Pin-Up Casino - カジノのウェブサイトがダウンしているようです。

Hello!

I have absolutely nothing against this casino, as I have received a lot of positive reviews about it. It is also in the competence of each casino to change the conditions of the markets, in which countries to operate and in which not.

I was somewhat annoyed, namely the casino limited access to my account with a still active bonus of about 1,500 euros, as I understand it, because they no longer accept players from Mexico. However, I believe that if they did this after I received the bonus, I have a chance to dispute the issue.

I haven't had any problems with this casino so far. I registered on November 19, 2020 and received a welcome bonus of 120% up to 600 euros and even received a payment of 1668.5 euros. The next bonus in this casino I received on January 12, 2021, 100% up to 200 euros and this active bonus remained in my account after they restricted access for players from Mexico.

Prior to that, I kept in touch with live chat representatives, also corresponded by mail, sent screenshots of my problem, even recorded video at the request of the technical department, as I can not access the casino. But unfortunately, the technical department refers to the fact that the problem is only on my part, namely problems with the device, browser, add-ons to the browser, VPN, or even antivirus blocks access to the site. I tried all possible options to solve this problem, but nothing helped me.

Help me solve this problem. Thanks.

Dear Morni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to access the website from the Mexican VPN (Virtual Private Network), and I experienced the same difficulties.

As the website is still available from different countries, I have checked the terms and conditions, and Mexico is not listed between restricted jurisdictions. Nevertheless, I do not recommend you using the VPN to alter your location.

Could you please forward any relevant communication? Have you received any notification about the upcoming website shutdown in your country? Since when the casino remained inaccessible?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela!

I used the link: pin-up.bet to be able to communicate with the casino via live chat, this is how I understand their sports part, to which I had and still have access, and I can log into my account. Unfortunately, It will take for me a few days just to make the screenshots of my conversation with the different live agents as they do not have the possibility to create a chat transcript of a whole conversation for all the time. And the live agents do not want to create it for manually from their side. I sent to you the screenshots of technical department responsec support during creating a complaint. I f you did not receive them I can resend it to you via mail.

I did not receive any notification that the casino closed their market in my country and I lost an access to a website as I'm not mistaken from a mid of January.

Thank you very much, Morni, for providing all the necessary information. We did receive forwarded screenshots together with your first submitted reply. No need to resend them.

I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Morni.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Morni.

Have you tried to download a new web browser? I recommend you try one which you have never used before.

Please, contact me at my email address jozef.k@casino.guru, I will gladly assist you with it.

Hello there.

Dear Morni.

Yes, you are right, it looks like Pin-Up Casino is blocked in Mexico.

Dear Pin-Up Casino team.

I can also confirm that I cannot reach your site with Mexican IP. Can we recommend the player use VPN software on your site? It can solve the problem and with our latest information, it is not prohibited in your casino.

Dear Jozef,

As an additional proof that I had an active bonus in this casino I will provide you with a screenshot of my deposit, bonus history with remaining balance on that time. I have access to their sports section using a link ( pin-up.bet ). It is possible to access the account history from there and I made a screenshot where is visible that on January, 18 I had 1602 Euros, as I understand in bonus money. But on a screenshot is also visible that my casino balance is 0. I believe that my bonus was just expired due to that fact I did not have access to the casino section.

Dear Pin-Up, I kindly ask you to restore my casino bonus balance and allow me to use, at least VPN,

to be able to finish my remaining wagering requirements and to be able to withdraw my winnings.

Hello Morni!

You have been denied bonuses in accordance with paragraph 6.16.3, the rules you agreed to at the time of registration

Paragraph 6.16.3 states that: "The Casino reserves the right to refuse to grant bonuses or shares without giving reasons."

Unfortunately, it is impossible to return your bonus 🙁

Dear Pin-Up,

I understand your point and I agree with that rules I accepted when my account was regsitered with you. But the situation differs a bit, as I had an active bonus but could not wager it due to the fact you denied access to a website. It was technically not possible to finish the wagering requirements in time and as you can see in our joint correscpodence with CasinoGuru representatives they also could not reach your website using VPN. It means that the problem comes not from my side. And I kindly ask you to carefully review this case. If you decided to limit access to a website to the Mexican players it is your decision but please restore my bonus and give me the possibility to finish my remaining requirements.

Hello there,

Dear Morni.

Please, be aware that it looks like the MX government(or just the internet provider) is blocking your access to the website and not the casino.

Dear Pin-Up Casino team.

Thank you very much for your cooperation in this case. Since it is obvious that the player really likes your casino and wants to stay with you, we believe it would be valuable to keep such a player. It is clear that this situation has occurred by the coincidence, and it is not her fault, therefore it would be great if we can find some mutual agreement and compromise. Please, could confirm that Morni can use VPN software on your site with a different country setting? Are you open, and could you provide her with a relevant solution?

HI there!

I will specify what we can do in this situation and answer you soon.

Dear Pin-Up Casino team.

Thank you very much, I am extending the timer by 7 days.

Hello!

As we see now, player has access to website now.

Dear Morni.

Please, could you confirm the casino statement?

Be aware that in case you fail to provide the required information in the given time frame, we will consider the case got resolved.

Dear Jozef,

I still do not have access to the casino section. As I mentioned earlier, yes - I have access to their sport section (pin-up.bet). But I do not have access to a website using a link (pin-up.casino). Besides this, I do not understand why the casino makes such the statement if they even did not contact me about this. And there is no my casino balance in my account which I can confirm that the problem is not resolved yet.

Dear Pin-Up Casino team.

Thank you very much for your cooperation. May I kindly ask you to react?

Dear Morni.

Since bonuses are additional benefits from the casino, we believe they have every right to decide not to provide players with any of them.

Can we consider your problem got resolved, or do you require further assistance?

Dear Jozef,

I can not aggree with such a statement from the casino side and the rule they are referring to is not giving them rights to confiscate my winnings and block my casino account section. Yes, it gives them rights to do so but just in case they are rogue and do not want to be fair with their players. I do not have access to the casino part of the website just only sport part as I mentioned earlier. Besides this, in the moment I claimed that bonus there were no any limitations for my country in case of restricitions in creating accounts and claiming bonuses as well. I received a bonus and got win within their general and bonus rules. What kind of selective justice is it to apply this general rule? It only means they do not treat their players fairly and do not want to pay. I do not see other reasons and that's why I can not aggree with such a decision.

Dear Pin-up Casino team.

Have you confiscated player's winnings from the claimed bonus? If you provided the bonus and allowed the player to play with it, we believe the winning's confiscation should be justified. Please, could you react?

Hello there,

The user has no restrictions on using any section of the site if there are difficulties - they are local and have nothing to do with the blockages on our side.

I recommend to turn to technical support and provide video/screenshot of the resulting error.

Regarding bonuses, as I mentioned above, the client does have limitations, but at the time of their display, there were no active bonuses, all bonuses have been used or have expired.

I draw your attention to the rules of the User Agreement, to which I referred earlier, the client can be blocked bonuses at the decision of the company.

There are no other restrictions that would prevent the use of our resource.

Dear Pin-up Casino team.

Please, could you provide us with proof that there were no funds confiscated in the player's account but only spend? You can post them into this thread or forward them to my email address, jozef.k@casino.guru.

Dear Jozef,

Please tell me in what form you will be satisfied with the evidence of this situation, except for what I have described above?

Dear Pin/Up Casino team.

Valid evidence that sustains your claims, since the player has mentioned some winnings' confiscation. Screenshots from the player's account history/game history would be great.

Dear Morni.

Please, are you still convinced that the casino confiscated any of your winnings?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Pin-up Casino team.

Please, could you react?

Dear Morni,

For further investigation of the situation, please provide a video of the error display from several devices (including a mobile phone / tablet), as well as from various types of connection without using a VPN (mobile Internet and Wi-Fi). You can send the video here and I will pass it on to the specialists or contact the technical support chat.

Dear Pin-Up,

I already shared the video with such the problem to your technical department. Please request such the information from them because they replied to me that were not able to open the video.

Dear Morni,

The video is necessary in order for me to transfer it to the technical specialists, if they cannot open it, please record the video in a different format. Also, I draw your attention to the fact that the video must be up-to-date and recorded from different devices and connection types, as I mentioned above.

I made 3 videos as you requested and posted them on my Youtube channel. This time you can not say that there are some problems opening the video. I opened the casino page on my laptop and on my phone (using wifi connection and mobile internet) In all cases I could not open the page. See it for yourself.

https://www.youtube.com/watch?v=XsLK4uOi0Tk

https://www.youtube.com/watch?v=eOu7uUwA5Eo

https://www.youtube.com/watch?v=LJHm1U0P1tE

Dear Morni,

All videos were transferred to the technical department and now the specialists are working on this situation. As soon as there is information on this issue, you will receive an answer to your mail, as well as I will provide it on this forum.

I am extending the timer by 7 days. Please, let us know when there is any new information.

Dear Jozef & Morni,

Unfortunately, our specialists are still working on this incident, we need more time to analyze this situation in detail.

I apologize for the inconvenience caused.

I am extending the timer by 7 days, since the casino team need more time for analyzation.

Dear Morni,

The specialists need additional information to consider this situation, they sent a letter to your e-mail, please respond to it.

Thank you for your patience in this matter.

Dear casino representative. You requested a video of the error from the application. What application do you mean?

P.S. I installed a Pin Up Mobile application (from Ghoost&Play) from google Market but I can see only Sport there, no casino. Is there some other application?

Dear Morni,

You can download our application from the link - https://pin-up.click/appcas

If you have any difficulties with downloading or going to the "Casino" section, please send a video

I downloaded your application from the link you provided but when I sart it I see the same error as before. Do you still need the video? The error is the same as on my previous videos.

Here is the video.

https://www.youtube.com/watch?v=ha--uMzuZFg

Dear Morni,

Thanks for your cooperation and understanding! The video has been submitted to specialists for review.

Dear Morni,

Please use the Google Chrome browser and follow the link: https://pin-up.click/deep

If this does not work, please install any available VPN and try to connect using this link through it. If that doesn't work, record two videos on these situations. Thank you for your responsiveness and assistance in this situation!

Dear Morni.

Please, could you do it and inform us about the outcome?

Unfortunately it did not work. I recorded 2 videos for you. I installed Zenmate as VPN service but the error was the same.

https://youtu.be/kOGIhShQXKE

https://youtu.be/rE0jODAnU2k

Dear Morni,

Please try to open the site using a different country of connection, not US

Dear Pin-Up, I changed the coutry in Zenmate to Germany and I was finally able to open casino page and login.

Now I kindly ask you to restore my casino bonus balance which expired and let me finish my remaining wagering requirements as I was just anable to do it before because I could not access casino page. This would be fair.

Dear Morni,

There were no restrictions on the use of the site on the part of the casino, apparently the access was blocked by the provider that provides Internet traffic.

Considering these circumstances, unfortunately, the bonus cannot be restored, since its validity period has expired.

But as I explained you already I contacted casino support straigh away and informed about the problem. You could not help me and only now you came up with the idea how I can login in casino. It means from my point of view I did everyting I could but you were not able to help me. You could tell me straight away that I can use VPN to login to casino but it took you many weeks to finally give me that advice. Are you not interested in players? I don't know why the provider has to block your page but if you are aware of the problem you could also inform the users somehow. At the moment I am very dissapointed that you don't want to understand my situation

Dear Pin-up Casino team.

We are clearly aware that it is not your fault that the player was not able to access your website But, it is also not Morni's fault that she was not able to use her deposit bonus. Is there an option that you can provide the player with any form of compensation? It is always possible to find a proper solution that is satisfactory for both sides.

Please, be aware that we have mentioned in our first messages that Mexican players are blocked (sustained with screenshots). According to our research, VPN software is restricted to use on your website, so only your team could allow Morni to use it.

Dear Morni,

We reviewed this situation once again. I have to inform you that the accrual of bonuses is impossible for the reason that, as I mentioned earlier, the game with bonus funds is blocked on your account. Such a limitation is possible on the basis of the User Agreement:

6.16.3. We reserve the right to refuse a user to receive bonuses or participate in promotions without giving any reason.

We are very sorry that you had to spend so much time on this situation, but, unfortunately, we will not be able to recover this bonus or add any other bonus to your account. Also, I draw your attention to the fact that there were no restrictions on the part of the casino in the use of our resource.

But I received that bonus when my acount was not restricted to received bonuses and it is up to you whether you restore it or no. You could restore it and block the account for bonuses after. It should not be the problem. And even if there are really no restrictions from your side your casino is still not accesible from Mexico. How is it possible that all providers blocked you? Are you going to look for the solution or I have to use VPN all the time if I decide to play in your casino again?

Dear Morni.

I am very sorry about the situation. Since the casino team could not provide you with some form of compensation, we are forced to reject your case. Although it was not your fault, it was also not the casino's fault that you could not visit their site. Therefore, we cannot penalize them for this specific situation. Please, be aware that the casinos cannot affect government blockage, only in the case when they own a local license.  

If you do not agree with our opinion, another option is to file an official complaint at ADR and/or licensing authority of the casino. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru