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?

You need to send an email to support@pinco.win . Attach one selfie showing:

- Your face;

- The document you used to verify your account, in expanded form;

- The screen of an electronic device with your profile page on the PINCO website open, containing your account ID.

The email must be sent from the email address specified in your profile.

Please include "Review Request" in the subject line, and provide your ID in the email. Attach the photo using the special button for adding files (usually a paperclip). Your request will not be processed without this information. The standard review period is up to 5 business days. This period may sometimes be extended.

Dear gregport,

Please follow the instructions provided by the Pinco Casino team. Once you have submitted the requested documents, kindly let me know if there are any updates or developments.

Thank you for your cooperation.

i sent them an email with exactly what they asked for , ill also forward the picture to lucia for review

Dear gregport,

Thank you for the information.

Dear Pinco Casino Team,

Could you please confirm whether you have received the document submitted by the player and whether it is sufficient to complete the verification process? If any additional documents or steps are still required, please let us know so we can properly guide the player.

Thank you in advance for your clarification.

Hello!

If the player has provided the requested information to the specialists via email, they should wait for a response with the results of the review within 5 business days. 

Thank you for your cooperation.

Dear gregport,

please let me know as soon as you receive any update from the casino.

the support team keeps spamming me from before about doing the video verification . so i responded by saying im resolving the issue with you and pinco management since there seems to be a communication disconnect between them

they responded again with the same thing as previously mentioned , they're telling me that i still need to do the video even though they mentioned in this thread that the picture is enough. now on the email they are saying the opposite.

Dear Pinco Casino Team,

Could you please clarify the current situation and confirm whether the alternative verification option previously offered to the player is still valid?

If so, we would also appreciate an update on the current status of the verification process.

Hello!

You are required to undergo an additional verification in accordance with clause 10.2 of the User Agreement. Instructions for completing the additional verification will be sent to the email address specified in your account on the website within 24 hours.

Once you complete what the specialists request in the email, please wait for further instructions within 5 working days.

Thank you for your cooperation.

you sent me an email that requires me to do the same proctored exam as before when that was what my initial complaint was about. you said i can provide the picture instead of the video and now you are going back on your word .

Dear Pinco Casino Team,

We kindly ask you again to clarify the current situation.

As previously stated by the player, and as reflected in this conversation, it was agreed that the player could submit a selfie with a document in the background of his account as an alternative to video verification. However, you are now requesting that the player complete the video verification process again.

This is understandably confusing, as we believed a mutual agreement had already been reached.

We would also like to emphasize that the player has a visual impairment, which makes it difficult, if not impossible, for them to successfully complete the video verification process. If the submitted photo meets your stated requirements, we see no reason why it should not be accepted as a valid alternative.

We ask you to honor the previously agreed arrangement or provide a clear and reasonable explanation for this change. Please clarify how you intend to proceed without further delay.

Hello!

Signs of editing were detected in the selfie taken against the background of your personal account, therefore this option for completing one of the verification steps has been rejected and will no longer be available. You are required to complete video verification, no alternative verification methods are available.

Since you previously experienced difficulties completing video verification in English, please indicate in your reply to the specialists which language would be convenient for you to complete this procedure.

Thank you for your cooperation.

Dear Pinco Casino Team,

I sent you an email. Please check your inbox.

Thank you.

Hello!

We have replied to your email. Please review it when you have the opportunity.

Thank you for your cooperation.

there is 0 editing in the picture you asked me to submit. i took the picture and immediately sent it to you via email. this is a blatant and obvious lie. i even sent the picture to lucia at the same time.

and the issue with the video verification isn't simply the language, its the fact that im visually impaired and you keep ignoring the fact that i have a severe visual disability.

once again, i have never dited the picture you asked me to submit , i owuld never do such a thing. i can even take a video of myself holding the ID and have my laptop open with my account open if you want.

Dear gregport,

I sent you an email. Please check your inbox.

Thank you.

i replied to your email. thank you

Hello gregport,

Thank you for your message. I have reached out to the casino for clarification on this matter. I will keep you informed should I receive any updates.

Hello!

We have replied to your email. Please review it when you have the opportunity.

Thank you for your cooperation.

Dear Pinco Casino Team,

I sincerely appreciate your detailed response and the clarification provided regarding the situation.

Dear gregport,

Kindly check your email inbox at your earliest convenience, as I have requested additional information. Thank you.

i replied to you and sent you the requested information

Dear Both Parties,

Following a thorough review of the documentation submitted by both the player and the casino, we would like to propose a final alternative solution to facilitate the completion of the verification process.

We recommend arranging a live video call between the player and a representative of Pinco Casino. This approach would help address the concerns raised at the beginning of the complaint, particularly regarding the limited time provided to respond to verification questions. A live interaction would allow the player to respond in real time without undue pressure.

Additionally, this method would enable Pinco Casino to directly confirm the authenticity of the player’s identity and ensure that no third party is involved. During the call, the player may also present medical documentation related to their visual impairment to further substantiate their statements.

We believe this solution offers a fair and effective way to resolve the matter for both parties.

Hello,

Unfortunately, we cannot accept the proposed conditions, as the relevant functionality is not available. Even if it were available, individual revisions to the established account verification procedures are not provided for.

The player was given the opportunity to complete one of the verification stages using an alternative method. However, signs of editing were identified in the submitted materials, as was previously communicated. Therefore, no further alternative options will be provided.

• Regarding the time allocated for responses: the questions are not complex, and the allotted time is sufficient, including in light of the experience of other users completing similar verification procedures, provided that the account is being used by its rightful owner.
• As for the language of the verification process: the player was repeatedly offered the opportunity to choose a convenient language in which to complete the verification, but no response to these requests was received.
• With regard to possible vision issues: the use of glasses or contact lenses is permitted during the verification process.

No other options are provided for. The player must complete all stages of the verification process in accordance with the established procedure, in the same manner as other users.

Thank you for your cooperation.

i would be more than happy to do a live video call with a casino representative as that would accommodate my visual disability and allow me to answer any questions they might have in order to verify my account once again .

or they can also simply extend the timer for each question to about 1 minute each instead of 5 seconds to read and answer the questions, with my disability , 5 seconds is not nearly enough time to even read the questions whatsoever.

contacts and glasses doesn't help my visual problem as it is more serious than that.

lastly, the picture and video have not been edited whatsoever, this is a false claim and you cannot prove it was edited by any means because it wasn't. you have your chance to prove otherwise but you can't do so.

Hello!

The only concession we can still make is to provide 30 seconds to read the questions and answer them during video verification. This time should definitely be sufficient.

Please let us know if this option is acceptable to both the forum team and the player.

Thank you for your understanding.

Dear Both Parties,

As both sides have outlined their respective conditions, we have carefully considered the situation and attempted to identify a balanced solution that would be acceptable to everyone involved.

At this stage, we believe that the casino’s proposed solution is reasonable. We therefore recommend that the player proceed with completing the video verification process. The extended timeframe provided to answer the verification questions should adequately address the concerns raised at the beginning of the complaint.

As there are no further alternatives available, we consider this to be the most appropriate way forward. We sincerely hope the player is able to complete the process successfully.

sure, ill wait for the new link of the video verification with 30 seconds per question to be sent to me via email

Dear Parties,

Thank you both for your cooperation. We kindly request that you keep us informed of any new developments as they arise.

Hello!

We ask the player to indicate in this discussion which language they would be comfortable using for the video verification, in order to avoid possible difficulties in the future due to language misunderstanding.

We look forward to your feedback.

i can do it in english

Hello!

Thank you for the information provided. The video verification link will be sent to you shortly. Please wait.

Thank you for your cooperation.

Dear parties,

thank you both. Please let us know when any new developments arise.

Dear gregport,

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.

hello,

sorry for my delayed response, i was away. i will do the video verification this coming week. thank you for your understanding

Hello gregport,

thank you for the information, please let us know when there is any update.

Dear gregport,

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.

sorry again for the delay , i had pneumonia and i am just now recovered. i will be doing the video exam very soon . thank you again for your patience

Dear gregport,

Thank you for the update. We appreciate your efforts and kindly ask that you inform us once the video verification is complete.

ive completed the video verification. theres only 2 questions i couldn't answer properly . one question asked me for the last 4 digit of my debit card and i didnt have it on hand with me during the exam. and the other question asked me for my last deposit amount, obviously i dont quite remember the exact amount since this is since January . the rest of the questions i got all the correct answers

Dear gregport,

Thank you for the update. I’m really glad to hear that things seem to be moving in the right direction, and it sounds like the verification process went quite well overall.

I just wanted to check — has the casino now confirmed that your account is fully verified, and are you able to request withdrawals without any issues? When you have a moment, please let me know the current status of your account so we can better understand where things stand.

I look forward to hearing from you and hopefully this means the matter will be fully resolved soon.

so i didnt get an update yet. but when i try to log into my account i get a message saying : " account automatically locked due to inactivity."

i reached out to live chat and they said this:

"Thanks for waiting, [Redacted]. Your account is under review by our team, for while you aren't able to log in and play, I'm really sorry for this inconvenience, as soon we get update you'll be emailed, no worry."

Dear gregport,

Thank you for keeping us informed. We appreciate the update and kindly ask you to let us know once there is any further progress or new information regarding the matter.

still no response from them

Dear Pinco Casino Team,

I would greatly appreciate it if you could provide any information that may help clarify the situation. Additionally, please let us know if there are any outstanding issues that require our attention. Thank you for your assistance.

Hello!

The process is taking longer than usual as all details are being thoroughly reviewed. At the moment, the Security Department is reviewing the results of the customer's video verification. A response will be provided as soon as possible, but no later than within 5 business days. Please wait for further updates.

Thank you for your cooperation.

its been over 2 weeks im waiting for a response for the video verification i did. also i emailed you to ask for an update, i waited a week for an answer by email and all you answered is with a new link for another verification video.

Dear Pinco Casino Team,

Thank you for your prompt clarification. We would greatly appreciate it if you could keep us informed about any developments regarding this matter.

Hello!

The Security Department was not satisfied with the answers provided during the initial video verification. Therefore, the customer will be required to undergo the procedure again.

A new verification link was sent a week ago, but the customer has not completed the process yet. We recommend completing the video verification and then awaiting a response, which will be provided within 5 business days.

Thank you for your cooperation.

excuse me ? you can't be serious ?i literally answered every question correctly except for 2 questions. and you want to tell me it took you 3 whole weeks (not 5 days as mentioned by the casino) to just tell me to do it again ?

i would like a formal review from casino guru to assess the video exam. this is totally unacceptable.

Dear Pinco Casino Team,

Thank you for the update.

Could you please provide more detailed information regarding the issues identified during the initial video verification? Specifically, we would appreciate clarification on which answers or aspects of the verification were deemed unsatisfactory by your Security Department.

Understanding the nature of the concerns would help both us and the player better prepare for the repeated verification process and avoid potential misunderstandings or delays.

Hello Pinco Casino Team,

Thank you for the clarification. Please understand that my intention was simply to gain a better understanding of the situation and the reasoning behind the request for a repeated video verification. This helps us explain the circumstances more accurately to the player and assess the complaint fairly.

The player has already informed us that they have completed the second video verification attempt. Hopefully, with the concerns you outlined now addressed, there will be no further issues with the verification process.

We appreciate your cooperation and would be grateful if you could keep us updated regarding the status of the player's verification review and any subsequent decisions once the Security Department has completed its assessment.

Thank you, and we look forward to hearing from you.

Hello!

If the player has successfully completed the video verification again, please wait for further instructions within 5 business days.

Thank you for your cooperation.

Dear gregport,

I sent you an email. Please check your inbox.

Thank you.

i replied ,

thank you

Dear both parties,

Could you please provide the current status of the verification process? Based on the latest correspondence, it appears that some of the information available to us may already be outdated, and we would like to ensure that our assessment is based on the most recent developments.

Hello!

On 17.06.2026, the player was requested to provide a document required for the next stage of the verification process. If it has already been submitted, please wait for further instructions within 5 business days.

Thank you for your cooperation.

they asked me for a new utility bill as proof of address so i sent them an official government utility bill from hydro Quebec from last month that i got in the mail . i sent it to them June 16th

Hello!

If document has already been submitted, please wait for further instructions within 5 business days.

Thank you for your cooperation.

Dear gregport,

thank you for your update.

Dear Pinco Casino representative,

should there be any development, we would appreciate being notified.

so it seems pinco is trying to intentionally delay this process further than it has too. last week they requested a government utility bill to reprove my address once more. and now today they finally reply to me asking for a copy of the contract with my mobile operator for the number indicated in my profile during registration.

i sent them my contract right away obviously. but my point is that they could've just asked for this document last week along with the utility bill. instead they wait a week+ to answer my last email and now asked for something else again. so we have to wait another week for their response again.

Hello!

The additional verification process consists of several stages, so documents are requested sequentially. If the documents requested most recently by our specialists have already been submitted, please wait for further instructions. You can expect a response within 5 business days.

Thank you for your cooperation!

Dear both parties,

Thank you for the update. We kindly ask that you keep us informed of any new developments.

now they asked me for proof of payment essentially . so i sent them a bank statement from january because thats the last time i deposited on pinco. so it shows the proof of deposit i made via interac etransfer .

they now asked me for bank statement from September to January , i just submitted it now. we will have to wait another week+ for their response again

Dear Gregport,

thank you for your most recent update. I would appreciate it if you could keep me informed of any further developments.

still no response since my last document submission over 7 days ago.

can you please ask pinco whats going on ?

Dear Pinco Casino Team,

Could you please provide an update on the current status of the verification process? If there are any issues that require our attention, please do let us know. Thank you for your assistance.

Hello!

We can see that our team is already communicating with the player via email. At this time, all the necessary information has been forwarded to our Security Department for review.

We kindly ask that you await further instructions within the next 5 business days, should any additional action be required.

Thank you for your cooperation.

Dear Pinco Casino Team,

Thank you for the update. We would be grateful if you could keep us informed of any developments regarding this case.

Hello!

gregport, your account successfully passed additional verification on July 15, 2026, at 11:10:15 (GMT+3). Withdrawals are now available again.

Thank you for your cooperation.

I’m glad to hear that. Thank you for the update and for your assistance.

Dear gregport,

since withdrawals should now be available to you, please let me know once you have submitted your withdrawal request and keep me updated throughout the process. This will allow us to confirm that there are no further issues preventing you from receiving your funds. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gregport,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia