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Pin Up - Withdrawals
Ruling
Unresolved - The player was never able to provide any clear statement that to the operator that they had a gambling problem. The operator were non-responsive until long after the fact and could not access the historic communication records.
Read our Pin-Up Casino Review.
Player's Complaint
I have had serious issues with withdrawal from this casino i have been trying to withdraw since 18th September 2020 with over 100 cancelled withdrawals this happened previously I was having issues with withdrawal I told them I want to lock withdrawal so i would not spend it as I have a gambling addiction after 3days of my withdrawal been cancelled i ended up gambling the funds.. after on 18th September i won 7000e and i have been contacting them every day since this date they kept cancelling my withdrawals on the 30th September I finally withdraw part of my money 3000e out of 10000e and then the issue happened agen i couldn't withdraw and no help whatsoever from live chat asked multiple times to speak to a supervisor or manager and was refused they kept saying it was my bank cancellation the withdrawals I contacted my bank they said they have no errors on there side I have emails form pinup saying different reasons why my withdrawals were cancelled and then they sent a email saying that there was a technical problem with the finance system I asked multiple times for them to lock my withdrawal so I couldn't use it gambling as I have gambling addiction wich I have stated to them previously they also have no responsible gambling tools.... i fell they cancelled my withdrawals as they knew I would end up spending the money 13 days my withdrawals were cancelled every day over 100 times in total this is not acceptable I fell there is illegal going on here
15 Responses
Yes I have emails and also chat logs were I ask for my withdrawal to be locked so I can't gambling it
And I have emails were I asked to be self excluded twice on two different occasions
Any updates on this issue
Any updates on this have they responded
I already have
You should have already received them
Hi Deanh7635,
I've reviewed your email. The screenshots do not show you asking to self-exclude. The closest you come to this is saying "If I tell you I have a gambling problem what is your procedure?".
Did you directly say to the operator 'I have a gambling problem' or 'I want to self-exclude' or some variation on these statements?
Thanks,
ThePOGG
Yes I have just sent in new screenshots of these emails I sent this casino has seriously mistreated me as a customer I have ally correspondence between us if you need any further information
Have you received my emails
Is there any progress
If you can't help i will have to look elsewhere for help its been 3 weeks now since I ask for your help
Hi Deanh7635,
Thanks for your email. But there's two significant issues here. Firstly, these screenshots do not show a self-exclusion request. They only show the "If I tell you..." question above.
Secondly, you've chosen to play with a very weakly licensed operator. Expecting them to have responsible gambling standards that are similar to regulators with more credible licensing systems is unrealistic. If they've instructed you as to how to put in place a self-exclusion (email) and you haven't followed through on this, we might agree that this is a ridiculous additional barrier to put between the player and a protective tool, but the chances of us being able to make any difference to this situation are nil.
ThePOGG
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Agreement
Deanh7635 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
October 5, 2020
Hi deanh7635 - welcome to ThePOGG.com!
Do you have a record of the communication where you informed the operator of your gambling addiction?
Thanks,
ThePOGG