Pinco Casino - Pelaajan voitot on takavarikoitu.

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Hello,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can 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,

Attila

Dear Casino Guru Team,

Thank you for your assistance. I would like to provide the details you requested to help clarify the situation with Pinco Casino. I am sure this is just a misunderstanding that can be easily resolved.

Bonus Status: I did not use any bonus or promotional offer for this session. I played with my own deposited funds, so I believe all standard withdrawal rules apply.

Game Played: The game was "Lucky Joker 10 Extra Gifts".

Gameplay Progress: I started with a modest deposit of 10 AZN. I was quite fortunate during my session; I first reached 50 AZN and then, through continued play, my balance grew to 23,700 AZN.

I enjoy playing at Pinco and I have followed all the terms and conditions. I am hopeful that with your help, the casino will review my account and complete the withdrawal process soon. I appreciate their cooperation in this matter.

I have put a link to the video below.

I will send my correspondence with the operator and deposit screens to your email address.

Dear Casino Guru Team,

I would like to add a critical detail regarding my session that contradicts the casino’s claim of a "non-stop winning error."

During my entire gameplay, it was not a constant stream of wins. I experienced both wins and losses throughout the session. There were moments where my balance decreased significantly, and I had to continue playing to win it back and eventually reach the final amount.

Normal Game Behavior: The game behaved exactly like a standard slot machine. If there were a "technical malfunction" producing "abnormally frequent wins," there should not have been significant losing streaks or balance drops, which I definitely experienced.

No Technical Glitches: At no point did the game freeze, show an error code, or display incorrect calculations. Every spin was processed normally, and the losses were deducted just as the wins were credited.

This confirms that I was playing a functional game where I simply had a lucky streak, rather than exploiting a technical "bug." I believe the casino is using the "provider error" excuse simply to avoid paying out a large legitimate win.

I request Casino Guru to ask the casino for my full betting history (log) to prove that there were losses during the session, which proves the game was not "broken" in the way they describe.

Best regards,

[Redacted]

Dear Pinco Casino team, thank you for your response. Could you please provide us with the player's game history in excel format covering the relevant period? Additionally, could you please forward the communication with the game provider to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Dear Yagub73150996,

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,

Attila, сould you please clarify the purpose of requesting the player’s game history and specify which correspondence with the provider you are referring to? Information regarding the provider’s malfunction has already been shared in a previous message, including a screenshot of their response. No additional correspondence exists.

We would also like to understand why complaints that are identical in nature, involving the same situation, are handled differently. In some cases, they are closed with the provided explanation, while in others, additional supporting documents are requested.

Examples of such complaints:

1. https://kazinoazov.net/zhaloby/pinco-casino-viigrish-igroka-bil-konfiskovan-5
2. https://kazinoazov.net/zhaloby/pinco-casino-viigrish-igroka-bil-konfiskovan-2

Thank you for your cooperation.

Hello Casino Guru Team,

Thank you for your update and for extending the timer.

I would like to express my deepest gratitude for your assistance in this matter. I truly appreciate the hard work and effort you are putting into helping me resolve this issue with the casino. Your support is very important to me.

Regarding the case, the problem has not been resolved yet. I am still waiting for a fair solution from the casino's side. I am fully committed to continuing with this complaint and would be very grateful if you could continue to mediate this process.

Please let me know if there is anything else you need from me. Thank you once again for your time and dedication.

Best regards,

[Redacted]

Hello Attila,

I really appreciate your help and the way you’re handling this. I’ve read the casino’s response, and while I understand their side, it still feels a bit unclear to me.

I truly believe that seeing my own game history would help clear everything up. A general screenshot doesn't really show what happened during my specific session, and I just want to be sure everything is fair. I also think my case is unique, so comparing it to others might not be the best way to look at it.

I completely trust your expertise and I'm sure you'll help find a fair solution. Thanks again for standing by me through this.

Hello Attila,

I've been thinking about the casino's position. While I am 100% sure that my play was fair, I understand that the "technical malfunction" they are claiming has created a complicated situation for everyone involved.

Because I value your time and the effort Casino Guru is putting into this, I am open to a fair settlement. If the casino is willing to find a middle ground instead of a total rejection, I am ready to discuss a compromise on the final amount.

I believe this could be a good way to resolve the matter quickly and fairly for both sides. I’d love to hear your thoughts on this or if you think we should suggest this to the casino.

Best regards,

[Redacted]

Dear Pinco Casino,

The conclusion regarding the inadequacy of the initial screenshot stemmed from it being just a small portion of a document with only a few lines of text, and at that moment, it was the only information we had. For this reason, we felt it necessary to obtain more information about the matter. Fortunately, we have since received additional details from external sources, which have enabled us to validate the authenticity of the document.

Dear Player,

Thank you for your patience while we carefully reviewed your case, and I truly appreciate the detailed information you have provided throughout the process.

Please note that the origins of the technical glitch have been made public since your complaint submission. https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/. Based on these circumstances, we are unable to support you in your pursuit to have winnings paid out. Since you confirmed your winnings were accrued by playing the affected game in the appropriate time window, we can't consider your winnings legitimate, and, consistent with other cases currently present on our website, your case will be rejected as a result. We hope you won't face a similar situation in the future.

I’m sorry that we couldn’t bring you a more favorable outcome, but please don’t hesitate to reach out if you need assistance with any other issue in the future.

Kind regards

Attila

Casino.Guru