Pinco Casino - Player's account is delayed due to verification issues.

i won 4607. i was already verified prior. I've made successful withdrawal before as well.

now they asked me to do this proctored video exam with questions i need to answer.

before i even started the exam, i explained to my VIP manager that i have visual impairment and that English isn't my first language. and i asked if my visual disability would affect the exam at all. i was told that i have nothing to worry about and if there is any issues during the examination to just let the VIP manager know and they'd fix it. since i was reassured, i went ahead and start the exam, and right away i realized there has been 0 accommodation to my issues: i had less than 10 seconds to read and answer a question that was written in very small text format for me. since i read English very slowly and i cant see well especially small fonts and the fact that i only had 10 seconds to answer. i closed the exam right away as soon as i realized it wasn't possible for me to do properly. i then complained to the VIP support team and they simply referred me to the verification team and told me to email them and wait to see what they say, its not been over 10 days and I've heard nothing from them. I've emailed them multiple times and got no response . the only response i got was an automated email sayin it takes 3 days to answer me but its been over 10 days. ill attach all the communications with the casino in this complaint as well .

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.

Dear gregport, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Do I understand correctly that the video verification is the last step in the KYC process? Have you received any messages from the casino following the failed video verification? Do you still have access to your account?

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

Best regards, 

Attila

Do I understand correctly that the video verification is the last step in the KYC process? i was verified prior for a long time and made plenty of withdrawals in the past. this video test came way later.

Have you received any messages from the casino following the failed video verification? ive been constantly emailing their support team and their verification team endlessly and was told by my vip manager to wait even though i described the situation to them multiple times. no one came back to me from the verification team in 2 weeks now . the evidence is in the previous response to this case in the screenshots

Do you still have access to your account? yes i do

Dear gregport,

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, Lucia (lucia.s@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,

Attila

Hello gregport,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Lucia

Hello,

During the review of your videoverification, the security team identified concerns that require you to complete the videoverification again. If you have vision problems, we recommend completing the verification while wearing glasses or contact lenses.

A new email has been sent to your email address with instructions for repeating the videoverification. Please review it and complete the verification process.

Thank you for your cooperation.

i would like to request a longer time for me to read and answer the questions properly. you gave me 10 seconds to both read and answer the questions. it is not enough time for me to do it. i also need the font of the text to be bigger please.

Dear Pinco Casino Team,

Could you please confirm whether the time limit and text size mentioned by the player during the video verification process can be adjusted?

If adjustments are not possible, we would appreciate it if you could advise on any alternative options available to help the player successfully complete the verification process.

Thank you in advance for your assistance. We look forward to your guidance.

Hello! Instead of video verification, the user was asked to provide a selfie with a document in the background of his account.

Dear Pinco Casino Team,

Thank you for the update.

Dear gregport,

Please let me know whether the issue has been resolved. I believe it should now be possible for you to complete the verification process.

hey i never got an email from pinco asking me too do that but ill gladly do it . just so i make sure , you want a slefie with my ID and my laptop open with pinco website open ? also what email do i send it too?