Pinco Casino - Player's account verification is delayed.

i deposited 1.1k via interac. used a 120% vip bonus and won 4817$. now i started the verification process. the casino requires players to verify their phone numbers and ive been having issues with that because im not getting any verification codes and they send a code to my phone. so far every solution they try give me doesn't work and as a result i cant verify my phone with them. i submitted a ticket for them to try fix it and nothing has been done yet. i talked to my vip manager for that casino and they haven't helped at all either. so im hoping we can try resolve this issue on here where i can at least hold them accountable. i attched below some of the conversation with them

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask a few questions for clarification.

• Did you submit the correct phone number to the casino when registering or filling out your casino profile?
• From the screenshots you uploaded, it appears that an incorrect phone number was entered. Could you please clarify what happened? Did you enter a random number, or was it a typo in your actual phone number?
• Have all your other documents been successfully verified by the casino?

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

Best regards

Veronika

not initially no , the issue was that i added the are code (+1) then my phone number and the casino already added the area code for me so that messed up the phone number by adding an extra 1. so thats why i asked them to fix it on live chat, instead they said they sent it to the corrected format of my phone number. but i still never received it . then the issue was escalated and they opened a case with the tech team. i get an email a day later saying the issue is now fixed, this was also confirmed by vip manager on live chat. but now it still shows up as the wrong number on my profile despite being told it was fixed , and the number still shows up as the wrong format (extra 1) .

Thank you for the screenshots.

Could you please let me know whether you have received any additional emails from the casino regarding the correction of your phone number?

Additionally, based on one of the screenshots you shared, it appears that the casino is currently double-checking other personal details in your profile. Have you been asked to submit any additional documents for verification purposes?

Thank you in advance for your cooperation. I look forward to your reply.

hey they said it was "fixed" but i keep having the same issue. and yea i just did the passport submission, proof of address and also the live selfie and i got an email that i got verified for all

Dear vessjab

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,

Veronika

Hello vessjab,

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!

Our system does not recorded any attempts by the client to verify the phone number. Please check that the number is correct. If the number is correct, please provide a video recording showing the phone number verification process from start to finish.

Please send the video recording from the email address associated with your account on the website to the following address: manager@pinco.win

Hello Pinco Casino Team,

As the player mentioned earlier in the thread, the phone number registered on his account is incorrect, and he is currently unable to update it on his own.

He has already attempted to resolve this issue by contacting live chat support and his VIP manager; however, unfortunately, they were unable to assist with correcting the phone number.

Could you please advise on what options are available to update or correct the phone number so the verification process can be completed successfully?

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

Hello,

At this time, no additional checks are being carried out in relation to the client. The funds mentioned in the complaint, namely the amount of 4,817 CAD, were successfully withdrawn by the client.

If the client is unable to change the phone number in the account, they must contact the online chat on the website. No other options are available. Within the scope of this discussion, such issues are not handled, as this is inefficient and technically impossible when changing a phone number. L2 specialists request a code sent to the new phone number, which the client must provide promptly, not hours or days later, as is the case with communication in this format.

We see that when contacting support, an attempt was made to change the phone number; however, the client did not receive the code on the new phone number. This issue is not related to our platform and is most likely caused by the client’s mobile operator or the message being routed to spam. We have verified this with our sender, and no issues were identified on their side.

Thus, the client has only two options: to follow the recommendations that will be provided in the online chat on the website, or to provide, in the same online chat on the website, another phone number to which the code for changing the number can be delivered.

Thank you for your cooperation.

Dear Pinco Casino Team,

Thank you for providing clarification on the situation.

Dear vessjab,

Could you please confirm whether you have received the withdrawn funds, specifically the amount of 4,817 CAD (as indicated by the casino)? Additionally, please let me know whether your account is now fully verified, as the withdrawal has been reported as successfully completed.

Regarding the phone number issue, I kindly advise following the casino’s instructions and contacting their online chat support directly through the website. According to the information provided, this is the only available and effective way to update your phone number and resolve the verification code issue.

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

Dear vessjab,

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