The player from Azerbaijan formally challenged the annulment of her winnings of 9607.9 AZN, which had been credited to her account after gameplay without any reported issues. She contested the casino's claim of a 'technical error,' stating that there was no evidence to support this and insisted on the validity of her confirmed balance. Upon investigation, it was found that the casino provided evidence of a well-documented technical incident affecting the game provider Amatic between April 17 and 18, 2026, which had caused abnormal winnings. Due to the nature of this technical breach and the supporting evidence, the winnings were deemed invalid and could not be refunded. Consequently, the complaint was resolved in favor of the casino, and the annulment of the winnings was upheld.
Pinco Casino - Player's winnings have been confiscated.
Unjustified complaint
Amount: 9,607 ман
Pinco Casino
Safety Index:Below averageCase summary
Translation
Dear sir/madam,
I am formally challenging your decision to annul my winnings of 9607.9 AZN.
According to your official statement, these winnings were successfully credited to my account balance after completing the gameplay. At no point during the session were any errors, glitches, or discrepancies reported. The result was accepted and confirmed by your system.
Only then did you claim there was a "technical error on the provider's part" and declare the winnings invalid. However, you provided no objective or verifiable evidence to support this claim.
Given the significant amount involved, I consider this matter extremely serious and raise the following questions:
- The confirmed balance of 9607.9 AZN is a legal and binding result between the player and the operator;
- A vague reference to a "technical error" is not sufficient grounds for canceling a win without documentary evidence;
- As an operator, you are fully responsible for any violations.
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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.
- What types of games did you play to accumulate the winnings that were later confiscated?
- Did you accumulate these winnings with or without an active bonus?
- Did you notice any unusual behavior during your gameplay, such as no losing bets or an unusually high number of bonus rounds?
- Please forward the communication between you and the casino regarding the confiscation of your winnings to veronika.f@casino.guru.
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
Hello,
We understand your confusion and agree that the situation may have raised questions and concerns. Thank you for your patience and for the opportunity to clarify the details.
During the investigation, it was determined that a technical incident occurred on the provider "Amatic" side. As a result, certain games were functioning incorrectly and could generate winnings with an abnormally high frequency that does not correspond to the provider’s standard game mechanics.
In this regard, the amount that had not been used by you at the time the error was recorded was withheld and adjusted on your balance, since these winnings resulted from a technical malfunction and cannot be considered legitimate. Unfortunately, payment or compensation of this amount is not possible.
Official confirmation from the provider is attached below. We kindly ask the forum team to keep this response confidential.
Thank you for your inquiry and your understanding.
Dear Yelena103,
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.
TranslationHello! I really need help. I believe the conference was without evidence. At what point during my winnings did a technical error occur? I played for 5 hours, increasing my bets. The casino didn't respond to my request to send me the entire game round. It's unclear at what amount the technical error occurred. I think they simply didn't want to pay out the money and couldn't prove a technical error. They also said they would pay compensation, but they didn't. My initial balance was 10 AZN, and they added 9.9 AZN to my balance. This amount is even less than my initial balance. I ask for proof of the exact amount during my 5 hours of play when the error occurred. Thank you for your help, and I really hope you can help me.
TranslationHello! I really need help, and I believe the confiscation of funds was illegal. I played for about 5 hours and was credited with 17 Gif boxes. I was not provided with a full game round, which would show exactly what time and amount the error occurred, if it occurred. I believe the casino simply did not pay out my fair winnings. The operator also wrote that compensation would be paid, but none was paid. They added 9.9 AZN to my balance, although my initial balance was 10 AZN. I really hope you can help me return my winnings. Thank you. I am awaiting a response.
TranslationHello! I'd also like to point out that Pinco claims there was a technical glitch on the Amatic provider's side. Could you please tell me if this is a technical glitch, and does it only affect Pinco or all casinos that offer Amatic slots? I'd also like to point out that at the same time, not all other casinos were experiencing issues with Amatic, and all slots were playing normally. Why doesn't Pinco say exactly when the glitch occurred, and if it did, why didn't the slot close automatically? Amatic worked perfectly in other online casinos. Please look into this.
Dear Yelena103
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, Kubo (jakub.m@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
TranslationHello! Thank you for your help and I really hope that everything will be resolved and my fair winnings will be returned soon. Thanks again.
Dear Yelena103,
I am delighted to e-meet you. My name is Kubo, and I will be assisting you with your complaint moving forward.
If there are any updates or new developments since your last message, please feel free to share them with me at your earliest convenience.
Dear Pinco Casino,
Thank you for participating in this conversation and for providing your explanation. Given that we have limited information and evidence at this stage, I kindly request that you provide additional details regarding the situation that occurred. You may share all relevant information either in this complaint thread or privately via my email address at jakub.m@casino.guru.
I appreciate your cooperation in advance.
Best regards,
Kubo
Hello,
Could you please clarify in more detail the criteria used to assess the sufficiency of the provided evidence and explain why the previously attached screenshot containing the provider’s response to this situation was not considered sufficient? At the moment, it is not entirely clear to us what specific materials you expect to receive as supporting evidence, given that all available information has already been provided to the fullest extent possible.
We would appreciate your feedback and thank you for your cooperation.
TranslationHello! Thank you for resolving my issue. I started playing on the evening of April 17, 2026, around 9:30 PM. I played for five hours without any interruptions. My balance was displayed, and I was credited with 17 GIF boxes with bonuses. However, Pinco claims there was a technical error. When I asked about the exact stage, they couldn't answer or show me the entire slot. What if this is an error on the part of Amatic, since all of their slots were playing smoothly at other casinos at the same time?
TranslationI also want to point out that I played with a 2AZN bet, which is not a small bet. Playing for 5 hours with the same bet could win this amount. I also want to point out in the question that I was provided with the entire game slot, which would clearly show that this was a technical glitch. As Pinco claims, the balance was replenished without any reason, and not because of the game, but I was not provided with any information. I was not provided with anything; they simply wrote that it was a technical glitch and withdrew my winnings themselves.
Dear Pinco Casino,
The determination regarding the insufficiency of the initial screenshot arose from the fact that it was merely a fragment of a document containing a few lines of text, and at that time, it was the only information available to us. In adherence to our principle of "Trust, but verify," we needed to gather additional information about the issue at hand. We have since received further details from external sources, allowing us to confirm the validity of the document.
Thank you for your understanding and for providing us with the crucial information related to this matter.
Dear Yelena103,
Unfortunately, based on the information we have regarding the well-documented issue that occurred between April 17 and April 18, 2026, we regret to inform you that we are unable to issue a refund for the winnings obtained during the slot breach. This matter involves sensitive internal details that we are unable to disclose publicly. However, the incident has been reported publicly, and you can find additional context at the following link: https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/.
Unfortunately, situations of this nature are beyond our ability to resolve.
Thank you for your understanding, and I sincerely apologize that we could not provide a more favorable resolution. If you experience any further issues with this or any other casino, please do not hesitate to contact our Complaint Resolution Center at any time; we are here to assist you.
Best regards,
Kubo
