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Subject: Request for Assistance – Account Blocked, Funds Withheld by Pinco Casino

Dear Guru Support,

My name is Kamilya S***, I am a citizen and resident of Kazakhstan. I am writing to request your assistance regarding an issue with the online casino Pinco, where my account was recently blocked and a withdrawal of 425,000 KZT was canceled.

Since I reside in Kazakhstan, I use a VPN to access the platform. Due to technical limitations, the country currently set in my profile is France, but that does not reflect my actual location.

When registering on the Pinco platform, there was no option to provide an email address – only a phone number was required. I registered using my real number: +7***.

Here is what happened:

1. I deposited my own funds into the account and lost them.

2. After this, I continued playing using the bonus funds provided by the casino.

3. I completed the required wagering (playthrough) and managed to increase the bonus balance to 425,000 KZT.

4. I then requested a withdrawal of this amount.

5. Following this, my account was blocked without any prior warning.

The casino support team claims I violated their Terms of Service by canceling bonuses 10 times, which they consider an abuse of promotional offers. However:

I was not aware that canceling bonuses was against the rules.

I never used any strategies for guaranteed income.

I was not warned about any violations before the account was blocked.

I simply played two slots randomly without any intent to abuse the system.

I attach screenshots of my communication with the casino for your review.

Can I communicate with you in Russian? It would help me explain the situation more clearly.

I sincerely hope you can help me recover my funds or mediate this situation. I believe I acted in good faith and would appreciate your support.

Thank you in advance.

Kind regards,

Kamilya S***

Kazakhstan

Phone number used during registration: +7***

Dear kamila77707,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you played with?
• How and when did you cancel the bonus?
• Can you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Hello, Christina!

Thank you for your reply and desire to help. I will answer your questions more precisely:

1. What bonus did I play with:

I played with a weekend bonus of 17,500 KZT (Kazakhstani tenge).

2. How and when I cancelled the bonus:

The bonuses accrued on April 24, 25 and 26 were automatically lost at the moment I submitted a request for withdrawal of funds.

On April 29th I activated another bonus (10 bonuses), but then manually cancelled it before I started playing.

3. Order of events:

I topped up my account with real money, started playing and lost my deposit.

I still had an active weekend bonus left - I played it through in full according to the terms.

After wagering, the funds were transferred to the main balance.

I continued playing on my main balance and increased the amount to 425,000 tenge.

After submitting a withdrawal request, my account was blocked without any specific explanation other than a reference to a possible rule violation.

I emphasize that I did not use any prohibited strategies or schemes. I played fairly, and everything is visible in the session history.

duplicated the information and sent screenshots to your email

Здравствуйте, Кристина!

Благодарю за ваш ответ и желание помочь. Отвечаю на ваши вопросы более точно:

1. С каким бонусом я играла:

Я играла с бонусом выходного дня в размере 17 500 KZT (казахстанских тенге).

2. Как и когда я отменила бонус:

Бонусы, начисленные 24, 25 и 26 апреля, сгорели автоматически в момент, когда я подала заявку на вывод средств.

29 апреля я активировала другой бонус (10 бонусов), но затем самостоятельно отменила его вручную до начала игры.

3. Порядок событий:

Я пополнила счёт реальными деньгами, начала играть и проиграла депозит.

У меня оставался активный бонус выходного дня — я полностью отыграла его в соответствии с условиями.

После отыгрыша средства были переведены на основной баланс.

Я продолжила играть уже на основном балансе и увеличила сумму до 425 000 тенге.

После подачи заявки на вывод мой аккаунт был заблокирован без конкретного объяснения, кроме ссылки на возможное нарушение правил.

Подчёркиваю, что я не использовала никаких запрещённых стратегий или схем. Я играла честно, и всё видно по истории сессий.

продублировала информацию и отправила скриншоты на вашу почту

Thank you very much, kamila77707, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello kamila77707,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter. In the meantime, can you please explain why you cancelled the bonuses and claimed them again later? Are the bonuses credited automatically when you make a deposit, or have you claimed them when you made a deposit?

We would like to invite Pinco Casino to join the conversation.

Dear Pinco Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

Hello,

We couldn’t find any account associated with the email address you provided. Please provide accurate information, such as your account ID or your phone number without any masking.

Dear kamila77707,

Kindly provide your casino account ID along with the phone number you used to register at Pinco Casino. I will mark your response as sensitive, ensuring that only you, the casino team, and we have access to it.

Dear kamila77707,

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.

Hello,

Thank you for the information provided. We have located the account and will be sending a response to your email. Miсhal, we kindly ask you to extend the complaint timer, as additional time is needed to prepare our reply. Once the response email has been sent, I will notify you here in this discussion so that you can review it.

Thank you for your understanding and cooperation.

Hello, Miсhal,

The clarification regarding your inquiry has already been sent to your email. Kindly review it at your convenience.

Thank you for your attention and understanding.

Dear Pinco Casino,

Thank you for your email. I have responded back with some additional queries to be able to better evaluate the situation.

Hello,

We've responded to your message — please review our reply at your earliest convenience.

Dear Pinco Casino,

Thank you for your email. I have responded back again.

Dear kamila77707,

Can you please confirm if any of your family members or friends have an account at Pinco Casino? If they do, have you found yourself claiming the same bonuses and/or playing the same games as them at similar times, perhaps during a visit?

Dear Michal,

Thank you very much for your support and attention to my case.

In response to your question, I would like to clarify that I am the only person in my household who plays at this casino. None of my family members or anyone else in my household has an account or participates in any gaming activity on this platform.

If there has been any technical misunderstanding (for example, due to a shared IP address or device), I am ready to help clarify the situation. Please take this into account in your further communication with the casino.

It is also possible that the misunderstanding occurred because my husband tried to assist me with the issue and contacted support via his own Telegram account.

Thank you once again for your time and efforts in helping to resolve this situation.

Kind regards,

Kamila

Kazakhstan

Phone: +77********74

Dear Kamila77707,

Thank you for your response. I’m currently awaiting further details from the casino team to thoroughly assess the situation and determine the best course of action for a possible resolution.

I’ll keep you updated as soon as I have more information.

Hello! We have sent you information by email.

Dear Pinco Casino,

Thank you for your email with the provided information.

Dear kamila77707,

Please forward me evidence of all the payment methods you used for the deposit and where you requested the withdrawal to my email, michal.k@casinoguru

This may include bank statements, images of bank cards (where you can hide the middle digits of the card), or other documents that will demonstrate that you utilized payment methods held exclusively in your own name.

Dear Michal,

Thank you for your continued efforts to help resolve this situation.

I have sent you my full response to your questions by email.

Please let me know if you need any further clarification or additional documents — I will be happy to assist.

Kind regards,

Kamila

Kazakhstan

Phone: +77********74

Dear kamila77707,

Thank you for your email. I have responded back with some additional queries.

Dear Michal,

Thank you very much for your help and support.

I have sent you a message to your email address with the necessary information.

Kind regards,

Kamila

Dear kamila77707,

Thank you for your email. I have replied with a few more questions.

Dear Michal,

Hello!

I have sent you my response to your email.

Please let me know if anything else is needed.

Kind regards,

Kamila

Dear kamila77707,

Thank you for your message. I have responded with some additional questions.

Dear Pinco Casino,

I have also contacted you through email regarding a few more inquiries and am awaiting your response.

Hello,

We have seen your email and have already responded.

Thank you for your promptness and cooperation.

Dear Pinco Casino and kamila77707,

Thank you both for your emails. I have responded to both of you accordingly and am looking forward to your replies.

Dear kamila77707,

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.

Hello, Michal.

I have provided you with the answer to your email

Здравствуйте, Михал

я предоставила вам ответ на вашу почту

Dear kamila77707,

Yes, thank you for your email.

Dear Pinco team,

I am looking forward to your reply regarding my most recent email.

Good afternoon,

We have sent a response to your email.

We look forward to your reply.

Thank you for the information and evidence provided, Pinco Casino team.

Dear kamila77707,

After gathering all the necessary information and evidence, we are forced to reject this complaint. As it turned out, you or someone who had access to your casino account utilised a payment method that is not registered in your name to fund your casino account, and you even confirmed that you don't recognize the card, which is a violation of standard online casino regulations. This policy is widely recognized across the industry. Moreover, it was recognized that some of your bank cards were used in other accounts for deposits, which is another serious violation of the casino's rules. Unfortunately, we are not able to help you when there is a clear breach of the casino's terms and conditions.

I can only recommend that you make sure that you open only one account, only use a payment method held in your name to fund your casino account, read the casino's T&Cs thoroughly, and make sure to follow all the rules to avoid disappointments like this.

Should you encounter any issues with this or any other casino in the future, feel free to reach out to us. We will try our best to help.

Best regards,

Michal

Casino Guru