The player from Azerbaijan faced issues with his account after a technical error led to the cancellation of his winnings, leaving him with only 14 AZN returned from his deposit. He repeatedly requested proof and clarification regarding the situation, but his demands were ignored, and he was unable to receive satisfactory answers from the casino's operators. The complaint was reviewed by the Complaints Team, who engaged with the casino for a detailed explanation. It was concluded that the winnings were confiscated due to a known slot game server breach affecting the casino, and the incident was publicly documented. The Complaints Team informed the player that the case fell outside their scope for resolution, and no refund of the winnings could be granted.
Pinco Casino - Player’s winnings have been confiscated.
Unjustified complaint
Amount: 124,600 ман
Pinco Casino
Safety Index:Below averageCase summary
Translation
Account ID: hidden by Casino Guru
User: A. A. (nickname: hidden by Casino Guru)
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TIMELINE OF EVENTS (WITH OPERATORS AND TIMES)
21:04 – Cameraman: Fikret
The operator joined the conversation and introduced himself.
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21:07 – Cameraman: Fikret
He claimed that due to a technical error from the provider (Amatic), incorrect winnings were credited to the account and later deleted.
I was informed that my balance had been restored to 14 AZN.
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21:07 – My Answer
I asked for game round data and supporting evidence.
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21:08 – My Statement
I have clearly stated that such claims cannot be accepted without evidence.
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21:09 – Cameraman: Fikret
He avoided providing any evidence and repeated the same general explanation.
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21:10 – My Answer
I made it clear that the explanation was not satisfactory.
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21:11 – My request
I asked to be referred to the competent authority or audit team.
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21:12 – My Observation
I noticed that different operators give conflicting answers.
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21:13 – My Statement
I informed them that I would file a complaint with the Curacao licensing authority.
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21:15 – Cameraman: Fikret
He stated that:
- All players faced the same attitude
Deposits refunded
- The matter is final and will not change.
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21:15 – My evidentiary statement
I told them that I had the following:
- screen recordings
- screenshots
- proof of winnings
- proof of playing across multiple providers
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21:16 – My wish
GAME ROUND information was requested, especially for Amatic providers
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21:17 – Cameraman: Fikret
He claimed that:
- the winnings were "artificial"
- all subsequent earnings (even from other providers) are invalid
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21:21 – Cameraman: Fikret
Accepted:
"We cannot change this decision"
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21:25 – Cameraman: Fikret
He repeated this:
- the source of funds is considered unreliable
- all subsequent game results are also invalid
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21:28 – Cameraman: Fikret
It was reported:
""This is all the information available""
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21:29 – My Answer
I openly rejected the decision and demanded proof.
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21:29 – Cameraman: Fikret
Confirmed:
"We cannot influence this decision, it will remain as it is"
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21:32 – Cameraman: Fikret
He repeated the initial statement without providing any new information.
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21:33 – Critical Point (Misrepresentation regarding compensation)
The operator claimed:
""You have been paid 14 AZN in compensation""
I clarified:
"This is my own deposit, not compensation."
The operator confirmed:
"Yes, because the winnings were artificial."
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KEY ISSUES IDENTIFIED
1. False "Compensation" Claim
The operator is presenting my own deposit (14 AZN) as compensation, which is also incorrect.
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2. No evidence was presented
Despite numerous requests, the operator was unable to provide the following:
- game round IDs
- provider records
- technical reports
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3. Refusal of investigation
The operator has repeatedly stated clearly that:
- the decision will not change
- additional verification is not possible
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4. Invalid Cancellation of Earnings from Other Providers
Even if there was a problem with Amatic providers, winnings from other providers were also unreasonably canceled.
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5. Ignoring the evidence presented
I have clearly stated that I have:
- screen recordings
- game proof
- screenshots
But the operator ignored these and did not request or review them.
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LAST REQUEST
I demand an independent and fair review of the following:
- Full round history of the game
- Provider-side records (Amatic and others)
- Justification for the cancellation of earnings from multiple providers
- Clear explanation supported by verifiable evidence
The current management is not transparent and does not meet fair play standards.
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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.
- Could you please specify what games did you play to accumulate the winnings that the casino confiscated from you?
- Have you noticed any unusual behaviour while playing these games, for example no losing bets, too high winning bets, too many bonus features?
- Could you kindly forward me the conversation between you and the casino customer support regarding the bug in Amatic games at 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
TranslationThank you for your response and consideration of my work.
1) Winnings were made while playing slot games, including games from Amatic provider. I can provide specific game titles and session details if needed.
2) I did not observe any unusual or abnormal behavior during the game. There were no unusual bets, excessive bonus features, and no technical problems from me. The game process was normal and consistent.
3) I have records of communication between myself and casino support regarding the matter, including discussions regarding the alleged game/provider issue. I will email all relevant screenshots and evidence as requested.
If you need any additional information, please let me know. I am fully prepared to cooperate and provide all necessary information.
Sincerely,
boss022
Dear Veronika.Thank you for summarizing the case. However, I would like to emphasize that describing this as a "technical error" is not sufficient without providing clear and verifiable evidence.
I have repeatedly requested proof and a detailed explanation, but none has been provided so far. Simply labeling the issue as a technical problem does not justify the removal of legitimate winnings.
I hope this matter will be reviewed with full transparency and that proper evidence will be presented.
Dear Ekber
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
Dear Ekber,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Pinco Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Pinco Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.
Thank you in advance for your cooperation.
Best regards,
Kubo
Dear Pinco Casino,
Thank you for sharing the important information related to this case.
Dear Ekber,
Regrettably, based on the information available regarding this well-known issue that occurred between April 17 and April 18, 2026, we are unable to proceed with a refund of the winnings obtained during the slot breach. The matter involves sensitive internal details which cannot be disclosed publicly. However, the incident itself has been reported publicly, and you may refer to the following link for further context: https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/.
Unfortunately, situations of this nature fall outside the scope of what we are able to resolve.
Thank you for your understanding, and I sincerely apologize that we could not deliver a more favorable outcome. Should you encounter any further issues with this or any other casino, please feel free to contact our Complaint Resolution Center at any time - we are here to assist you.
Best regards,
Kubo
