Complaint #32 Pinco Casino

Two step verification is not working

By Serina0984

1 week ago

Fully Verified, Long-time VIP Member
Description of the Issue:
I am writing to file a formal dispute against Pinco Casino regarding an unresolved technical issue that is completely blocking me from withdrawing my funds, which currently stand at a balance of 12,000 CAD.
I have been a loyal, fully verified VIP member with Pinco Casino for years and have successfully completed numerous withdrawals in the past. Recently, the casino implemented a mandatory two-step SMS verification gateway for withdrawals. I am completely unable to receive the required verification code on my mobile phone.
Troubleshooting Completed:
I am playing from Canada, and my mobile network provider is Eastlink.I have contacted Eastlink directly, and they have thoroughly checked my line and explicitly confirmed that there are absolutely no blocks, filters, or restrictions on their end preventing shortcode or automated SMS delivery. I receive all other text messages normally.I even factory reset my phone and reinstalled everything to eliminate any device-side glitches, but the texts still do not arrive. I removed my sim card and put it in a different phone and tried again to receive the message to get the code and again still nothing The failure lies entirely with Pinco’s automated SMS I have reached out to Pinco Casino's customer service and technical support multiple times. I received an email communication claiming that the issue was investigated and "fixed". However, it is absolutely not fixed, and I am still completely blocked from receiving the code.
Since I pointed out that the gate is still broken,
As a verified VIP member, I have asked support to provide an alternate, standard verification method—such as email verification, document upload, or direct supervisor verification—so I can safely access my balance. They have refused to cooperate, refused to offer an alternative,Desired Resolution:
I require Pinco Casino’s management to immediately do one of the following:
1. Manually bypass or temporarily deactivate the SMS 2FA requirement on my verified account so my withdrawal can process.Provide a functioning alternative verification route (such as email or a manual compliance review).
2. Process my 12,000 CAD payout manually via Interac e-Transfer.
Thank you

Disputed Casino Pinco Casino

Reason Verification issues

Amount $12000

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Serina0984

1 week ago

My account balance remains untouched at exactly $12,000 CAD, and the internal SMS verification gateway is still completely broken. Pinco Support recently directed me back to private live chat under issue number TSWL-968803. During that conversation, VIP Management (Agent Ivan) explicitly stated on the record: 'That's right, at the moment there are difficulties with sending and receiving SMS.'
When I informed them that my 24-hour ultimatum had expired and that I was escalating this locked withdrawal, management replied: 'I understand you, this is your right.'
Because the operator openly admits my account is fully verified yet refuses to process an alternative manual Interac e-Transfer or a manual compliance override, a formal dispute file has officially been submitted directly to the Curaçao Gaming Authority's enforcement division this morning. I am requesting a formal regulatory audit into this systemic block."

Serina0984

1 week ago

It's been gone to the tech team three times now, it keeps coming back that it's fixed and it is not fixed, this is the messages I got this morning. When trying to contact the support team to find out if Somebody called me from private number. At five thirty this morning, because I asked for a supervisor to call me, was told in the messages that they are having issues sending all s. M s messages and also states. My account is fully verified so they are not sure what i'm trying to verify. I sent an email to support, and it was refused and bounced back to me

Pinco Casino

• Representative

1 week ago

Hello!
We understand that financial matters require special attention. We can see that you have already contacted our support team regarding this situation. A request has been submitted to our technical department for further investigation and is currently being processed. Our specialists are now awaiting a response from the technical provider.
As soon as the issue is resolved, you will receive an update at the email address registered to your account on our website. We will also notify you here to make sure you don't miss any updates.
Thank you for your understanding and patience!

Pinco Casino Complaint Stats

Resolved 7 / 8

Avg. Amount $1,548

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Pinco Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Pinco Casino Complaints

See all complaints for this casino

Traps Crypto Deposits and Blocks Accounts

I strongly advise everyone to avoid Pinco Casino (pinco.win). They operate a deliberate verification trap to avoid paying out successful players.

On September 25, 2026, I successfully deposited 100 USDT using cryptocurrency via ByBit Pay. My deposit was credited, I completed my KYC identity verification, and I met all necessary turnover requirements. However, when I attempted to withdraw my funds, the nightmare started.

Here is exactly how they operate:

The Withdrawal Block: The system blocked my withdrawal, forcing it to default to the "Visa/MasterCard" screen, throwing a "Withdrawal is not available" error.

Impossible Verification Loop: I contacted support, and they repeatedly demanded a PDF bank card statement for the entire period of card use. I explained multiple times that no bank card was ever used—the deposit was 100% crypto via ByBit Pay.

Ignoring Proof: To comply with their "e-wallet" rules, I provided them with my ByBit account dashboard, the exact transaction hashes, the ByBit funding deduction statement, and the official ByBit transaction receipt. Their own internal Operations History even explicitly labels my transaction as "deposit ByBit". Support completely ignored this undeniable proof and continued pasting automated scripts demanding a card statement.

Retaliatory Account Lock: After pushing for my withdrawal, they restricted my account entirely. I am now completely blocked from the platform with the error message: "You are prohibited from transacting on this product."

They make it incredibly easy to deposit crypto, but the moment you try to withdraw, they trap you in an impossible loop demanding documents for payment methods you never used, and then they lock your account.

My Account Details for Mediators:

Casino: Pinco (pinco.win)

Account ID: 96369635

Deposit Method: ByBit Pay (USDT)

Payment ID / Hash: 26092500012103510470807134208896

Stay far away from this platform. I have all screenshots and chat logs proving this behavior.

Resolved

ман.296

Unfair account closure and confiscation

To the AskGamblers Complaint Team and Pinco Casino Management,

I am writing to formally lodge a complaint against Pinco Casino regarding the unjustified closure of my account (ID: 95358190) and the subsequent confiscation of my entire balance of 1252 AZN.

The circumstances are as follows:

On July 18, 2026, at 3:38 PM, I was informed by the casino that my account had been permanently closed, citing Section 12.8 of their Terms and Conditions, which pertains to "bonus abuse."

I contest this decision on the following grounds:

Absence of Bonus Activity: Throughout the entire duration of my time at Pinco, I have never participated in any bonus promotions, nor have I utilized any free spins or bonus credit. Every single transaction recorded in my account was funded by my own personal deposits.

Lack of Transparency: When I requested clarification and proof regarding the "bonus abuse" allegation, the casino failed to provide any factual evidence or specific documentation supporting their claim. Instead, they labeled the decision as "non-reversible" and ceased constructive communication.

Request for Resolution: I am requesting that the casino either provides tangible, verifiable proof of their allegations regarding my gameplay or, failing that, immediately releases my personal funds of 1252 AZN to my original payment method.

I am fully prepared to provide my complete account history and financial transaction records to the AskGamblers team to demonstrate that my deposits were legitimate and that no bonus abuse occurred.

I hope for a fair and prompt resolution through your platform.

User ID: 95358190

Resolved

The block was lifted early

Hello! On March 7, 2024, I requested that my account be blocked for a period of 99 years. The account was indeed blocked. However, in April 2026, the block was lifted after I contacted support via chat—something they should not have done. On March 30, 2026, I deposited 54,819 RUB and withdrew 31,855 RUB. I am requesting a refund of the difference between the deposit and the withdrawal, which amounts to 22,964 RUB. The casino violated its own policy by lifting the block before the scheduled expiration of the 99-year term.

Resolved

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

My withdrwal declined several times

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 ([email protected]) 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!

Resolved