Pin-Up Casino - A conta do jogador foi encerrada.

the site didn't open, we used vpn, we are from kazakhstan.

Hello. I was blocked in the casino pin-up25u.com. I played in b╚Aviatorb╩ and did not receive any benefit. However, the support service refers to the point of the rules 6.17.1, saying that I allegedly used a strategy for a guaranteed profit. This is not true. I just played, did not withdraw money and did not violate the rules. Please help resolve this situation and restore the account. Due to his age, my grandson is helping me with the letter.

I am attaching a screenshot of the correspondence with support. And also the history of bets that there were losses. The amount on the balance at the time of blocking was 300,000 tenge. And the deposit on the site was 150,000 tenge +

сайт не открывался использовали впн, мы с казахстана.

Здравствуйте. Меня заблокировали в казино pin-up25u.com. Я играла в б╚Авиаторб╩ и не получила никакой выгоды. Однако служба поддержки ссылается на пункт правил 6.17.1, говоря, что я якобы использовала стратегию для гарантированной прибыли. Это неправда. Я просто играла, не выводила деньги и не нарушала правил. Прошу помочь в разрешении этой ситуации и восстановлении аккаунта. Ввиду своего возраста мне помогает с письмом мой внук. 

Скриншот переписки с поддержкой прилагаю. И так же историю ставок что там были поражения. Сумма на балансе на момент блокировки составляла 300.000 тг. А депозит на сайт был 150.000 тг +

Dear zbw8g97mpt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pin-Up Casino. let me refer to the specific rule:

6.17. Abuse of bonus and promotional offers.

6.17.1. Obtaining any guaranteed profits using bonus or promo offers is considered to be an abuse. This includes: guaranteed income strategies, unfair bonus wagering.

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?
• Have you completed the account verification?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?

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

1) I was a player on the pinup project for more than 2 days, previously I played on 1win

2) I verified my account

3) I put money on withdrawal, the operator said that everything was fine with the application and to wait for the money. Then a message came to the mail that the account was blocked, and when I went to the site I saw this.

4) I reached the current balance with the funds that I deposited from my grandson's card, all receipts are available. The amount was more than 150,000 tenge. Please, sort out the situation and return my funds. This is more than $300

1) игроком на проекте pinup я была более 2х дней, ранее играла на 1win

2) я совершала верификацию аккаунт

3) я поставила денежные средства на вывод, оператор сказала что с заявкой все хорошо и ожидать деньги. Затем на почту пришло сообщение что аккаунт заблокировали, и уже зайдя на сайт я увидела это.

4) я достигла текущего баланса с помощью денежных средств которые я закинула с карты внука, все чеки имеются. Сумма была более 150.000 тенге. Прошу пожалуйста разберитесь в ситуации и верните мою денежные средства. Это более 300$

I would also like to note that I did not use any vouchers or bonuses that the casino provided me, but only relied on my deposit.

Так же хочу отметить что я не пользовалась ни ваучерами ни бонусами которые предоставили мне казино, а лишь полагалась на свой депозит.

Can you please consider my request?

Можете пожалуйста рассмотреть мой запрос

Thanks for your reply.

Please note the following rules of the casino:

6.1. The company does not accept any funds from third parties. You may only deposit funds from the account registered in your name.

6.1.1. If a security check shows that a deposit was made by a third party, the Company reserves the right to nullify all winnings on this account and block it until any circumstances in question have been clarified.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

 Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, or this possibility is communicated beforehand. Technically, it is very difficult to check who the owner of the payment method is at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use the allowed payment methods. If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Okay, let them return the deposit I made. I don't claim any winnings.

хорошо, пусть вернут внесенный депозит. Я не претендую на выигрыш.

Thanks for your reply.

Sadly, we won't be able to assist you with the casino, only returning the deposits, due to the nature of the issue being a third-party deposit. In the future, be sure to use only payment methods in your own name when playing in an online casino, otherwise, you might face similar difficulties.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.