Pinco Casino - Player’s deposit is missing at the casino.

I am filing a formal complaint against Pinco regarding a missing deposit of 58 AZN.

I made a successful 58 AZN deposit to my Pinco account. The money was deducted from my bank card, and I have clear proof of the completed transaction. However, the funds were never credited to my Pinco account.

I contacted Pinco customer support and provided evidence of the successful payment. Despite this, Pinco claims that they did not receive the money. I have also opened a support request regarding this issue, but my problem remains unresolved.

I find this situation unacceptable. The money was successfully deducted from my bank account, and Pinco must either credit the 58 AZN to my gaming account or return the full amount to my bank card.

I am providing screenshots of the bank transaction, payment receipt, support request, and correspondence with Pinco as evidence.

I request that this case be investigated properly and that Pinco provide a clear explanation of where my 58 AZN is and why it has not been credited or refunded.

I expect a prompt resolution of this matter.

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Dear cavid-58291,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Hello Casino Guru,

Pinco says that the 58 AZN deposit was transferred on 17 August 2026 at 13:33, but the amount was never credited to my Pinco balance.

My bank transaction history also confirms the 58 AZN transaction at 13:33 on 17 August 2026. Therefore, the money was transferred successfully, but it is still missing from my casino balance.

I have provided the bank transaction proof. Please help me investigate where the 58 AZN went and ask Pinco to credit the amount to my account.

Thank you.

Unfortunately, any returns are not reflected.

Your request number 100873441 has been processed. Your operation is successful.

Dear customer, to investigate the mentioned transaction (service fee for domestic transactions – 5 AZN, service fee for international transactions – 20 AZN), you can create a Chargeback request in the ABB Mobile application in the following sequence:

Go to "More" → "Banking services" → "DigiGerial" section;

Go to an existing transaction and select "Create Request";

Complete the transaction by following the sequence and create a request with SIMA approval;

Confirm by selecting the card you will use to pay.

The request number will be sent to your mobile number via SMS.

We would like to note that for Premium status cardholders, customers in the Gold and Prime stages of "Fayda Max" or VIP segment, receiving chargeback applications for domestic and international transactions is free of charge.

3 hours ago

Thank you for sending me the screenshots.

Could you please clarify the last two messages you posted here? Is this a conversation with your bank? Have you submitted a chargeback request regarding the deposit that was not credited to your casino account?

No, I have not submitted a chargeback request. The last two messages are conversations with my bank, ABB, regarding the 58 AZN deposit. I contacted the bank to confirm the transaction and to find out whether the payment was successfully transferred to the casino.

İstəsən, �⁠bunu bir az daha güclü və rəsmi formada, Pinco-nun 58 AZN-i almadığını vurğulayaraq da yaza bilərəm.

Hello Veronika,

This screenshot is from my Pinco casino account transaction history. It shows that on August 17, 2026, at 18:40, I made a deposit of 58 AZN using my Visa/MasterCard ending in 1821. The transaction is marked as "Cancelled" and 0 AZN was credited to my casino balance.

There is also another deposit attempt of 59 AZN at 18:42, which was also cancelled and 0 AZN was credited.

Therefore, the 58 AZN deposit was not credited to my Pinco casino account. I have not submitted a chargeback request. I only contacted my bank, ABB, to confirm the transaction and investigate what happened to the payment.

I also want to clarify this conversation with Pinco support.

I asked them why the 58 AZN deposit was not showing in my casino balance. Their bot replied that, according to their information, the 58 AZN was successfully transferred to my account on August 17, 2026, at 13:33, and asked me to check it through their link.

However, this is not correct. My Pinco transaction history clearly shows that the 58 AZN deposit at 18:40 was cancelled and 0 AZN was credited to my balance.

So there is a clear discrepancy between what Pinco support claims and what is actually shown in my transaction history. I would like this issue to be investigated and resolved.

No, I have not submitted a chargeback request because my bank requires a 5 AZN service fee for this procedure, and I currently cannot afford to pay this fee. I have only contacted my bank to investigate the transaction and confirm where the 58 AZN payment went.

Dear cavid-58291

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,

Veronika

Dear cavid-58291,

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?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.