Pinco Casino - Player is delayed in completing verification.

ive been playing with pinco for over a year now and ive been verified the whole time , i had no problem depositing or withdrawing. now they asked me to do this video verification , which i have no problem doing. the issue is that when i try open the link that the sent me it gives me an error where it says "suspicious activity detected. verification request denied."

i contacted my vip manager about this and they told me to send a screenshot to the support email, i did so almost 2 weeks now and got 0 reply. and im kind of stuck in a circle because the vip manage keeps saying to email the support and when they don't reply, i have no one else to go too.

i just want to complete this verification and move on. can you guys please help me solve this ?

thank you

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted the casino's customer support via email to arrange the details of your video verification? Is it supposed to be a video call with casino employees, or have you been asked to record a video of yourself with your identity documents?
• What types of games did you play shortly before your account was flagged as suspicious?
• Did you accumulate your most recent winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Have you contacted the casino's customer support via email to arrange the details of your video verification?

they contacted me directly with a link to do the video.

Is it supposed to be a video call with casino employees, or have you been asked to record a video of yourself with your identity documents?\

it seems to be a questionnaire where i have to answer all the questions . but i didn't even get a chance to do it so im not 100% sure of the format

What types of games did you play shortly before your account was flagged as suspicious? i just played slots that's it

Did you accumulate your most recent winnings with or without a bonus? i played with a bonus yes

Thank you for your responses and for your patience. Have you received any updates from the casino regarding the verification issue in the meantime? If so, please forward any messages or emails from the casino to me at veronika.f@casino.guru. I appreciate your time and cooperation.

nothing from them yet , no response. ill send you the email.

Dear dman111

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear dman111,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Pinco Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Pinco Casino representative to join this conversation and participate in resolving this complaint.

Dear Pinco Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello!

The player's account is currently undergoing one of the stages of the additional verification process.

This verification is being carried out in accordance with Section 10.2 of the User Agreement. Its purpose is to ensure the security of the platform and its users, as well as compliance with established industry procedures.

A month ago, the player sent a screenshot of an error encountered during the video verification process. After that, on June 25, 2026, at 11:25 AM, updated instructions were sent to the player's email address. Since then, we have not received any response from the player.

If the player wishes to complete the verification, they will need to continue communicating with our specialists via email and follow the instructions provided.

Thank you for your understanding and cooperation.

hey thanks for the update, i found the email you are referring too. for some reason the emails from your specialists keeps going on my spam so i dont see them but i found your last email because of the time stamp you provided so thank you for that . i will be completing the verification shortly.

Dear dman111,

Thank you for your message. Please let us know once there is any update regarding your verification process. Thank you.

Dear dman111,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.