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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru

We’ve reopened this complaint at the request of dman111. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Pinco Casino,

The player has returned and reports that the updated video-verification link produces the same automated rejection before the examination begins. We have therefore reopened the complaint.

Could you please reset the verification request or provide another workable method, such as a fresh link or manually arranged video verification? Thank you.

Hello!

The instructions have been resent to your email.

dman111, please carefully read all the information provided before taking any action. We have noticed that you access the verification link but leave without completing the required steps.

Please note that video verification links are for one-time use. Therefore, you should not open the link simply to check what it contains. Please access the link only when you are ready to proceed with the verification and answer the questions. This has already been explained to you previously.

You also need to reply to us via email. The process is taking longer than usual due to the lack of communication. 

Thank you for your understanding and cooperation!

Dear dman111,

As it seems, there is an ongoing problem with the verification process, mostly due to you not completing the process on time.

We will give this case one more chance in order to help you complete the verification.

Please let us know once you have reviewed the email from the casino and have had a chance to proceed with the verification.

i literally just open the link and wait to load in , the page loads for a while and about 3 minutes in i get this verification declined page right after. im not sure what else to do . im following every step.

Dear Pinco Casino,

Please provide the verification provider’s audit trail for the player’s latest attempt.

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

If the attempt was automatically rejected before the examination began, please arrange a fresh manual or live verification method rather than resending the same one-time process.

Thank you.

Hello,

dman111, please start recording your screen before opening the link, rather than after.

The specialists have sent you a new email containing a fresh link.

The instructions remain the same. As outlined in instruction number 3 of the email sent to you, please make sure to record your screen if any error occurs so that you can provide us with video evidence.

Additionally, please note that this link cannot be opened in the Safari browser. Based on your session history, it appears you are attempting this on a computer. Please try opening the link on a mobile phone instead.

Thank you for your cooperation!

Dear dman111,

The casino provided further instructions regarding the verification, as well as a new link.

Please follow the above-mentioned steps and let us know once you have done so. Thank you for your cooperation.

thank you for the help.

i will try it on my phone

Dear dman111,

Thank you for your message. Please let me know once there is any news regarding your verification.