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Pin-Up - Refund request + bogus claims from the casino
Ruling
Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.
Read our Pin-Up Casino Review.
Player's Complaint
Hi all.
I hope you are well. I’m hoping you can assist me please. I have only got back to this request as it was put on the back burner due to illness. Around the time of April 2018, I signed up to Pin-up casino, I started depositing funds and playing. I won a few times and was paid out some money which was instant, however my account was locked and closed. I deposited approximately £7000 during this whole process and when I then contacted support they made a claim to say they suspected that I used a VPN to mask my location as they did not accept players from the UK, which is utter nonsense. I work in IT and I know about VPN’s and how they are used, I would never go about masking my location to register at a casino site. I asked multiple times for proof of this, to this day they have never responded. They also once claimed that I didn’t have an account with them so they moved the goalposts etc. It’s not only until I emailed a few times they accepted that I had an account with them. This is very very shady business and whilst I accept I should be doing due diligence on casino’s, it’s not a mistake I have made since. I would just like the money refunded so I can get on with my life.
Thank you
8 Responses
Hey, no problem thanks. Sorry there was a typo in my initial request, it was in fact April 2019. Thanks [EDIT]
Hi chrisp94,
Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.
Sorry we could not be of further help.
ThePOGG
Hi there Thanks for your email. Surely these guys should not be allowed to get away with this, it’s totally unacceptable. Could they of perhaps responded but the address has filtered it as junk mail? They know they are in the wrong, I don’t know how these people sleep at night. Thanks [EDIT]
Hi chrisp94,
As stated above, we have received no response from this operator. As stated at the start, this is not unusual.
ThePOGG
Hi chrisp94,
The operator has established a channel of communication.
When your account was closed, were there actually any funds in it?
Thanks,
ThePOGG
Hi chrisp94,
I'm following-up on the above?
Thanks,
ThePOGG
Hi chrisp94,
If we haven't heard from you by Friday the 25th of June I'll assume you no longer need our assistance and close this complaint.
Thanks,
ThePOGG
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Agreement
chrisp94 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- Pin Up
- Curacao eGaming
- Carletta Limited
November 6, 2020
Hi chrisp94 - welcome to ThePOGG.com!
As a UK citizen you should only be playing with operators that hold a UKGC license. Pin-Up Casino do not hold a UKGC license and as such are breaking UK law by accepting your custom.
Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.
Thanks,
ThePOGG