Pinco Casino - Player's withdrawal has been delayed.

After verification and several successful payouts, Pinco Casino blocked the withdrawal of the remaining 168,197.2 rubles.

I registered in April 2026 on the recommendation of the partner site GipsyTeam, made deposits, and played. In mid-May, I passed identity verification (face + passport), after which I successfully withdrew: 38,000 rubles on May 17, 10,000 rubles on May 20, 6,776 rubles on May 21, and 50,000 rubles on May 22 (approximately 104,776 rubles after verification).

On May 24, two withdrawal requests for 60,000 rubles each were canceled, and withdrawal of the remaining balance has been blocked since then. A re-verification process was scheduled, with the requirements changing several times: a series of selfies with my passport "in front of my personal account" were rejected for various reasons (date and time visibility on the monitor, "wrong page," legibility). On June 3, I submitted a photo strictly according to the latest wording—it was accepted "up to 5 business days."

On June 9, instead of a solution, they issued a new demand: a utility bill to be sent to the "address listed on the Pinco website" (clause 10.3). However, my personal account doesn't list an address at all, and I live in a rented apartment and don't have utility bills in my name—the demand as it stands is impossible to fulfill.

As of today, the remaining 168,197.2 rubles are unavailable. There is no final list of requirements, and no confirmation that the money will be paid once they are met. GipsyTeam support forwarded the issue to Pinco managers, but there has been no definitive response for over a week.

My bets are standard markets (tennis game handicaps, corners, cards, totals), with wins and losses, no prohibited betting schemes; I'm the only user on the account and logged in from the same devices.

What I want: a complete final list of the remaining demands, listed in one place; what document will be accepted from a tenant without utility bills; written confirmation that the funds will be paid once these requirements are met; and the payment itself, 168,197.2 rubles.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pinco Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you explained to the casino that you are a tenant without the option to receive utility bills?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding when attempting to resolve the situation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear AleaGG,

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.

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of AleaGG. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

I would like to reopen this complaint due to significant new developments since it was closed.

A clarification on the closure first: I did respond to the resolver's earlier questions, but by email (to tomas@casino.guru) rather than in the thread, which is apparently why it was closed for "no response". To confirm: my account is accessible, the balance of 168,197.2 RUB is pure winnings with no bonuses and no extra deposits, and I provided the requested address documents (a tenancy agreement and an internet-service contract in my name).

New developments:

1. On 5 July 2026 Pinco blocked my account, citing my "prolonged absence of response", although I have consistently cooperated.

2. Pinco requested proof of source of funds. On 8 July, and again on 15 July 2026, I submitted the full package: an official bank statement of account movements in my name, stamped bank receipts, and my crypto transactions together with their on-chain transaction hashes, verifiable on the blockchain.

3. Pinco ignored its own deadline. Its stated review period is 5 business days; it expired on 15 July with no decision. On 13 July they merely re-sent the same template request without reviewing what I had submitted. On 16 July their managers stated (through the affiliate that referred me) that a decision would be sent by email — it never came.

4. On 19 July Pinco demanded, for my crypto wallet, a screenshot of a "personal cabinet showing the attached email and full name". A crypto wallet does not contain a full name or an email address by its nature — it is not a bank account. Ownership is established through the linked account (my wallet is in my personal Telegram account, whose phone number matches the one in my PINCO profile) and through the on-chain transaction hashes I already provided.

My balance of 168,197.2 RUB has been withheld since 24 May 2026 — nearly two months, through a series of shifting and partly impossible requirements. I respectfully ask you to reopen the complaint and continue the mediation.

Thanks for your reply and the provided information.

Could you please share with me the communication addressed to you from the casino regarding the closure of your account, or any other relevant evidence of the incident?

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Thank you, Tomas. On 26 July I sent the requested evidence to tomas@casino.guru: the casino's account-closure notice of 5 July 2026 (the original email, ticket TSWL-518264), the casino's last requirement of 19 July, and the complete correspondence with Pinco — 48 messages, both directions, in chronological order. I sent it by email rather than posting it here because it contains my personal data.

Two points from that material:

1. The stated ground for the closure — a "prolonged absence of response" from me — is contradicted by the correspondence itself. Every request was answered, and in the weeks before the block I was the party writing repeatedly without receiving a substantive reply.
2. On source of funds: the full package (an official bank statement in my name, stamped receipts, and the crypto transactions with their on-chain hashes) was submitted on 8 July and again on 15 July. The casino's own stated review period of 5 business days expired on 15 July. Their last requirement — a crypto-wallet screenshot — I fulfilled on 19 July. Since then the casino has not replied at all: eight days of complete silence.

The balance of 168,197.2 RUB is pure winnings, with no bonuses and no additional deposits, withheld since 24 May 2026. I ask that Pinco be required to state a decision: complete the verification, unblock the account and release the payout. I remain available for any further document or clarification.

Update, Tomas — and thank you.

On 28 July, the day after I sent you the full correspondence, Pinco unblocked my account without any explanation, and the profile now shows the verification as complete. I submitted a withdrawal request for the full balance at 14:19 the same day, it was approved at 15:33, and the funds have now arrived in my wallet — 46.135905 LTC, the full 168,197.2 RUB converted at the market rate.

One detail speaks for itself: the request was approved in 74 minutes. Their own normal processing time, going by my four earlier payouts in May, was 11 to 20 hours. The same balance had been withheld since 24 May — 65 days — through a series of shifting and partly impossible document requirements, and an account block justified by a statement that their own correspondence disproves.

As far as I am concerned, the complaint can now be closed as resolved. Thank you for reopening the case and for taking the evidence seriously. The casino moved immediately after it learned the matter was being reviewed here.

Dear AleaGG,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru