Pinco Casino - Player's account has been closed without reason.

Hello Casino Guru team,

I would like to file a complaint against Pinco Casino regarding my account and withdrawal issues.

- My account was fully verified (KYC completed).

- I requested a withdrawal, but it was repeatedly declined without a clear reason.

- The casino then required me to complete an additional facial verification. The verification links they sent did not work properly, and after multiple attempts I finally managed to complete it from another device.

- During the security questions, I answered them correctly except for one question regarding the device used to register my account. I misunderstood the question and mentioned the device where I opened my email, not the actual registration device. All other answers were correct.

After this, I was waiting for the review. However, once I submitted a complaint about the withdrawal issues on AskGamblers, the casino **suddenly blocked my account entirely** without providing a proper explanation.

This situation strongly suggests that the casino retaliated against me for filing a complaint, instead of processing my legitimate withdrawal. I have never used VPN, multiple accounts, fake documents, or any fraudulent activities. I only tried to withdraw my rightful winnings after full verification.

I kindly ask Casino Guru to investigate this case and request Pinco Casino to:

1. Provide valid evidence and explanation for blocking my account,

2. Reopen my account and approve my withdrawal, or at least return my legitimate balance.

I will upload some screenshot files in rar format

1.My accounts verified status and email to me from pinco that your acvount verified

2.Screenshot when i doing secon verification that pinco wants.

3. Some chats with operators that makes meaningless execuses. Every time they say your withdrawal is okay after some hours they declined it and want additional verification.

4.My accounts balance.

If you want additional evidence please ask me i will send what you want

Thank you for your help in resolving this unfair situation.

Sincerely,  

[Wish ]  

[hidden by Casino Guru team]

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Pinco Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you create your account, and when did the additional facial verification take place?
• Can you please specify on what device you usually open the casino website, and which one you used to open the verification link? Do both devices belong solely to you?
• How was facial verification conducted? Did you have a verification call afterwards, or did you reply to security questions in writing?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

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Dear Natalia,

Thank you for your assistance. Please find my answers below:

Account creation and verification:

I created my Pinco Casino account on 7 September 2025. I made one withdrawal request which was declined, and I was told that I needed to verify my account. On 8 September 2025, I completed the KYC verification directly through the casino by submitting my ID and passing the first facial recognition. After that, I made another withdrawal. On 9 September 2025, I was asked to complete an additional verification.

Devices used:

I mainly access the casino from my personal Pocco C75 smartphone. My email account was originally created on a Samsung Galaxy device, which also belongs solely to me. The verification link sent by the casino was not functioning properly on my Samsung Galaxy (no security questions appeared). I tried several times and even shared screenshots with the casino showing the issue. I also tried my Pocco device, but the same problem occurred. Finally, I was advised to try another device, so I used my brother’s Redmi phone, and only then the verification worked. To clarify: both the Pocco and Samsung devices are personally mine, while the Redmi phone belongs to my brother, and I used it only because the casino instructed me to try another device.

Facial verification process:

The process opened the camera, required me to show my face, and then gave me several written security questions, each with only 5–10 seconds to answer. I answered all of them correctly except one, which I misunderstood. The question was about which device I used to open the account. I mistakenly answered "Samsung Galaxy" (because the verification link was coming to my email, which I associated with that device). All other questions — such as whether I use single or express bets, whether I play more in sports section or casino section, and which events I placed my last bets on — were answered correctly.

The second verification is still showing as pending in my email link. Despite this, the casino blocked my account claiming I did not pass verification. Importantly, I was only blocked after I filed a complaint on AskGamblers about my delayed withdrawals.

Games played:

I mostly played sports betting and occasionally some casino slots. However, my winnings came from sports bets.

Bonus usage:

My winnings (total 1848.98 AZN) were accumulated entirely from my real balance, not from bonuses. I deposited around 50 AZN and won from that.

Although I was offered bonuses (casino free spins and sports free bets), I did not succeed with them. In fact, I actively cancelled bonuses because my withdrawals kept being declined, and I wanted my winnings to come only from my real balance.

Finally, I want to emphasize that I have proof in screenshots for everything:

My winnings coming from real balance.

My second verification still showing as "pending".

The successful completion of the first verification directly on the casino website.

My declined withdrawals and repeated verification issues.

I am fully willing to provide any documents (ID, selfies, etc.) again to prove my identity. I believe the casino is unfairly blocking me and refusing to review the evidence properly.

Thank you very much for your support.

Best regards

Dear player, thank you very much for your reply! Do you know if your brother may have an account at Pinco, too?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Natalia,

Thank you for your reply.

1. To clarify, my brother does not have any account at Pinco Casino. I only used his device to complete the verification link because the link did not work properly on my own devices (I can provide screenshots showing that the questions did not appear).

2. Regarding the communication with the casino:

All my correspondence with Pinco Casino support was in Azerbaijani language.

Emails and chat transcripts with support.

I have other screenshots also they are in Engilish such as;

Screenshots of verification attempts where questions did not appear,

Screenshot showing that the second verification is still pending,

The final message from Pinco support stating that my account was permanently blocked under rule 13.3.

Please let me know if you would prefer these documents via email attachments or uploaded directly in the complaint section.

Thank you very much for your continued assistance in this matter.

Best regards,

Hello,

Your account has been blocked, as during the video verification process there was evidence of interference by a third party who was prompting and instructing you on what to do during the check.

The block was carried out in full compliance with clause 11.10 of the User Agreement.

We are ready to assist in the proper review of your complaint and its prompt resolution. If necessary, we will contact you or the forum moderators to clarify or provide further details.

Hello,

In accordance with our Privacy Policy, we are not authorized to disclose players’ personal data to third parties. However, in order for the moderation team to conduct its own investigation and make a decision regarding the violations we have identified on the part of the player, we recommend that you (the player) contact [email protected] by email and request the materials related to the completed video verification. Please note that the request for this information must be sent from the email address associated with your account on the website.

Once you have received these materials, we kindly ask you to forward them in their original form to the moderation team of this resource.

Thank you for your cooperation.

Hello Natalia,

Thank you for your continued support. I would like to provide a clear and detailed clarification regarding my complaint against Pinco Casino:

1. Inconsistent and Unjustified Blocking:

Pinco initially informed me that my account was blocked under Clause 13.3, and later cited Clause 11.10.

Neither clause applies to my case. Clause 11.10 concerns hacking, collusion, unlawful activity, or serious breaches—none of which occurred. This inconsistency raises concerns about the validity of the block.

2. Verification Process and Third-Party Assistance:

I completed the first verification using my own ID and facial recognition successfully.

The second verification is still pending, yet my account was blocked prematurely.

Pinco claims "interference by a third party," but the only assistance I received was guidance from a close relative to understand technical terms, such as "express bet," "single bet," or "casino slots," and to clarify device usage.

During video verification, some questions had only 5–10 seconds to respond, and in several cases, I could not fully understand the questions in time. All answers and verification documents were completed by me personally.

Seeking advice to understand technical terms does not constitute a violation, nor does it justify blocking my account.

3. Account Ownership and Funds:

I did not use anyone else’s account or funds. The account, verification, and documents belong solely to me.

No unlawful activity, collusion, or manipulation occurred during my gameplay.

4. Next Steps:

I will request all verification materials from [email protected] and forward them in their original form to AskGamblers for review.

Conclusion:

Pinco’s account block citing Clauses 13.3 and 11.10 is inconsistent and unjustified.

I personally completed all verifications, and the second verification remains pending.

Any third-party advice I received was limited to understanding terminology, not accessing or controlling the account.

I respectfully request AskGamblers to consider these facts carefully and assist in achieving a fair and transparent resolution.

Best regards

Hello,

Both points do not contradict each other and convey the same essence: if you violate the rules of the website, we are entitled to block your account.

Regarding your confirmation of third-party involvement in the verification process: regardless of the specific guidance you received, the fact of receiving such assistance has been acknowledged by you. At this time, no other verifications are being conducted in relation to your account.

Recommendations on further actions have already been provided to you earlier.

Hello,

Thank you for your reply. I would like to clarify my position once again and also share the latest response I received directly from Pinco support.

1. Contradictory Explanations from the Casino

At first, Pinco informed me that my account was blocked under Clause 13.3, later they referred to Clause 11.10. Neither clause applies to my case, and this inconsistency shows that the casino itself does not have a clear basis for the block.

2. Verification Process Still Pending

I successfully completed the first verification (ID + facial recognition) directly on the Pinco website.

For the second verification, the casino sent me several links, most of which did not work properly. After multiple failed attempts, I finally completed the verification on another device, and to this day the status of this verification remains "pending."

Despite this, my account was blocked immediately after my complaint, without any proper review of the pending verification.

3. Third-Party Assistance

I acknowledge that during the second video verification, a close family member (my brother) was sitting next to me and helped me to understand certain technical betting terms such as "express bet" and "single bet."

However, I was the one who personally appeared in the video, used my own government ID, and answered the questions. The account, documents, and funds belong solely to me.

Such minor explanatory assistance does not fall under the scope of Clause 11.10 or 13.3, which relate to collusion, fraud, or unauthorized account usage.

4. Casino’s Latest Reply

When I requested the verification materials from Pinco (as they themselves advised), I received only the following generic reply instead of the actual materials:

> "Greetings!

We inform you that the risk monitoring of our Company has decided to block your account forever, as you failed to provide the necessary information and did not pass videoverification.

The account cannot be unlocked.

The company has decided not to return any funds due to repeated violation of the User Agreement on your part.

Sincerely, Pinco Support"

This reply does not provide any evidence or actual materials related to the video verification.

---

Conclusion

I personally completed all verifications with my own documents.

The second verification remains pending, not declined.

Third-party "assistance" was only explanatory, not operational.

Pinco refuses to provide the requested verification materials and instead gives generic, contradictory replies.

I kindly ask Casino Guru to take these points into consideration and to request that the casino provide the actual verification evidence, instead of generic statements, so this case can be reviewed fairly and transparently.

Thank you very much for your support.

Best regards,

Dear Pinco Casino, thank you for sharing additional information.

Dear player,

Thank you for providing more details of your case. After carefully reviewing the information and your own statements, it appears that a third party was present and actively assisting you during the verification process. This is a serious violation of standard verification rules, which require that the verified account holder complete the process independently.

Additionally, we find it unusual that you required outside guidance for very common betting terms such as "express bet," "single bet," or "casino slots," despite stating that you placed sports bets and played slots. This discrepancy further supports the casino’s concern that someone else may have been involved in the activity on the account.

Additionally, please note that our platform focuses mainly on online casino issues and not sports betting. While we occasionally make exceptions for verification matters, the combination of these factors creates too much uncertainty for us to move forward, since we do not have enough insight into sports betting.

For these reasons, we are unable to proceed with your complaint. We recommend continuing any discussions directly with the casino’s support team.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia