Pinco Casino - Player's withdrawal is delayed due to verification issues.

Hello

On May 30th of this year, this casino requested additional verification when attempting to withdraw funds. Specifically, video verification. I passed it that same day.

I was told that the verification would take 5 working days.

Then they again requested other documents: a contract with a mobile operator, a utility bill, and screenshots of deposits from a crypto wallet.

I've provided everything. It's been 12 days since my last request (screenshots of deposits), and I still haven't received a response. My repeated requests haven't responded at all. The only reply I got was that the deadline was five days and could be extended. They didn't give any specifics. I don't know what to check in the two screenshots, 12 days.

I also contacted support on the website, but they don't have any information and redirect me to email, claiming a response is coming soon. But I haven't received a response. I'm tired of waiting, as the five-business-day deadline has been missed repeatedly.

Also, for reasons unknown to me, Pin-Up periodically corresponds with me. Or Pinco replies, but with the signature Pin-Up...

I believe that the casino is deliberately delaying verification.

Please help me speed up the verification process and finally withdraw the funds to my wallet. Otherwise, they might just keep repeating the standard unsubscribe and drag it out for who knows how long...

I am ready to provide any information, as well as screenshots (the maximum number when filing a complaint is 5), that will help resolve this issue.

Important notice:

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Stay safe.

Dear glazun,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Can you confirm the dates on which you submitted these documents?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Sorry, I made a typo. Verification started on April 30, not May 30.

The last time I sent documents (screenshots of deposits) was May 20th. On the same day, they confirmed that the documents had been accepted, meaning, in answer to your question, they did not indicate any problems with them.

It's been 13 days since then, nine of which were working days. I've emailed them numerous times, used the live chat on the website, and contacted customer support about the timeframe, but I've only received the same standard response.

However, they never indicated that they were extending the deadlines; therefore, they should stick to the 5-business-day deadline. They also don't provide any maximum possible deadlines, even though more than a month has passed since the first verification contact.