Pinco Casino - Player's deposit is missing and unresolved.

Hello AskGamblers Team,

I am filing this complaint against Pinco Casino regarding a missing deposit and their refusal to provide a resolution.

Details of the incident:

• Deposit Date/Time: January 10, 2026, at 22:05.

• Amount: 2500 AZN.

• Initial Support Contact: January 10, 2026, at 22:11 (6 minutes after the transaction).

• Reference Number: TSWL-122378.

On January 10, I deposited 2500 AZN into my account, but the funds were never credited to my balance. I immediately contacted support, and they opened a ticket (TSWL-122378), assuring me that the issue would be resolved shortly.

Due to personal reasons, I was unable to follow up on this matter for a few weeks. However, when I contacted them again via live chat today, the representative claimed that they could not help because "I should have reported the issue within 24 hours."

I provided screenshots proving that I did report the issue just 6 minutes after it occurred and that they had already acknowledged the problem by creating a ticket. Despite this evidence, the support agent ended the chat abruptly without providing any explanation or solution.

I feel that the casino is intentionally trying to avoid returning my funds by citing arbitrary time limits that do not apply to my case, as the original report was made instantly.

Request:

I kindly ask the AskGamblers team to investigate this matter. I have all the necessary documentation, including payment proofs and chat transcripts, which I am ready to provide upon request.

Thank you for your assistance.

Best regardds:Mahammad

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Dear Mahammad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards

Petra

Dear Petra and Casino Guru Team,

Thank you for your response and for keeping my complaint open. I appreciate your guidance on this matter.

I understand that investigations involving payment providers can be complex and may take up to a month. I have already initiated the process with my bank to obtain the official transaction confirmation and the ARN (Acquirer Reference Number) for this specific deposit of 2500 AZN.

As requested, I will gather all the relevant documents, including my bank statements and the initial chat transcripts with the casino (proving I reported the issue within 6 minutes).

I will be sending all these related documents directly to your email address shortly for further review.

I will keep you updated on any progress from my side. Thank you for your professional assistance.

Best regards,

Mahammad

Dear Petra and Casino Guru Team,

Thank you for your response and for keeping my complaint open. I appreciate your guidance on this matter.

I understand that investigations involving payment providers can be complex and may take up to a month. I have already initiated the process with my bank to obtain the official transaction confirmation and the ARN (Acquirer Reference Number) for this specific deposit of 2500 AZN.

As requested, I will gather all the relevant documents, including my bank statements and the initial chat transcripts with the casino (proving I reported the issue within 6 minutes).

I will be sending all these related documents directly to your email address shortly for further review.

I will keep you updated on any progress from my side. Thank you for your professional assistance.

Best regards,

Mahammad

Dear Mahammad,

Thank you for your detailed update. I will wait for your next update.

Please also keep us informed about any further steps taken by the casino, and let us know if there are any developments regarding your deposit.

We appreciate your cooperation and look forward to assisting you in resolving this matter.

Dear Petra,

Thank you for acknowledging my update. I would like to emphasize that since I have already provided the RRN code and the proof that I contacted the casino just 6 minutes after the deposit (Ticket TSWL-122378), the ball is now entirely in the casino’s court.

The casino’s excuse that I "reported it too late" is objectively false, as proven by the timestamps I provided. Now that they have the RRN code, there is no technical reason for them not to find the funds.

I kindly ask you to contact Pinco Casino directly and demand an explanation as to why they are ignoring their own internal ticket (TSWL-122378) and the valid RRN code. I have provided everything required to prove the transaction was successful and reported instantly.

I look forward to hearing the casino's response through you.

Best regards,

Mahammad

Dear Petra,

I have just received official confirmation from my bank regarding the successful transaction, and I am attaching the screenshots of our conversation as further evidence to prove the funds were sent and the issue was reported immediately.

Best regards,

Mahammad

Thank you for your reply and for providing the previous details, Mahammad.

To proceed with your case, could you please forward me the following documents?

• A screenshot of your transaction history in your casino account
• Communication with your payment provider

If you have any further evidence that would support your case, feel free to send it to me. You can send all the documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Dear Petra,

I have just sent the official response from my bank and all the relevant documents to your email address (petra.h@casino.guru) as requested. Please take these into consideration for the investigation.

Best regards,

Mahammad

Dear Mahammad

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 Martina (martina.b@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,

Petra

Dear Mahammad,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pinco Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s deposit has not been credited yet?

Thank you in advance for providing the information.

Hello!

The deposit was not credited because the payment solution provider did not detect any incoming funds for the specified amount for the period from the date the deposit was made to January 15. Since the payment was not found, crediting the funds is not possible. We recommend that the player contact their bank to find a possible way to resolve the situation.

We apologize for any possible inconvenience and thank you for your understanding.

Dear Mahammad,

can you please send me the bank statement for entire January, showing the deposit? Thank you

Dear Martina,

As requested, I am providing the full bank statement for the entire month of January. It clearly shows the deposit and confirms that the funds were not returned to my account.

I have sent the PDF file to your email address. Please let me know once you have reviewed it and can proceed with challenging the casino's claim.

Best regards,

Mahammad

Dear Mahammad,

Thank you for the statement, I have received it.

However, I must say that the screenshot you provided indicating that the transaction from 10th January was successful does not seem to match the transactions shown in your bank statement.

Therefore, I would kindly ask you to provide more detailed information regarding this specific transaction (e.g., full transaction details or confirmation), so we can properly verify it.

Without this information, it appears that the casino has not received any incoming funds related to this transaction.

Thank you very much in advance for your cooperation.

Dear Martina,

I have followed up with my bank regarding the date discrepancy (January 10th vs. January 13th) that you noticed. I would like to clarify the following points based on the official feedback from the bank:

1. Transaction Date (January 10): As shown in my mobile banking history and the receipt, the deposit was successfully made on Saturday, January 10th.

2. Posting Date on Statement (January 13): The bank confirmed that because January 10th and 11th were non-working days (weekend), the transaction was officially processed and "posted" to my bank statement on the next available business days, which was January 13th.

3. Proof of Linkage: The 2500 AZN entry appearing on January 13th in my statement is the exact same transaction from January 10th. You can verify this by the matching RRN: 601022745253, which is consistent across both the receipt and the statement.

I am attaching the screenshots from my mobile app showing the activity on January 10th, along with the bank's explanation regarding this standard banking delay. This confirms that the funds were indeed deducted for this specific deposit.

Best regards,

Mahammad

Dear Mahammad,

thank you for explanation.

At this point, I would kindly like to request an official confirmation from the bank, issued in the form of a formal document, containing the full transaction details. Specifically, the document should clearly confirm that the transaction was successfully transferred to the specified casino account, and that no chargeback or returned payment has been initiated.

Thank you very much in advance for your cooperation.

Dear Mahammad,

Thank you so much for taking the time to explain the situation, I really appreciate it.

Could I kindly ask you to send me the above-mentioned PDF to my email address (martina.b@casino.guru)? And please share it also with the casino.

Thank you very much in advance, and I truly appreciate your help!

Dear Martina,

Thank you for your assistance. I would like to inform you that I have already sent all the documents to your email address. However, in case you have not received them due to any technical reasons, I am resending the official PDF Receipt, the PDF Bank Statement for January, my chat transcripts with the casino support, and the official bank confirmation chat to martina.b@casino.guru.

Please check your email, as I have also shared these documents with the casino management as per your request. I look forward to a swift resolution of this matter.

Best regards,

Mahammad

Dear Mahammad,

Thank you, I confirm that I have received everything.

Dear Pinco Casino Team,

Could you please provide any evidence confirming that the funds have not been credited on your side?

According to the player’s bank statement, the money has been debited and has not been returned, so we would appreciate your clarification on this matter.

Thank you very much for your cooperation.

Dear Martina,

I have submitted all the documents to your email as requested, so please update the status of the complaint. Thank you.

Best regards,

Mahammad

Hello!

Martina, we have sent an email to your address. Please review it when you have the opportunity.

Thank you for your cooperation.

Dear Pinco Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hello!

Martina, we have sent an email to your address. Please review it when you have the opportunity.

Thank you for your cooperation.

Thank you, Pinco Casino Team, for the update.

Dear Mahammad,

I have been in touch with the casino, and they mentioned that they encouraged you to contact your bank on 15th March.

Could you please let me know if you have had a chance to do so, and whether you received any feedback?

Thank you very much in advance for your cooperation.

Dear Martina,

I am writing to formally protest the way this case is being handled. First and foremost, I have NEVER received any email or instruction from Pinco Casino asking me to contact my bank. It is clear that the casino is providing you with false information simply to stall for time.

I have already informed you multiple times that I have spoken with my bank and obtained the official, stamped statement. I sent all these proofs—including the RRN number—to both you and the casino as early as March 23rd. My official bank statement clearly shows that the deposit was SUCCESSFUL. Who is Pinco Casino to challenge an official banking document and "direct" me to contact the bank again? This is a direct insult to official financial documentation and a blatant lie.

What concerns me the most is why you are only addressing the casino's meaningless request now, after waiting 6 days and with only hours left on the timer. I will not tolerate the casino using secret emails to delay this process, nor the fact that this investigation is being dragged out despite such clear evidence.

I am sending all the documents to your email once again. I no longer expect empty questions; I demand a concrete resolution and for my funds to be credited based on the official banking proof I have provided.

Best regards,

Mahammad

Dear Mahammad,

First of all, I would like to apologize for my delayed response — I was on vacation and have only returned to work today.

I have now reviewed all the evidence again and have also sent you a detailed response via email.

As the casino has suggested contacting your bank, I would strongly encourage you to do the same. At this stage, the evidence provided is unfortunately not sufficient for us to clearly verify the transaction.

Thank you very much for your cooperation.

Dear Mahammad,

Thank you very much for the screenshots you sent via email, as well as for all the information provided above.

Based on this, I can confirm that you have supplied all the information that was reasonably available to you.

Dear Pinco Casino Team,

I would kindly ask you to consider crediting the disputed amount to the player’s gaming account and subsequently requesting a refund from your payment provider.

As it appears that the funds have neither been returned to the player nor received by your side, it is reasonable to assume that they may still be held by the payment provider.

I believe this approach would help bring the case to a fair resolution.

Thank you very much in advance for your cooperation.

Hello,

Unfortunately, the payment provider no longer has the technical capability to verify the receipt of funds using the specified details, as access to them has been lost, and also due to the fact that more than three months have passed since the payment was made. On our side, we have already provided all available evidence confirming the absence of the payment receipt to the platform’s moderation team, and, regrettably, we do not have additional means to provide further assistance.

We do not take any actions aimed at creating legal risks or complications for players. This concerns exclusively a standard procedure of interaction with the bank to clarify the status of the transaction. At the same time, it is important to take into account that compliance with the requirements and regulatory specifics of gambling in the player’s jurisdiction falls within their personal responsibility.

Contacting the bank is the only available way to clarify the situation with the payment and, if necessary, initiate a refund. At the same time, the player independently determines the scope and nature of the information provided, based on their own interests and their bank’s requirements.

Our side has already exhausted all possible verification tools and does not influence the decisions of financial institutions. We recommend that the player contact the bank’s support service to clarify possible methods for refunding funds for this transaction.

Thank you for your understanding.

Dear Mahammad,

We have reached a point where we are unfortunately unable to move forward with this complaint.

I am sorry that we were not been able to get involved earlier, as it might have given us a better chance to assist in resolving the issue.

Based on the statements provided by both you and the casino, we are not in a position to make a decision in favor of either party.

As a result, the complaint will be marked as "unresolved" in our system.

I understand this may not be the outcome you were hoping for, and I truly regret that we could not assist further in this case..

There is one more option for how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by Curaçao and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.