Pin-Up Casino - Das Konto des Spielers ist gesperrt.

They've been bothering me for days with their additional verification and they haven't given me a solution. My account is blocked and won't allow anything. I want to withdraw my 262 euros and have them delete my account or help me take legal action, please.

Hace días me tienen a vueltas con su verificación adicional y no me dan solución mi cuenta se encuentra bloqueada y no permite nada quiera sacar mis 262euros y que eliminen mi cuenta o que me ayuden a tomar acciones legales por favor

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please advise which documents you have already provided for your KYC and when exactly did you send the last one?
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, I played live casino, like slot machines, I also made sports bets.

They asked me for my bank statements as a KYC check, and I sent them and even abrita. They gave me an answer.

.without a bonus I have not used a single bonus

Since that date they have not given me a solution and I have only deposited twice in that casino and on those two occasions I have had problems with the deposits as well. I just want them to let me withdraw my money and delete my account.

Hola jugué casino en vivo, como máquinas slots también hize apuestas deportivas

.me pidieron mis extractos bancarios como kyc y los mandé y hasta abrita. Me dan respuesta

.sin bono no eh utilizado ni un bono

Desde esa fecha no me dan solución y yo solo eh depositado 2 veces en ese casino y en esas 2 veces eh tenido problemas con los depósitos de igual manera, solo quiero que me dejen retirar mi dinero y eliminen mi cuenta

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello,

thank you for your message and email and for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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, any news? The casino doesn't give me a solution until I open it. I just want to withdraw and delete my account.

Hola alguno novedad el casino no me da una solución hasta abrita yo solo quiero retirar y que eliminen mi cuenta

Dear Alejandragutierrez,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pin-Up Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account is blocked?

Thank you in advance for providing the information.

Hello,

The gaming account is not blocked — the user can verify this by logging into the website. However, restrictions have been applied to the account, including the inability to withdraw funds. These restrictions may be reconsidered once the client provides statements for all deposits made on the platform.

Communication between the specialists and the client is conducted via email. The latest response from the specialists was sent to the client on August 5, 2025. We kindly ask the client to follow the specialists’ instructions and await feedback within 5 business days.

Thank you for your cooperation.

Thank you Pin-Up Casino Team for the explaining the situation.

Dear Alejandragutierrez,

Can you please check it up and give us an update?

Dear Alejandragutierrez,

Would you be so kind as to send me the bank statement showing the deposits you made?

Please send it directly to my email address: martina.b@casino.guru.

Thank you very much for your cooperation.

Hello, I already sent everything to the private message.

Hola ya le mandé todo al privado

Dear Alejandragutierrez,

Thank you very much for the email!

I can see you have deposited 2x .. 11.7.2025 and 12.7.2025 and neither of which is 130 USD, so that transaction is not clear to me at all. Can you elaborate on that, please? And also I would kindly ask you to me to my email screenshots your transaction history from YOUR CASINO ACCOUNT?

Dear Pin-Up Casino Team, from the bank statement of the player there are visible two deposits. Player´s name and Bank´s name are visible. Is there anything else you need from the player?

Hello, 

The bank statements provided do not include all the required payments. Specifically, proof of a €5 payment and a €130 payment is missing.

Although the customer submitted screenshots showing confirmation of the €130 payment, these are not accepted as valid proof. The customer must request official PDF statements directly from their bank and send them to us.

After the customer obtains the statements from the bank and sends them to us, they can expect their request to be reviewed within 5 business days. A response, including further instructions, will be provided without fail.

Please note that all requests are processed in the order they are received.

Thank you for your understanding.

Hello, the €130 deposit is a mistake on their part. I only deposited once, so my balance would be less than that €130. I no longer have access to my account and they blocked it. It won't let me in. It's €5. They'll never get that €130 because they made a mistake, so I contacted support about that problem. They would have to reduce my balance by half to let me withdraw.

Hola el depósito de 130 € es un error de ellos yo solo deposite una vez mi saldo sería menor esos 130€ ya no tengo acceso a mi cuenta y ame la bloquearon no me deja entrar y de 5 € esta hay, esos 130€ nunca los van a pillar ya que ellos se equivocaron por lo que yo me comunique con soporte por ese problema. Tendría que reducir mi saldo ala mitad para dejarme retirar

Dear Alejandra,

I understand it’s only €5, but it is standard procedure for casinos to ensure deposits match the player’s bank statement. Therefore, I kindly encourage you to send the casino a copy of your bank statement showing all of your deposits.

Dear Pin-Up Casino Team,

I can see that the €130 deposit is in question. Could you please provide the player’s transaction history, game log, or any other proof showing that this €130 was credited to the player’s account?

Thank you in advance for your cooperation.

I don't understand, they duplicated my deposit by mistake, my account balance should be €130, I no longer have access to my account, they blocked it and it won't let me in.

There are in the bank statement the only 2 deposits I made, one of €130 and another of €5

No entiendo ellos lo duplicaron mi depósito por error mi saldo de la cuenta tiene que ser de 130€ ya no tengo acceso Ami cuenta ellos la bloquearon y no me deja ni entrar.

Hay en el extracto bancario están los únicos 2 depósitos que hize uno de 130€ y otro de 5€

Dear Pin-Up Casino,

I imagine there may have been some initial confusion, as I also did not immediately notice these deposits in the player’s account. However, since the bank account is in Bolivian currency (Bolivian boliviano), I converted the amounts — 1,052.14 BOB and 40.46 BOB — which correspond to €130 and €5 respectively.

I trust this clarifies the matter, and I kindly ask if you can now accept these deposits as confirmed.

Hello,

The statement is missing a deposit made by the client on 06.07.2025 at 05:41:14 GMT+3 for 5 EUR.

Regarding the deposit credited to the client on 14.07.2025 at 17:57:05 GMT+3 for the amount of 130 EUR, which the client claims they did not make, details are being clarified with the payment solution provider.

Dear Pin-Up Casino thank you I truly appreciate it!

On the bank statement I can only see those 2 deposits ..5€ on 11.7.2025 and 130€ on 12.7.2025.

Can you please send me the transaction history of the player to see how it is on his gaming account? Because since these dates do not add up, we need to find out why to solve it.

Hello, nothing, please give me an answer. I've been waiting for a month and a few days. It's a long time and I don't have a solution.

Hola nada que me dan una respuesta ya llevo esperando 1 mes y días es mucho tiempo que no tengo solución

Hello,

At the moment, we are conducting our own verification to clarify the details regarding the deposits. This is to avoid spending time later trying to understand what came from where. We kindly ask you to extend the timer and wait a little longer. The result will be reported in the complaint.

Thank you for your understanding and patience.

How much longer will I wait? I just want to withdraw my money, it's a long time, almost a month and a half.

Cuánto tiempo más esperaré solo quiero retirar mi dinero, es mucho ya mes y medio casi

Hello! 

We conducted a review of the player’s deposits and determined that the transaction dated 12.07.2025 22:35:36 GMT+0 for the amount of €130 was indeed not made by the player. Accordingly, the funds mistakenly credited for this deposit were removed from their balance, and the specialists will no longer request confirmation of this transaction in the bank statement.

At the same time, the deposit of €5 dated 06.07.2025 02:41:14 GMT+0 was successfully processed, as confirmed by the payment provider. The reasons for the absence of this transaction in the client’s bank statement must be clarified by the player. It is possible that another card or e-wallet was used for the payment.

Martina, the requested information has been sent to your email. Please review the message.

Thank you for your cooperation.

Hello, the missing €5 deposit was made through an intermediary called Yolo Pago, which doesn't provide a statement. It only provides an image of the payment receipt. What would be the solution, or should I send the payment receipt?

Hola el depósito de 5€ que falta se realizó mediante un intermediario que es Yolo pago que no da extracto, solo es comprobante de pago en imagen cual sería la solución o mando el comprobante de pago?

Dear Alejandra Gutierrez,

I kindly suggest sending all the documents and information you can get, to the casino at your earliest convenience.

Dear Pin-Up Casino Team,

Thank you very much for your update and for providing the document. Could you please review the payment receipt once you receive it and let us know the outcome at your earliest convenience?

Thank you

Hello,

The client must send the specialists a detailed explanation of the origin of this deposit by email, as well as provide confirmation from the resource’s staff that the statement cannot be issued by this service. After that, the request will be reviewed by the specialists, and a decision will be made on an individual basis. A response will be provided within the established timeframe — up to 5 business days.

Dear Alejandragutierrez,

can you do it, please?

Dear Alejandragutierrez,

I’d like to kindly remind you that using a third party’s payment method to fund an account is generally considered a serious violation of most online casinos’ terms and conditions. These rules are in place to protect players and operators alike from risks such as fraud, identity theft, and money laundering.

For your own security, and to avoid any future issues, we strongly recommend that you use only payment methods that are verified and registered in your own name.

Thank you very much for your understanding.