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They blocked my account for allegedly violating terms and conditions 7.7. I had never had any problems in fact, I made deposits and withdrawals... until I accumulated good profits and could no longer withdraw money or play or bet. until they blocked my account and I can no longer access it... and in the chat they only tell me that they can't do anything else...

Me bloquearon mi cuenta por supuesta infringir terminos y condiciones 7.7.. nunca habia tenido problemas de hecho hacia depositos y retiros..hasta que se me acumularon buenas ganancias y ya no pude retirar dinero ni jugar ni apostar. hasta que me bloquearon la cuenta y ya no puedo acceder a la misma..y en el chat solo me dicen que no pueden hacer mas..

Dear oswaldobmco2,

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 were you a player of the casino and when exactly was your account 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?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning..Of course I will send you communication with the casino to your email.

My account was like 6 months old.

Durango during that period I had no problems depositing and withdrawing... until 20 days ago when I wanted to withdraw a good amount they no longer allowed me and I contacted the support chat where they told me that my account was under review... I imagine it was because of the accumulated profits... which were already somewhat high. My account at this time was already verified and since I didn't see a solution I questioned them again via chat because they no longer allowed me to play or bet but I could still see my balance. I received an email that required a video verification... for time for casino security. I made the video and yesterday my account appeared suspended... I could no longer access it and immediately contacted support via chat... and because they could not give me more information and that I had violated the terms and conditions regarding point 7. Today I received an email from the support manager to inform me that my account was canceled forever and that they would not return my winnings of 802,000 pesos that I legally won after hours and hours of betting and gaming... What an easy way not to pay you. Thank you for supporting the community in need to question these casinos that attack their customers in this way.

Buen dia..Claro le envio comunicacion con casino a su correo electronico.

Mi cuenta tenia como 6 meses.

Durango ese periodo no tuve priblemas para depositar y retirar.. hasta hace 20 dias que quise retirar una buena cantidad ya no me prrmitieron y me comunique al chat de soporte donde me comentaron que estaba en revision mi cuenta..imagino que por Las ganancias acumuladas.. quenya eran algo elevadas..mi cuenta en este momento ya estaba verificada y al no ver solucion volvi a cuestionarlos via chat porque ya no me permitian jugar ni apostar pero si podia ver mi saldo aun. Me llego un correo que ocupaba una verificacion via video..por tiempo para seguridad del casino. El video lo hice y el dia de ayer ya me aparecio suspendida la cuenta..ya no pude accesar y me comunique imediatemente a soporte al chat..y poes no me pudieron dar mas informacion y que habia infringido los teminos y condiciones en lo referente al punto 7. El dia de hoy me llego correo del manager de soporte para infoemarme que mi cuenta estaba cancelada para siempre y que no me regresarian el dinero de mis ganancias 802000 pesos que gane legalmente tras horas y horas de apuestas y juegos.. Que facil manera de no pagarte. Gracias por apoyar a la comunidad necesitada para cuestionar a estos casinos que atacan de esta manera a sus clientes.

Thanks for the explanation.

Do you remember which information you struggled to provide during the video verification to your knowledge?

Hello..Thanks for following up on the case.

As you mentioned, they sent me a link for a second account verification... the account was verified with my documentation.

In this video it seemed to me that I would only have one chance to answer clearly and quickly.. the first question I didn't even know what they asked me because time is very short and also you have to adjust your image to the quadrant of the video.. the other question where the amount of the last bonus was questioned I also didn't answer exactly because I didn't remember since I had already been 3 weeks without playing due to an account restriction. I did answer the other questions correctly... such as the name of the banks where the deposits and withdrawals came from and where the account is registered.

I think there are more ways to reliably verify the account, but I was told it was beyond repair and that it was closed and couldn't be reopened, even though they had already completed an initial verification. The survey result is still listed as pending. Thank you for your help!

Hola..Gracias por el seguimiento del caso.

Como comentas me enviaron un enlace para una segunda verificacion de la cuenta.. la cuenta estaba verificada con mi documentacion.

En este video me aparecia que solo tendria una oportunidad para contestar de manera Clara y rapida.. la primera pregunta si no supe ni que me.preguntaron porque el tiempo es muy corto y aparte tienes que ajustar tu imagen al cuadrante del video..la otra pregunta donde se cuestionaba la cantidad del ultimo bono tampoco la conteste de forma exacta porque no lo recordaba pues ya tenia 3 semanas sin jugar por restriction de la cuenta. Las demas preguntas si las conteste bien..como nombre de los bancos de donde venian los depositos y retiros y lugar de donde esta registrada la cuenta..

Creo que hay mas formas de verificar la cuenta de forma fidedigna pero me dijeron que ya no tenia solucionby que estaba cancelada y no se podria reabrir..apesar de que ya tenian una primera verificacion. Anexo resultado de la encuensta aun aparece como pendiente. Gracias por su ayuda!

Thank you very much, oswaldobmco2, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.

Dear oswaldobmco2, I've just reviewed your case, and I’m sorry that you’re facing this challenge with the block on your account. I will reach out to the casino and see what can be done to help you once they reply.

Dear Pin-Up Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, clarify how the additional video verification went and why the player's account was blocked.

I look forward to hearing from you. If you have any supporting evidence, please email it to me at natalia.b@casino.guru.

Kind regards,

Natalia

Hello, oswaldobmco2!

As our support operators have already informed you, your account was blocked due to a violation of the Terms of Service, which you agreed to upon registration. The account is not subject to unblocking.

Hello, Natalia!

We will send you details of the incident by email.

Thank you for your responses and follow-up on the Natalia case. I truly appreciate your help, because, as the casino representative said, my account was blocked, and as the casino representative said, I had already been informed that the account was permanently blocked.

The problem is that they don't want to give me back what I had in balance and that I earned legally.

In 6 months, I was never informed that I was violating the terms and conditions while I was depositing and/or losing money. I was even able to withdraw money from some of my winnings, where I could recover some of my losses. The blocking and additional verification problem arose when I started winning and when I wanted to withdraw more winnings... which I insist were legal.

I truly hope this case is resolved to the satisfaction of both parties.

The problem was so serious that I still received emails from the VIP department I belonged to at the casino because I was a good customer.

Greetings..

Gracias por sus respuestas y seguimiento del caso Natalia. En verdad aprecio su ayuda ya que como dice el representante del casino..mi cuneta fue bloqueada y como bien dice el representante del casino ya me habian informado que la cuenta esta bloqueada permanentemente.

El problema es que no me quieren regresar lo que tenia de saldo y que gane de manera legal.

Jamas en 6 meses me informaron que estuviera incumpliendo los terminos y condiciones mientras estuve depositando y/o perdiendo dinero..incluso pude retirar dinero de algunas ganancias donde podia recuperar algo de lo perdido.. el problema de bloqueo y verificacion adicional vinieron cuando comenze a ganar y cuando quise retirar mas ganancias..que insisto fueron de manera legal..

En verdad deseo se resuelva este caso para conformidad de Las 2 partes..

Tan es asi el problema que aun asi me seguian llegando correos del departamento VIP al que pertenecia en el casino por ser buen cliente..

Saludos..

Dear Pin-Up Casino, I will be expecting updates from your security team regarding my follow-up email sent on 26.03.25. Thank you.

Hello!

We responded to your letter and today sent another additional letter with some conditions.

Dear Pin-Up Casino, I would appreciate your support in sending me a copy of the additional verification video via email that you mention failed verification. Thank you!

Estimado Pin-Up Casino, agradecere su apoyo para que me envien por favor via correo electronico copia del video se verificacion adicional que mencionan que no paso la verificacion. Gracias!

Hello!

We have sent you a letter.

Hello everyone,

We have received additional materials related to the case, and we'll need more time for internal analysis. I will share any updates here as soon as they become available.

Thank you for your patience!

Dear Pin-Up Casino, please, check your inbox. I have just sent you an email. I'd appreciate your clarifying a few more things for us.

Hello!

Our specialists have re-reviewed all the submitted materials and have decided to grant an additional opportunity to complete the video verification process.

Dear Pin-Up Casino, please let me know if you have already scheduled a new verification call with the player or if it has already been conducted.

Good afternoon!

The client has already received a new link to retake the video verification and has answered the questions asked during this procedure. According to the updated information from our specialists, the provided answers are currently being reviewed by the security team. The estimated processing time is up to 5 business days.

Once the review is completed, the client will receive an email with the results. We will also keep you informed as part of this discussion.

Thank you for your cooperation!

Thank you, Pin-Up Casino. I will be waiting for updates from you.

Hello!

We see that the client is currently undergoing the additional verification process, and all communication with our specialists is being conducted via email.

The last request for document submission was sent on April 29, 2025.

We will continue to keep you updated on any further updates.

Thank you for the updates, Pin-Up Casino.

Dear oswaldobmco2, could you please specify what additional documentation was requested from you on 29th April, and if you have already provided it?

Hello!,

I have been asked for an updated invoice or receipt for a service in my name with the address registered on the PinUp Casino account.

I sent my updated Electricity bill that same day and received a reply via email.

Hola!,

Se me solicito una factura o recibo actualizado de un servicio a mi nombre con el domicilio registrado en la cuenta de PinUp Casino.

Enviè ese mismo dia mi factura actualizada de Energia Electica y me contestaron de recibido via correo electronico.

Dear Pin-Up Casino, do you have any updates regarding the player's verification?

Hello!

The client is still undergoing an additional verification process to confirm his identity and the information he provided in his account on the website.

Communication with him is being conducted via email, where he is asked to provide the necessary documents, which are then reviewed. Each document review may take up to 5 business days. For now, we simply need to wait for the entire procedure to be completed.

Although the process is not the fastest, it is necessary to ensure the safety of our players and the platform as a whole.

We will keep you updated on all developments.

Dear Pin-Up Casino, it's been nearly a month since you started the new verification process. We'd appreciate it if you could share any results of it or update us on which stage the verification procedure is now.

Hello,

Allow me to clarify the process regarding the additional verification. It works as follows: the client is asked to provide documents → they submit them → if needed, additional documents may be requested. While this process might seem prolonged, its main purpose is to confirm that the account truly belongs to the client and to protect the platform and other players from potential fraud.

Our specialists review email messages within five business days after receiving the requested information. If the client has already submitted all the documents specified in the most recent request, the only step remaining is to wait for the response within the expected timeframe. It will certainly be provided.

Unfortunately, as a representative, I am unable to interfere in the company’s internal procedures or request individual exceptions, as doing so would go against our commitment to treating all players equally.

At this stage, it is important to provide all the necessary documents step by step. We understand this takes time, but please be assured that the situation is under control and we are closely monitoring its progress.

Thank you for your understanding, and we hope the verification will be completed soon.

Dear Pin-Up Casino, do you have any updates? We understand that verification can be a lengthy process and that you need to take time to thoroughly review the provided documents. This is why we extend the timer for the complaint every 7 days and ask you to keep us informed about all the developments.

Hello!

Thank you very much for extending the timer. We truly understand how inconvenient this might be for you, which is why our team is doing its best to review and resolve the client’s issue as quickly as possible.

The process is not yet complete, but we’ll make sure to keep you updated here as soon as there are any developments.

We sincerely appreciate your understanding!

Good day,

Please be informed that the review is still ongoing. According to the latest update, the client provided the requested information 12 hours ago in response to the most recent inquiry and was informed that further instructions would be provided within five business days. We are closely monitoring the process.

Thank you for your understanding.

Thank you for keeping us updated, Pin-Up Casino. I will extend the timer for an additional 7 days.

Please let us know once there are any developments.

Hello!

As we see, the client has successfully completed the additional verification process. A corresponding notification has been sent to their email. Withdrawals should now be available again, and we kindly ask him to confirm the successful resolution of the complaint once the funds are received.

Thank you for your cooperation and trust.

Thank you for sharing this good news, Pin-Up Casino.

Dear oswaldobmco2, please let us know as soon as your withdrawal request is processed and you receive the funds.

Hello..

The account has been unlocked, I was able to access it and the balance is there, and I can bet and play... but support told me that it is restricted for withdrawals... I have already tried several methods and the withdrawals are cancelled.

Hola..

La cuenta a sido desbloqueada, ya pude acceder y esta el saldo y puedo apostar y jugar.. pero me comentaron de soporte que esta restringida para retiros.. ya he intentado por varios metodos y se cancelan los retiros.

Hello,

For security reasons, the department has requested additional information to complete the verification process. The additional verification has already been completed, as we informed you earlier; however, payouts will only be available once the requested information is provided in the correct format.

Natalia, a brief explanation has also been sent to your email.

Hello..

I haven't received the email with the required information yet. I only received an email stating that the account had been blocked again, and a little later that it had been unblocked, but it's no longer functional or operable. Best regards!

Hola..

Aun no he recibido el correo con la informacion que se requiere.. solo recibi un correo donde la cuenta habia sido bloqueada nuevamente y un poco mas tarde donde ha sido desbloqueada.. pero no esta con funcionalidad u operable. Saludos!

Dear oswaldobmco2, the casino representative informed me that they have requested original paper statements with the bank’s official stamp.

Dear Pin-Up Casino, could you please send the email to the player again, as he hasn't received it for some reason? Or you can paste the information that was provided here in the complaint thread.

I have already received the email with the required information. The information is being processed.

Ya recibì el correo con la informacion que se requiere.. se esta procesando la informacion.

Dear Pin-Up Casino, could you please share any updates? Have you received the recently requested documentation from the player? Has it been reviewed?

Hello,

According to information from our specialists, the requested documents have not yet been provided. Please carefully review the letter sent to you. A new paper bank statement showing all deposits, with signatures and seals on the bank’s official letterhead, is required.

We look forward to receiving the requested documents from you.

Hello..

Most deposits were made from the Mercado Pago platform, which had deposit options on the Pinup platforms.

Mercado Pago is a digital platform for electronic payments and does not have physical facilities because it is not a bank as such and does not issue account statements. Therefore, all the screenshots of the Mercado Pago wallet have been sent to you.

I'm trying to get a bank deposit from a credit card, but it's very difficult because some banks in Mexico have already migrated to the digital age, and this deposit was made in 2024.

But as I indicated, almost all deposits were made through payment markets.

I'll try to get it today and send it to pinup's email.

Hola..

La mayoria de los depositos fueron realizados desde la plataforma mercado pago..la cual estaben las opciones de deposito en las plataformas de pinup.

Mercado pago es una plataforma digital de pagos electronicos y no tiene instalaciones fisicas pues no es un banco como tal y no emite estados de cuenta.. por ello se les envioʻ todas las capturas de pantalla del wallet de mercado pago.

Estoy tratando de conseguir con el baco un deposito que realize desde una tarjeta de credito bancaria.. pero es muy dificil porque algunos bancos en mexico ya migraron a la era digital y aparte que este deposito fue en 2024.

Pero como indico los depositos en casi su totalidad fueron atravez de mercado pago.

Tratare de conseguirlo el dia de hoy y lo envio al correo de pinup.

Dear oswaldobmco2, could you please share the documentation you provided for verification at the casino with us as well, so that we can conduct a separate review? Please send it to my email at natalia.b@casino.guru. Your cooperation is very much appreciated.

Hello Natalia,

The documentation has already been sent to your email for analysis.

Greetings.

Hola Natalia,

La documentacion ya fue enviada a su correo electronico tambien para su analisis..

Saludos.

Hello oswaldobmco2,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone, my apologies for the late reply.

Dear oswaldobmco2, I have checked the bank statements you shared. Could you please specify why not all pages of the documents are included in the PDF files? For example, your bank statement from BBVA should contain 6 pages, but there are only 3 of them in the file, and the Santander bank statement should contain 8 pages, however, only 3 of them are included in the PDF file. Have you edited the documents before sending them to the casino or to me?

Do you have any written communication with your banks to confirm that the statements can only be provided in the format you have - scanned copies that are saved as PDF files? Have you requested your banks to provide you with the original digital versions in PDF format?

Additionally, could you please specify how many deposits you have made to the casino and in what amounts so that we can check this information in the bank statements?

Hello Natalia..

Thank you for your reply..

I have sent the casino a summary of all the deposits I made to PinUp and the complete bank statements for each account where each deposit can be justified.

No. They had been sent in full because they were photographs, as requested by the casino, but the other pages were advertisements and did not contain relevant information, and due to the MB limit on the email, they could not be sent.

Regarding the request to the banks for the signed statements, I have visited the bank branches in person and by phone to customer service... and emails have gone unanswered.

I'm sending you the latest information I sent to the casino by email.

Hola Natalia..

Gracias por su respuesta..

He enviado al casino un resumen de todos los depositos que realize a PinUp y los extractos bancarios completos de cada cuenta donde se pueden justificar cada uno de los depositos.

No.se habian enviado completos debido a que eran forografias tal y como lo habia pedido el casino pero las demas paginas eran publicidad y no contenian imformacion relevante y debido al.limite de MB en el correo no permitia su envio.

Respecto a la solicitud a los bancos de los extractos firmados he ido.a.las sucursales bancarias de manera presencial y por llamada telefonica a servicio al cliente..y correos electronicos sin respuesta.

Le envio a su correo la.ultima informacion que le envie al casino.

Dear oswaldobmco2, could you please double-check the emails you sent? These were the old emails from March-April regarding your video verification.

Dear Pin-Up Casino, could you please check your inbox? I have sent you an email to check some additional details.

Hello Natalia,

I sent the email again... I don't know why the entire email communication from the verification video request is attached... but at the bottom of it is the last information I sent to PinUp.

Greetings..

Hola Natalia,

Le envie el correo de nuevo..desconozco porque se adjunta toda la comunicacion por correo desde la solicitud de video de verificacion.. pero hasta abajo del mismo esta la ultima informacion que envie a PinUp..

Saludos..

Hi,

Natalia, we’ve replied to your email. Please check your inbox for the details, and feel free to reach out if you have any further questions or need additional assistance.

Dear Pin-Up Casino, I can see that the player sent you the printed-out bank statements with stamps and signatures on 05/08/2025. Have you already reviewed them?

Hi,

The client has provided a statement in PDF format. A paper statement with the bank’s signature and seal is required, showing all deposits made in January. No other documents have been received.

I received an email informing me that the account has been fully verified.

The account is functional, it is now operating normally and I was able to make partial withdrawals.

Thank you very much for your support and patience in the flow of information for the account release.

Recibi un correo donde me informan que la cuenta ha sido verificada completamente..

La cuenta esta funcional, ya esta funcionando normalmente y ya pude realizar retiro parcial de fondos.

Muchas gracias por el soporte y por la paciencia en el flujo de la informacion para la liberacion de la cuenta.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear oswaldobmco2,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia