The player from Quebec has faced issues with video verification for a withdrawal at the casino, receiving an error message stating "suspicious activity detected" when attempting the process. Despite contacting his VIP manager and emailing support almost two weeks ago, he has not received a response, leaving him feeling stuck.
Pinco Casino - Player is delayed in completing verification.
Opened
Current status
Waiting for Casino Guru to reply
2d 11h 45m 12s
Pinco Casino
Safety Index 6.0 Below averageCase summary
Discussion
Public
Public
1 week ago
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
Public
Public
5 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
5 days ago
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
