Complaint #23
Pinco Casino
Pinco Casino is blocking the withdrawal of my balance through an impossible verification requirement
1 week ago
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.
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.
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