Complaint #3 Pinco Casino

My withdrwal declined several times

By Arzu Q.

9 months ago

Hello, i need help. I am from Azerbaijan. I have made a bet in pinco casino and i won 1848.98azn (1087usd).

I have verified my profile with my own goverment id card and with face recognation also approved mail address which i registered (gameofslots1996@gmail.com) but they dont give men money. My withdrwal declined several times. Each time i make withdrawal they say to me everything is okay your account verified during 24 hours your money will be in you card. But after hours the declined withdrwal. I ask why you declined withdrawal? They told me that you need additional face recognation which we have sent link to your mail address. They sent link from forms.kycaid.com. And this link not working normally in my phone. They sent several times i told them it doesnt work corretly. They told me try with other phone. When i tried it has worked. Finally i complete this verification also.

But in this link they also asked me some other question like from which phone you open account which type of bet you doing etc. I asked all questions correctly.

Only i confused one question which they asked "From which phone do you open account?" The time was only 5 second for answering. I thought that they talked about mail account because this verification they send to my mail. But all other steps i pass. And now they say wait we will check. I dont understand, why they doing this? I passed verification in official site of pinco with my official giverment id card and also face recognation. I verified my mail adress also. Why they declined my withdrawal? Why the want additional face recognation verification from 3rd party site links? How i can trust 3rd party site links?

Please solve my issue. I will attach some screenshoots for proof. I will attach theese files:

1. My account verification status and mail from pinco that your account has been verified.

2.My account information my balance.

3.My betting story.

4. The screen of 3rd party site link which they send to my mail.

5. Some messages with them which they say you account approved everythink okay after 24 hours you get money after decline, they say that you need additional approve.

All these files i will attach in win rar format below.

Please solve this issue thank you!

Disputed Casino Pinco Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

9 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Pinco Casino management acted in accordance with their Terms and Conditions and/or advertised payment timeframes.

Based on the abovementioned information and taking into account the player's confirmation that the third party was involved in the video verification process, the AskGamblers Complaint Team considers this case resolved and closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Gameofslots

• Azerbaijan

9 months ago

Hello Natalia,

Thank you for your continued support. I would like to provide a clear and detailed clarification regarding my complaint against Pinco Casino:

1. Inconsistent and Unjustified Blocking:

Pinco initially informed me that my account was blocked under Clause 13.3, and later cited Clause 11.10.

Neither clause applies to my case. Clause 11.10 concerns hacking, collusion, unlawful activity, or serious breaches—none of which occurred. This inconsistency raises concerns about the validity of the block.

2. Verification Process and Third-Party Assistance:

I completed the first verification using my own ID and facial recognition successfully.

The second verification is still pending, yet my account was blocked prematurely.

Pinco claims “interference by a third party,” but the only assistance I received was guidance from a close relative to understand technical terms, such as “express bet,” “single bet,” or “casino slots,” and to clarify device usage.

During video verification, some questions had only 5–10 seconds to respond, and in several cases, I could not fully understand the questions in time. All answers and verification documents were completed by me personally.

Seeking advice to understand technical terms does not constitute a violation, nor does it justify blocking my account.

3. Account Ownership and Funds:

I did not use anyone else’s account or funds. The account, verification, and documents belong solely to me.

No unlawful activity, collusion, or manipulation occurred during my gameplay.

4. Next Steps:

I will request all verification materials from [email protected] and forward them in their original form to AskGamblers for review.

Conclusion:

Pinco’s account block citing Clauses 13.3 and 11.10 is inconsistent and unjustified.

I personally completed all verifications, and the second verification remains pending.

Any third-party advice I received was limited to understanding terminology, not accessing or controlling the account.

I respectfully request AskGamblers to consider these facts carefully and assist in achieving a fair and transparent resolution.

Best regards

Pinco Casino

• Representative

9 months ago

Hello,

In accordance with our Privacy Policy, we are not authorized to disclose players’ personal data to third parties. However, in order for the moderation team to conduct its own investigation and make a decision regarding the violations we have identified on the part of the player, we recommend that you (the player) contact [email protected] by email and request the materials related to the completed video verification. Please note that the request for this information must be sent from the email address associated with your account on the website.

Once you have received these materials, we kindly ask you to forward them in their original form to the moderation team of this resource.

Thank you for your cooperation.

Pinco Casino

• Representative

9 months ago

Hello,

Your account has been blocked, as during the video verification process there was evidence of interference by a third party who was prompting and instructing you on what to do during the check.

The block was carried out in full compliance with clause 11.10 of the User Agreement.

We are ready to assist in the proper review of your complaint and its prompt resolution. If necessary, we will contact you or the forum moderators to clarify and provide further details.

Pinco Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $951

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Daily-Freespins (255)

Pinco Casino Complaints

See all complaints for this casino

Pinco Casino is blocking the withdrawal of my balance through an impossible verification requirement

After passing identity verification and receiving several successful payouts, Pinco Casino blocked the withdrawal of my remaining balance of 168,197.2 RUB.

I registered in April 2026 via a recommendation link from the affiliate site GipsyTeam, made deposits and played. In mid-May I passed identity verification (face photo + international passport), after which I successfully withdrew several times: 17.05 - 38,000; 20.05 - 10,000; 21.05 - 6,776; 22.05 - 50,000 RUB (about 104,776 RUB paid out after verification).

On 24 May, two withdrawal requests of 60,000 RUB each were cancelled, and from that moment the withdrawal of my balance has been blocked. A repeated verification was started in which the requirements kept changing: a series of selfie-with-passport photos taken against the background of my account page were rejected for different reasons (visibility of the date and time on the monitor, wrong page, readability). On 3 June I sent a photo strictly following their latest wording, and it was accepted for review (up to 5 business days).

On 9 June, instead of a decision, they issued a new requirement: a utility bill for the address listed on the Pinco site (clause 10.3 of the User Agreement). However, my account has no address listed at all, so there is nothing to match the document against, and I live in rented housing with no utility bills in my name. The requirement is therefore impossible to fulfil as stated.

As of today, my balance of 168,197.2 RUB remains inaccessible. There is no final list of requirements and no confirmation that the funds will be paid out after I fulfil them. GipsyTeam support relayed my questions to Pinco's managers, but there has been no concrete answer for over a week.

My bets were ordinary markets (tennis game handicaps, corners, cards, totals) with both wins and losses, without any prohibited schemes. I am the sole user of the account and always logged in from the same devices. Under Pinco's own rules I have not violated anything: Russia is not on their list of restricted countries, and their clause about VPN concerns only circumventing geo-restrictions, which do not exist for Russia.

What I am asking for: a complete and final list of the remaining verification requirements in one go; which address document they will accept from a tenant who has no utility bills, and for which address, given that none is listed in the account; written confirmation that the funds will be paid after these documents are provided; and the payout of my remaining balance of 168,197.2 RUB.

Rejected

руб.168,197

Withdrawal Cancelled and Account Restricted After Winning

I am submitting a formal complaint regarding an issue with the online casino Pinco.win.

After registering and playing on the platform, I successfully won a total of 6100 AZN. However, immediately after my win, I encountered serious problems with my account.

I was suddenly unable to access games and received the error message:
“You are prohibited from transacting on this product.”

I contacted customer support and initially received a response advising me to clear browser cookies and try again. I followed all instructions, but the issue was not resolved.

After that, I attempted to withdraw my winnings multiple times. Each withdrawal request was cancelled without any clear explanation.

I continued to contact support through both the website and mobile application, but I stopped receiving any responses.

At this point:

My account is restricted
My withdrawals are repeatedly cancelled
Support is unresponsive
My legitimate winnings of 6100 AZN have not been paid

I believe this is an unfair practice and possibly a violation of fair gaming principles.

I kindly request AskGamblers to investigate this case and assist in resolving the issue.

Resolved

ман.6,100

Delaying verification

I am submitting a formal complaint against the online betting platform Pinco (https://pinco-cc-45.com/Yyz), operating under Curaçao license No. GGL/2024/580/0570.

When funds were withdrawn on November 2nd, my account (ID: 91448629), they requested a video check, and I passed it. After that, there were many requests for various documents, once every 5 business days.

It was a contract with a mobile operator, a utility bill, and a bank statement. From which devices (specify the device name, model, and operating system version have you accessed the PINCO website? I sent it all to them.

Now they ask: The names of all communication providers, IP addresses, and cities from which you accessed the PINCO website. I believe that the operator is delaying the verification procedure. I ask the respected Askgamblers organization to help me in this situation.

The check has been going on for more than a month; this is bullying the client

I kindly request a full investigation of this matter. Please verify.

This type of behavior damages trust in Curaçao-licensed platforms. I ask for your help in restoring justice — not only for me, but also for many other victims of this practice who may not know how to file a formal complaint.

Sincerely, ID: 91448629

Resolved

руб.10,910

Account blocked without proof

I am submitting a formal complaint against the online betting platform Pinco (https://pinco-cc-23.com/Yyz), operating under Curaçao license No. GGL/2024/580/0570.

On September 19, 2025, my account (ID: 90635043) was blocked without warning and $42,500 was unlawfully withheld.

I registered on the site specifically to place sports bets during Champions League football matches. I was not interested in the casino section, nor was I focused on using bonuses. However, upon my first deposit, I was automatically given a 120% bonus.

I placed my real funds on football bets, and then casually played some casino games for fun. Within 20–25 minutes, I lost the entire bonus balance. Later, the platform gave me a free bet (50), which I used and also lost — again, I had no real intention to gain from it.

That evening, all my football bets won, and I had one tennis bet remaining. The platform offered a cashout of approximately $42,500, which I accepted, and I submitted the withdrawal request.

When I contacted support to ask about withdrawal timelines, they told me it would be processed within 24 hours. However, the funds never arrived. When I checked my account again — it was blocked, with a message saying: “bonus abuse detected.”

I immediately contacted support for clarification. However, they refused to provide any evidence or specifics, only quoting generic responses and PS Rule 11.8, which allows them to act at their “sole discretion.”

I strongly believe this rule is being abused intentionally by the company as a one-sided mechanism to avoid paying out legitimate winnings. Their responses were vague, repetitive, and clearly scripted. They ignored my direct questions and shifted blame, without offering any factual proof of wrongdoing.

I also have screenshots of multiple conversations showing:

Contradictory statements from different agents

Refusal to answer direct questions

Deliberate delay and misleading answers

I suspect this company applies Rule 11.8 selectively — only when players win big — in order to cancel payouts. I have also found many similar complaints online from other users who were treated in the same way.

I kindly request a full investigation of this matter. Please verify:

The actions taken by this operator

The legitimacy of blocking my account

The validity of confiscating $42,500 without concrete proof

Sincerely, ID: 90635043

Kazakhstan

*$ = KZT

Resolved

₸42,500