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.