The player from Azerbaijan faces 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 has repeatedly requested proof and clarification regarding the situation, but his demands are ignored, and he is unable to receive satisfactory answers from the casino's operators.
Pinco Casino - Player’s winnings have been confiscated.
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Waiting for Casino Guru to reply
6d 15h 46m 57s
Pinco Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
4 days ago
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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Edited by a Casino Guru admin
Automatic translation:
Public
Public
18 hours ago
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Public
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18 hours 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 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
