The player from Luxembourg claimed that PINCO Casino had improperly confiscated approximately 38,553 USD from his account after initially crediting it as a jackpot win of around 48,644 USD, citing a "technical error." The player argued that the casino violated gaming rules by clawing back funds post-settlement without proper justification or supporting logs from the provider, Amusnet. He contacted the casino and the gaming authority but did not receive a satisfactory resolution. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation or resolution at that time.
Pinco Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: $48,644
Pinco Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Player Name: Yuriy I. L.
Country: Luxembourg
Casino: PINCO Casino (Carlitta N.V.)
Casino mirrors: pinco.win, pinco97x.win, pinco07f.win
Game / Provider: Bulky Fruits / Amusnet
Account ID: 11947815
Currency: USD
Incident Summary
On [date], I played Bulky Fruits by Amusnet at PINCO Casino.
A jackpot of approximately 48,644 USD was displayed on my balance and credited.
PINCO allowed withdrawals and paid part of the jackpot.
Afterwards, PINCO removed approximately 38,553 USD from my balance, claiming a "technical error" on the provider side.
My account was not blocked, and I successfully passed KYC verification after the removal.
Official Statement from PINCO Casino
The casino publicly stated:
"The provider transmitted incorrect results, so the system displayed the wrong jackpot. The real jackpot was approximately 486 USD. Therefore, ~38,553 USD was removed from your balance."
This confirms that the error was not caused by the player, but occurred in the casino system or provider communication.
Why This is a Violation
Once a spin is completed and a jackpot is credited, the result is legally valid.
Technical errors must lead to round cancellation and stake return, not selective confiscation.
PINCO partially paid the winnings, confirmed the jackpot, allowed KYC, and only later clawed back most of the funds.
This is called post-settlement clawback and is prohibited under licensed gaming rules.
The casino has not provided any Amusnet logs or proof to support their claim.
Actions Taken
Contacted PINCO Casino support — no satisfactory resolution.
Submitted a complaint to Curaçao Gaming Authority (CGA) — registered but awaiting response.
Contacted Amusnet to verify that the game Bulky Fruits and the jackpot were generated correctly according to RNG and game rules.
Collected all supporting evidence:
Screenshots of casino messages confirming "technical bug"
Screenshots of KYC completion
Screenshots of partial payout
Screenshots of funds removal
Checked all official casino mirrors: pinco.win, pinco97x.win, pinco07f.win
Request
I request CasinoGuru to:
Investigate PINCO Casino / Carlitta N.V. regarding this illegal confiscation of winnings.
Request PINCO to provide Amusnet verification logs for the game session in question.
Support the recovery of the approximately 38,553 USD illegally removed.
This is a clear case where a legitimate jackpot was awarded, partially paid, and then confiscated without player fault.
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3 months ago
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.
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3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the communication between you and the casino customer support regarding the confiscation of your winnings at veronika.f@casino.guru?
- Am I correct in understanding that approximately $10.000 of your jackpot winnings were paid out to you and you successfully received them?
- Is the jackpot win visible in your gaming history?
- When exactly did you hit the jackpot (date and approximate time)?
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
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3 months ago
Dear yuriy_Ivanovich1367,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
