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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If anything seems suspicious, contact us directly.

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.

Thank you very much for your reply, glazun. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I sent all the screenshots by email.

Dear glazun,

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, Lucia (lucia.s@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,

Kristina

The issue has been resolved. Was it a coincidence, or did Pinco actually see my complaint and stop requesting additional documents? But verification is complete and the funds have been paid.

It's worth noting that the rules state that many players, for example, those from Belarus, are allowed to play on their website. However, they cannot register a phone number, for example, from Belarus. The list of phone numbers is severely limited by country, and support is unwilling to accommodate manual number changes. The absence of a phone number in the profile prevents withdrawals; more precisely, a certain limit is imposed, beyond which withdrawals are impossible without an entered number. Players are forced to either connect a virtual number or visit a country from the list and purchase a SIM card.

I would like to point out that during verification they requested a contract for a Belarusian number.

Dear glazun,

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,

Lucia S

Casino Guru