Pinco Casino - Player's account has been wrongly unblocked.

Good afternoon! In the spring of 2024, I requested a 99-year account freeze. My account was frozen. In the spring of 2026, I asked to unfreeze my account, and they did. They don't care that they shouldn't have. I made a deposit and managed to withdraw part of it. I'm asking for a refund of the difference, 22,964 rubles. My account was immediately frozen, but I've documented everything.

I quote the rules and regulations, which are listed in the "Responsible Gaming" section:

To activate self-exclusion, please visit the Responsible Gaming section in your account settings or contact us via the link responsiblegaming@pinco.win Once you activate self-exclusion, your account will be locked and you will be unable to access it for the period you select. During this period, you will not receive any promotional emails or notifications from us.

"To reactivate your account, you must submit a written request to restore it. We will remind you of the available responsible gaming tools and ask you to complete a self-assessment questionnaire before proceeding with the restoration process." Incidentally, I wasn't asked to complete any questionnaires. There were no written requests either. I simply requested the ban be lifted in chat, and it was lifted.

"Self-exclusion cannot be cancelled until the end of the chosen exclusion period. If you choose lifetime self-exclusion, it is permanent and cannot be cancelled." I chose 99 years.

I messaged the site's chat. A completely different response came back: "We understand your question. Each case is considered individually, taking into account all the circumstances. The established blocking period is a guideline, but in exceptional cases it may be revised after further review."

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Pinco Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
• Could you please confirm whether you have passed the KYC verification in this casino?
• Do I understand correctly that you no longer have access to your account?

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,

Attila