Pinco Casino - Pelaajan voitot on takavarikoitu.

I am submitting this complaint because all attempts to resolve the issue directly with the casino have failed, and my complaint was closed without providing any real evidence.

While playing at PINCO casino, a jackpot win was credited to my account in the amount of several million rubles. The balance was displayed as valid, the casino did not block my account, and I was allowed to withdraw part of the funds. I successfully received 456,014.21 RUB.

Later, the casino removed the remaining balance and stated that the real win was only 50,024.14 RUB, claiming that the rest of the amount was credited due to a "technical error of the game provider".

The key problem is that:

the casino officially credited the large amount to my balance;

the casino allowed and processed a withdrawal that significantly exceeds the alleged "real win";

no official document from the provider was ever provided;

no game round ID, technical report, or audit was shared;

the decision to confiscate 4,400,000.21 RUB was made unilaterally and after partial payment.

If my real win was truly only 50,000 RUB, it is impossible to explain how and why the casino paid me more than 456,000 RUB. This directly contradicts their own explanation.

I did not violate any rules and acted in good faith. Any technical error, if it actually occurred, was not caused by me. Shifting full financial responsibility to the player after confirming the balance and allowing a withdrawal is unfair and non-transparent.

The casino refuses to provide evidence and states that compensation is impossible. My complaint was closed without resolving the dispute.

I am requesting Casino Guru’s assistance to objectively review this case and require the casino to either:

provide verifiable proof of the alleged technical error, or

return the withheld amount of 4,400,000.21 RUB in full.

At this point, this platform is my last option to seek a fair resolution.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What game did you play to accumulate the jackpot?
• Is the jackpot win visible in your gaming history?
• When exactly did you hit the jackpot (date and approximate time)?
• Could you please forward all communication between you and the casino’s customer support regarding the confiscation of your jackpot winnings? Please send the communication to veronika.f@casino.guru.

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

Best regards

Veronika

Hello, thank you very much for your help, I am very grateful to you.

Game I won: 5 Burning Heart.

All the information is displayed in the transaction history, I will send it to you by email.

The win was around January 19th at around 11:00 pm.

I will send everything I have on this matter.

Thanks again for your attention and help.

Здравствуйте, большое спасибо, что помогаете, я вам очень признателен.

Игра, в которой я выиграл: 5 Burning Heart.

В истории транзакций вся информация отображается, я перешлю её вам на почту.

Выигрыш был примерно 19 января около 23:00.

Я отправлю всё, что у меня есть по этому вопросу.

Ещё раз спасибо за внимание и помощь.

And one more thing, so that there is no misunderstanding.

I'm located in the Russian Federation. Due to restrictions, I can only access the site through a VPN, so the system automatically shows the country as "Netherlands."

This wasn't my choice or an attempt to provide false information—I simply don't have the technical ability to access the site without a VPN or manually change the country to "Russia." I couldn't find such a country.

In fact, I am a resident of Russia, and I ask that you take this into account, and not the country that is displayed automatically due to the VPN.

I'm writing this now to avoid any questions or attempts to misinterpret the situation. Thank you.

И ещё один момент, чтобы не было недопонимания.

Я нахожусь в Российской Федерации. Из-за ограничений доступ к сайту у меня возможен только через VPN, поэтому система автоматически показывает страну «Нидерланды».

Это не мой выбор и не попытка указать ложные данные — у меня просто нет технической возможности зайти на сайт без VPN или вручную сменить страну на «Россия». Такой страны я не смог найти.

Фактически я являюсь резидентом России, и прошу учитывать именно это, а не страну, которая отображается автоматически из-за VPN.

Пишу это сразу, чтобы потом не было вопросов и попыток интерпретировать ситуацию не так, как она есть. Спасибо.

Dear 999z999

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, Michal (michal.k@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,

Veronika

Thank you for your time. I sincerely appreciate your efforts and assistance in reviewing my case. If any additional information or documents are needed, I will promptly provide them.

Спасибо вам за уделённое время. Я тоже искренне ценю ваши усилия и помощь в рассмотрении моего дела. Если потребуется дополнительная информация или документы, я оперативно предоставлю всё необходимое.

Hello 999z999,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

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

Dear Pinco Casino,

I would appreciate it if you could clarify the sequence of events regarding the capping of the player's jackpot winnings after they were initially credited to the player.

Should there be any additional factors pertinent to this matter that cannot be disclosed publicly, please do not hesitate to send them directly to me at michal.k@casino.guru.

Hello!

We understand your confusion and agree that a situation where one amount was displayed on the balance and then subsequently adjusted can raise questions and cause concern. Thank you for your patience and for giving us the opportunity to clarify the details.

During the review, it was determined that the data received from the provider was transmitted incorrectly, which caused our system to display an incorrect jackpot amount. The actual amount of your jackpot was 50,024.14 rubles, not 5,002,414.00 rubles.

Accordingly, the amount that had not been used at the time the error was identified, namely 4,400,506.71 rubles, was withheld and deducted from the balance as part of the adjustment.

From our side, no restrictions have been applied to your account. However, payment or compensation of the amount credited as a result of a technical error is not possible.

Michal, we have also provided you with the information via email.

Thank you for your understanding!

Mikhail, hello.

Pinco stated in the thread that "the real jackpot is 50,024.14 ₽," and "4,400,506.71 ₽ was written off as a correction" due to a data transmission error from the provider.

Please tell me: should a player be held liable for the financial consequences of a provider/casino integration error if the player acted in good faith and played as normal, relying on the balance/winnings displayed in the casino system?

And the second question: what verifiable data can you request from the casino (or from the provider through the casino) to confirm/refute their version? I'm referring to Round ID/Game Session ID/internal transaction IDs and provider confirmation (incident/reference).

I don't have these IDs because the casino refuses to issue them. I'm happy to provide any screenshots/correspondence/withdrawal history.

Михаил, здравствуйте.

Pinco в ветке заявили, что "реальный джекпот 50 024,14 ₽", а "4 400 506,71 ₽ списали как исправление" из-за ошибки передачи данных от поставщика.

Подскажите, пожалуйста: должен ли игрок вообще нести финансовые последствия ошибки провайдера/интеграции казино, если игрок действовал добросовестно и играл обычным образом, опираясь на отображение баланса/выигрыша в системе казино?

И второй вопрос: какие проверяемые данные вы можете запросить у казино (или у провайдера через казино), чтобы подтвердить/опровергнуть их версию? Я имею в виду Round ID / Game Session ID / internal transaction IDs и подтверждение провайдера (incident/reference).

У меня этих ID нет, потому что казино отказывается их выдавать. Готова предоставить любые скрины/переписку/историю выводов.

Dear 999z999,

I understand your wish to obtain and examine all the evidence related to your situation; however, as previously communicated by the casino team, sensitive or confidential information cannot be disclosed to private individuals. This is an industry standard, as there is a valid concern that providing such information could compromise the casinos' internal procedures and their relations with their partners.

That said, please rest assured that we, as an independent entity, will conduct a comprehensive review of all the information and evidence available to us, which will enable us to reach a well-informed decision.

To clarify, could you please inform me of the jackpot amount that was displayed to you at the time of your win? Additionally, do you happen to have a screenshot or any other form of evidence regarding this? If so, please share it with me.

Dear Pinco Casino,

Thank you for your email. I have sent a response with some further inquiries and am looking forward to your reply.

Mikhail, let me clarify an important point: the amount of 5,006,014.21 ₽ is my balance at the time of the first withdrawal.

I have a screenshot where a withdrawal of 150,000 ₽ was made on January 19, 2026 at 11:30 PM, and you can immediately see the "Main Balance" of 4,856,014.21 ₽ - that is, before the withdrawal, there were 5,006,014.21 ₽ in the account.

Below are screenshots of the following withdrawals (01/20/2026 02:16 −150,000 ₽ → balance 4,706,014.21 ₽; 08:13 −100,000 ₽ → balance 4,500,506.71 ₽; 08:13 −100,000 ₽ → balance 4,400,506.71 ₽).

This confirms that the amount was not just "words", but was actually reflected in the balance at the time of withdrawals.

Михаил, уточню важный момент: сумма 5 006 014,21 ₽ — это мой баланс на момент первого вывода.

У меня есть скрин, где 19.01.2026 в 23:30 выполнен вывод 150 000 ₽, и сразу видно "Основной баланс" 4 856 014,21 ₽ — то есть до вывода на счету было 5 006 014,21 ₽.

Далее есть скрины следующих выводов (20.01.2026 02:16 −150 000 ₽ → баланс 4 706 014,21 ₽; 08:13 −100 000 ₽ → баланс 4 500 506,71 ₽; 08:13 −100 000 ₽ → баланс 4 400 506,71 ₽).

Это подтверждает, что сумма была не "словами", а реально отражалась на балансе в момент выводов

Hello,

The funds were credited as part of a promotional campaign intended exclusively for test users. The campaign was not linked to any specific game and was not published in open sources. The amount was credited to players, including you, without specifying the reasons, after which the funds were used or withdrawn before the balance adjustment was carried out.

During the preparation for release, the promotion was mistakenly activated for real users who were not part of the test group. Since all transactions were of a testing nature, they were annulled. The terms and launch date were not agreed upon with the provider, which resulted in test funds being credited to real accounts.

An internal review of the incident has now been completed. The procedures for approving launches and verifying user segmentation prior to activating promotional campaigns have been further strengthened. Technical and organizational measures have been implemented to prevent similar situations in the future.

This feature is scheduled to be launched soon, expanding the opportunities to participate in promotional activities with several leading providers and to receive additional winnings. We recommend monitoring updates on the website.

Thank you for your inquiry.

Mikhail, thank you.

The casino sent a new response and it contradicts their previous letters.

Previously they wrote: "technical failure at the provider / winnings from the game were not generated."

Now they write: "it was an advertising campaign for trial users, not related to the game."

Please record the version change and request verifiable data from the casino, otherwise it will be impossible to verify their statements:

Campaign/Promotion ID and the terms of this campaign (who is the participant, why I was credited, rules/restrictions, why the withdrawal was allowed at all).

Internal transaction IDs by operations:

accrual of the amount,

each conclusion,

write-off of 4,400,506.71 ₽ (exact date/time and ID).

Let them point out a specific rule that allows: showing the balance and allowing withdrawal, and then writing it off retroactively and calling it "experimental transactions."

The actual amount: 5,006,014.21 ₽ is my balance at the time of the first withdrawal. I have a screenshot: the withdrawal was 150,000 ₽ and the balance was 4,856,014.21 ₽ after the withdrawal (that is, the original balance was 5,006,014.21 ₽). I have the screenshot ready to attach.

And the main question: why should I pay for their mistake if they themselves calculated the amount and authorized the withdrawal?

Михаил, спасибо.

Казино прислало новый ответ, и он противоречит их прежним письмам.

Раньше они писали: «технический сбой у провайдера / выигрыш по игре не был сгенерирован».

Сейчас пишут: «это была рекламная кампания для пробных пользователей, не связанная с игрой».

Прошу зафиксировать смену версии и запросить у казино проверяемые данные, иначе проверить их слова невозможно:

Campaign/Promotion ID и условия этой кампании (кто участник, почему начислили мне, правила/ограничения, почему вообще был разрешён вывод).

Internal transaction IDs по операциям:

начисление суммы,

каждый вывод,

списание 4 400 506,71 ₽ (точная дата/время и ID).

Пусть укажут конкретный пункт правил, который позволяет: показать баланс и разрешить вывод, а потом задним числом списать и назвать это «экспериментальными транзакциями».

Факт по сумме: 5 006 014,21 ₽ — это мой баланс на момент первого вывода. У меня есть скрин: вывод 150 000 ₽ и баланс 4 856 014,21 ₽ после вывода (то есть исходно было 5 006 014,21 ₽). Скрин готов(а) приложить.

И главный вопрос: почему я должен(на) платить за их ошибку, если они сами начислили и сами разрешили вывод?

Thank you for providing all the information and evidence related to this matter, Pinco Casino.

Dear 999z999,

I completely empathize with your disappointment regarding this matter, and I can understand your dissatisfaction with the information you have received thus far. I appreciate your request for more specific details; however, it is standard industry practice not to disclose sensitive information publicly. Such details may only be shared with the appropriate authorities or with independent alternative dispute resolution bodies.

After collecting and examining all relevant information and evidence concerning this issue, the casino team acted in accordance with their established rules, which you accepted when you created your account.

Our investigation revealed that the jackpot in question was part of a promotional campaign designed exclusively for test users. This campaign was not associated with any particular game and was not made public, thus no rules, conditions, obligation or rights stem from this for the casino or you as a player. The amount was credited to players, including yourself, without any explanation, after which the funds were either used or some were withdrawn prior to the adjustment of the balance, as was your case.

The evidence we received clearly showed that, instead of the intended amount of 50,024.14 RUB, the provider mistakenly transmitted the jackpot, incorrectly processing the numeric separators. Consequently, an amount of 5,002,414 RUB was erroneously credited to your balance. Unfortunately, you are not the only player affected by this technical error.

While I fully acknowledge that the funds appeared in your casino account as "real winnings" and you may have (quite understandably) felt fortunate, regrettably, these funds were not valid, since you were not supposed to have been able to "participate" in the test promotion, you should not have received any funds, as this was exclusively for test users, which, unfortunately, you were not.

Taking this into consideration, you are actually in a better position, having received 456,014.21 RUB (which you theoretically should not received at all) instead of the maximum of 50,024.14 RUB had you been one of the selected test users.

The Pinco Casino has these rules in its terms and conditions that cover such a situation:

6.2. We reserve the right to declare any transaction void partially or in full if we, at our own discretion, deem it obvious that any of the following circumstances have occurred:

- Due to an error, such as a mistake, misprint, technical error, human error, force majeure, or otherwise, bets have been offered, placed, and or accepted due to this error.

9.2. If the Company mistakenly credits your Account with winnings that do not belong to you, whether due to a technical or human error or otherwise, the amount will remain the property of the Company and the amount will be deducted from your Account. If prior to Company becoming aware of the error, you have withdrawn funds that do not belong to you, without prejudice to other remedies and actions that may be available at law, the mistakenly paid amount will constitute a debt owed by you to the Company. In the event of an incorrect crediting, you are obliged to notify the Company immediately.

26.13. Malfunction voids all pays and plays. The Company has the right to withdraw any winnings caused by a malfunction up to the latest deposits.

These or very similar rules are typically found in nearly all online casinos. That said, I can imagine this is not the response you have hoped for, and I completely agree that, from both a user experience and a human perspective, this explanation may still not seem fully satisfactory. Unfortunately, payment or compensation for amounts credited due to a technical error is regrettably not possible. A similar principle applies in banking. If a bank or another entity mistakenly transfers money to you, it does not imply that you possess a legal right to keep it.

Pinco Casino has acknowledged that the funds you have already received will remain yours; however, as mentioned above, you are sadly not eligible for any additional funds.

As an independent and neutral party, I have reviewed all information and evidence thoroughly, and the casino’s actions appear consistent with standard procedures and industry practices.

I trust this has clarified the situation. Please let me know if you need assistance with anything else.

Mikhail, okay, let's say it was a mistake/promo/whatever. I don't dispute that the casino has the right to adjust the rules.

But then the question is not "was there a mistake or not", but why all the financial damage from their mistake was placed entirely on the player.

The casino itself displayed the amount as available balance, authorized the withdrawal, and even paid out 500k. The player acted in good faith and couldn't have known it was a "test."

Please consider this as an unfair practice/error in the casino's process and help me achieve reasonable compensation (goodwill settlement).

I'm willing to compromise, but "0 compensation" for their mistake and allowed withdrawal is unfair.

Could you please offer the casino a settlement option: compensation/partial refund (instead of a full refusal)?

Михаил, окей, допустим это была ошибка/промо/что угодно. Я не спорю с тем, что у казино есть право корректировки по правилам.

Но тогда вопрос не "ошибка была или нет", а почему весь финансовый ущерб от их ошибки полностью повесили на игрока.

Казино само отобразило сумму как доступный баланс, само разрешило вывод и даже выплатило 500k. Игрок действовал добросовестно и не мог знать, что это "тест".

Прошу рассмотреть это как недобросовестную практику/ошибку процесса казино и помочь добиться разумной компенсации (goodwill settlement).

Я готов(а) к компромиссу, но "0 компенсации" при их ошибке и разрешённом выводе — это несправедливо.

Можете, пожалуйста, предложить казино вариант урегулирования: компенсация/частичный возврат (вместо полного отказа)?

Dear 999z999,

Thank you for sharing your thoughts, and I want you to know that I'm listening.

I fully understand how upsetting and frustrating this situation must be, especially given the confusion caused by the technical error. As previously explained, the jackpot win in question was part of a promotional test campaign designed exclusively for test users. It was not linked to any specific game and was never made publicly available. Therefore, it did not establish any formal entitlement or contractual obligation for either party.

Our investigation confirmed that the intended test amount was 50,024.14 RUB. However, due to a technical error by the provider—specifically a misinterpretation of numeric separators—the system transmitted 5,002,414 RUB instead. This resulted in a significantly higher amount being credited to you and to some other players as well. Once the issue was identified, the casino team took corrective action in accordance with established procedures.

I appreciate that this was not something you could have foreseen, and I recognize the confusion it may have caused. That said, the actions taken by the casino team were fully aligned with the terms and conditions you agreed to, as well as with standard industry practices.

To offer some perspective, please consider this scenario: if the situation were reversed and you accidentally sent someone 456,014.21 RUB instead of 50,024.14 RUB, even though that person was technically entitled to nothing, would you feel obligated to provide them with additional funds to correct the error?

As I have mentioned, a similar principle applies in banking and financial services. If a bank or another entity mistakenly transfers any funds to an individual, this does not create a legal right for the recipient to retain the money. I hope you can understand this perspective as well.

With all this in mind, I regret to inform you that payment or compensation for amounts credited due to a technical error is unfortunately not feasible.

Please let me know if you require assistance with anything else or if I can consider this matter clarified/addressed.

Dear 999z999,

We are extending the timer by 5 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.

Dear 999z999,

Although the matter seems to have been clarified, we have not received confirmation from your side regarding whether the issue has been resolved or if you require further assistance. Given the circumstances and your lack of responsiveness, we regrettably have no choice but to proceed with closing this complaint as rejected.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll be happy to assist in any way we can.

Best regards,

Michal

Casino Guru