Pinco Casino - Player’s account is frozen with endless verification requests.

Subject: Account frozen immediately after deposit, endless verification requests

Description:

I registered at Pinco casino and made several deposits via cryptocurrency.

Before my first withdrawal, I successfully completed the KYC verification process as required by the casino, including a video verification where I answered questions displayed on the screen.

Despite completing KYC, my account was frozen immediately after a subsequent deposit, without any prior warning or explanation.

Since then, I have been receiving new verification requests one by one, each sent every 5 business days, with different documents requested each time:

1. Utility bill (no older than 60 days)

2. Mobile operator contract for the number used during registration

3. Full bank statement for the entire history of the account, in PDF format

4. Video recording showing my face and all crypto wallets used for deposits, with all 3 transactions shown individually

None of these requirements were mentioned at the time of registration or before making deposits. I had already passed KYC — yet the casino continues to demand additional documents indefinitely. Each time I respond, a new request is sent instead of resolving the issue. This pattern has been ongoing for several months.

I believe this is a deliberate tactic to delay or avoid returning my funds. I have saved all correspondence as evidence.

I am requesting Casino Guru's assistance in resolving this complaint and recovering my account balance.

Thank you.

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 sanyax13,

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

Thank you for the detailed description and for providing the screenshots — they are very helpful. Based on the communication you shared, I can see that the casino has been requesting additional documents step by step over time, including proof of address, mobile operator contract, bank statements, and most recently a video showing your crypto wallets and transactions.

To better understand your situation and assess whether the verification process has been handled appropriately, I would like to ask you a few additional questions:

• Could you please confirm what is your current account status? Is it fully blocked, or do you still have access but cannot withdraw?
• Have you already submitted all the documents requested by the casino? If yes, could you specify which ones were accepted and which are still pending?
• Regarding the video verification request (crypto wallets), have you attempted to provide it? If yes, what was the casino’s response?
• Did the casino ever clearly explain the reason for requesting these additional documents beyond standard KYC (e.g. source of funds or security concerns)?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela