de todas formas vuelvo a enviárselo a Kristina y Michael en sus correos electrónicos gracias

También agrego en este mensaje captura de verificación del portal de hacienda en mexico que todos pueden hacer con su camara de celular con el código QR (los llevará a este portal y los datos llenos) y podrán verificar el estado de cuenta que está a mi nombre. Repito solo necesitan capturar el código QR con camara de su celular y podrán verificar como el estado de cuenta está a mi nombre.

No existe ninguna falsificación pin- up casino

Hello, maricandimaldonado!

The option with a photo of the printed bank statement with the bank stamp and the employee's signature was suggested to me directly for you, without sending you the email I mentioned earlier. A printed statement is an alternative to the PDF statement; specialists will not accept anything else. Regarding scanning the QR code, we do not perform such manipulations because the code may contain a virus.

Dear maricandimaldonado,

Thank you for your comments and the provided evidence. Although I can agree with you that nowadays banks issue documents in electrical/digital form, your bank should be able to provide you with a paper-printed bank statement with the bank stamp and the signature of an employee when you request it. This would be undeniable proof and is crucial to move with your complaint further.

Dear Pin-Up Casino,

I have sent you an email with additional information and am awaiting your response.

Hello, Michal.

We have received your email and have provided a response to it.

Thank you for your understanding.

Dear Pin-Up Casino,

I have responded to you.

Dear maricandimaldonado,

Please let me know once you obtain the bank statement with the bank stamp and the signature of an employee and add my email michal.k@casino.guru in the "Cc" when you send it to the casino team.

Dear maricandimaldonado,

Thank you for the provided document.

Dear Pin-Up Casino,

Hopefully, this was the final hurdle for the player and once you verify the documents, you will proceed with the withdrawal.