Pinco Casino - A conta do jogador está congelada e recebe inúmeras solicitações de verificação.

Subject: Account frozen immediately after deposit, endless verification requests

Description:

I registered at Pinco casino and made several deposits via cryptocurrency.

Before my first withdrawal, I successfully completed the KYC verification process as required by the casino, including a video verification where I answered questions displayed on the screen.

Despite completing KYC, my account was frozen immediately after a subsequent deposit, without any prior warning or explanation.

Since then, I have been receiving new verification requests one by one, each sent every 5 business days, with different documents requested each time:

1. Utility bill (no older than 60 days)

2. Mobile operator contract for the number used during registration

3. Full bank statement for the entire history of the account, in PDF format

4. Video recording showing my face and all crypto wallets used for deposits, with all 3 transactions shown individually

None of these requirements were mentioned at the time of registration or before making deposits. I had already passed KYC — yet the casino continues to demand additional documents indefinitely. Each time I respond, a new request is sent instead of resolving the issue. This pattern has been ongoing for several months.

I believe this is a deliberate tactic to delay or avoid returning my funds. I have saved all correspondence as evidence.

I am requesting Casino Guru's assistance in resolving this complaint and recovering my account balance.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear sanyax13,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for the detailed description and for providing the screenshots — they are very helpful. Based on the communication you shared, I can see that the casino has been requesting additional documents step by step over time, including proof of address, mobile operator contract, bank statements, and most recently a video showing your crypto wallets and transactions.

To better understand your situation and assess whether the verification process has been handled appropriately, I would like to ask you a few additional questions:

• Could you please confirm what is your current account status? Is it fully blocked, or do you still have access but cannot withdraw?
• Have you already submitted all the documents requested by the casino? If yes, could you specify which ones were accepted and which are still pending?
• Regarding the video verification request (crypto wallets), have you attempted to provide it? If yes, what was the casino’s response?
• Did the casino ever clearly explain the reason for requesting these additional documents beyond standard KYC (e.g. source of funds or security concerns)?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon.

I have access to my account, but I am unable to make a withdrawal. Betting and slots are also unavailable.

I submitted all the required documents, and everything was accepted (utility bills, operator agreement). The issues began when they asked me to show my crypto wallet and all transactions associated with it. I have made 4 attempts already, and each time they sent the same response (I submitted videos and screenshots separately).

I made 3 deposits in total — 2 from a Trust Wallet and 1 from MetaMask. I was unable to provide the MetaMask transaction, as it does not appear in my wallet history. However, I did send them the transaction hash, as well as screenshots clearly showing the wallet address.

I had previously provided a video. This time I am unable to do so, since the MetaMask transaction is not visible in my history, and I have already submitted everything I have.

They referenced different clauses of their terms: first clause 10.3, then clause 6.3.

6.3. When we close or suspend an account for any reason, we reserve the right to close all subsequent accounts that may be registered by the same person, device, or address, or that may use the same payment wallets or credit cards, and to void/cancel all transactions associated with such accounts.

10.3. You must provide KYC documents, as well as photographs of your credit card (both sides, front and back — the first six and last four digits of the card number must be clearly visible, while the remaining digits and CVV/CVC code must be obscured), along with a bank account statement, a copy of an identity document, proof of address, and proof of ownership of any other payment method used, upon your first withdrawal request. Additional requirements may apply depending on the payment channels used.

Dear sanyax13,

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, Stefan (stefan.m@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.

Access to my account has been blocked.

"Hello!

Your account was blocked due to your prolonged failure to respond to our request for additional verification. Based on this, the decision was made to block your account.

Your account will only be unblocked after successful additional verification. You can respond to our last request and provide the required information, and the additional verification process will continue.

Sincerely,

Pinco Support Service"

Доступ к моему аккаунту был заблокирован.

"Здравствуйте!

Ваш аккаунт был заблокирован по причине длительного отсутствия от Вас ответа на наш запрос касательно дополнительной верификации. На основании этого было принято решение о блокировке аккаунта.

Аккаунт будет разблокирован только после успешного прохождения дополнительной верификации. Вы можете ответить на наш последний запрос и прислать необходимую информацию и процедура дополнительной верификации будет продолжена.

С уважением,

Служба поддержки Pinco"

Dear sanyax13,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Pinco Casino to join this conversation and assist in addressing the complaint.

Dear Pinco Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello,

Your account is currently undergoing an additional verification procedure. We understand that such checks may cause inconvenience, especially if you would like to return to full use of your account as soon as possible.

Please note that this verification is carried out in accordance with clause 10.2 of the User Agreement. Its purpose is to ensure platform security and prevent fraudulent activity. The procedure is not intended to retain your funds or create obstacles for users.

As part of one of the verification stages, the security team requested that you provide a video recording in which you sequentially demonstrate all cryptocurrency wallets used for deposits, then navigate to your personal account and display the three transactions made to our website. However, you responded that you would not provide anything, as a result of which the verification process has been suspended.

Regarding the restriction: the account was limited due to the prolonged absence of the requested information. Access will be restored only after the successful completion of the verification procedure.

Thank you for your understanding.

Hello,

You were not required to provide a video recording of the transactions displayed on our website. You were required to submit a video recording from the personal account of the wallets from which the deposits were made.

If this information has already been sent to the email address used for your additional verification, please wait for it to be reviewed within 5 business days. After that, you will be provided with further instructions.

Thank you for your cooperation.

Dear Pinco Casino,

Could you please confirm whether the provided documentation has been reviewed? Additionally, kindly let us know if the player has successfully passed the verification process and is now able to withdraw their funds.

I look forward to your response.

Hello!

We see that the information has been accepted by the specialists. A new request has also been sent to the player's email address. Please note that this is not the only request, but one of the stages of the process. When the player approaches the completion of the procedure, this will be explicitly stated in the email.

Thank you for your cooperation.

New request:

"Hello!

Thank you for the documents provided.

To complete the verification procedure, you must attach to your response to this letter a questionnaire with detailed answers to two questions:

a) From which specific devices (indicate the name, model of the device and version of the operating system) did you access the PINCO website;

b) The names of all communication providers, IP addresses and cities from which you accessed the PINCO website.

Please note that documents subject to additional verification may be reviewed within 5 business days from the date of their receipt, excluding weekends and holidays.

Thank you!

Sincerely,

PINCO Support Service"

Is PINCO's requirement to provide a list of all devices, models, OS versions, and all IP addresses over a long period a standard and reasonable verification procedure? The site is blocked in Russia, and I used a VPN.

Новый запрос:

"Здравствуйте!

Благодарим Вас за предоставленные документы.

Для завершения процедуры верификации Вам необходимо приложить к ответу на данное письмо опросник-анкету с подробными ответами на 2 вопроса:

а) С каких именно устройств (указать название, модель устройства и версию операционной системы) Вы осуществляли доступ к сайту PINCO;

б) Названия всех провайдеров связи, IP-адреса и города, из которых Вы осуществляли доступ к сайту PINCO.

Обратите, пожалуйста, внимание на то, что документы во время дополнительной верификации могут рассматриваться в течение 5 рабочих дней с момента их получения, исключая выходные и праздничные дни.

Спасибо!

С уважением,

Служба поддержки PINCO"

Является ли требование PINCO предоставить список всех устройств с моделями и версиями ОС, а также всех IP-адресов за длительный период — стандартной и разумной процедурой верификации? Сайт блокируется в России, я использовал VPN.

Dear Pinco Casino,

Could you please provide us with an update on the current status of the case?

Specifically, we would like to know whether the information regarding the devices used and accessed locations has been accepted. Additionally, please let us know if any further documentation or information will be required from the player.

I look forward to your response.

Hello!

The client successfully completed additional verification on May 4, 2026 at 18:35 (GMT+3) and was notified accordingly. Withdrawals are available again.

Thank you for your cooperation.

I haven't received any email notifications. I was able to submit a withdrawal request, but it charged a 25% commission because I needed to place bets equal to my deposit, and the betting limits were reduced to $1-$2. The casino game is unavailable; login is interrupted by an error.

Я не получал никаких уведомлений на почту. Удалось создать заявку на вывод, НО с комиссией 25%, т.к. нужно сделать ставки в размере депозита, а лимиты на ставку были уменьшены до 1-2$). Игра в казино недоступна, вход прерывается ошибкой.

Hello!

If you have any questions regarding your account, please contact the website chat, as the issue addressed in the complaint has already been resolved.

Thank you for your cooperation.

Put it on withdrawal.

Поставил на вывод.

The casino issue was on my end, everything is working. I'm waiting for the withdrawal.

Проблема с казино была на моей стороне, все работает. Жду вывод.

Successfully withdrew the balance with a 25% commission.

Успешно вывел баланс с комиссией 25%.

Dear sanyax13,

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,

Stefan

Casino.Guru