Pinco casino.

[Boss022]

I request an official representative of Pinco Casino to join this discussion and address my case directly.

[cocopop3011]

7 hours ago, Boss022 said:

I request an official representative of Pinco Casino to join this discussion and address my case directly.

Hi and welcome to the forum - I’m not sure we have an active rep for Pinco - can we try to help you? 

[Boss022]

Hello,

Thank you for your response.

Yes, I would appreciate your assistance.

My case is straightforward but has not been properly addressed so far. I played for approximately 5 hours, and my winnings were later confiscated by Pinco Casino with the claim of a “technical malfunction.”

However, I have evidence indicating that:

- The gameplay was stable and consistent over a long session

- No visible malfunction affected my experience

- A system message later appeared restricting access (“real game prohibited”), which raises serious concerns about system-side issues

Despite this, my winnings were removed without a clear, evidence-based explanation.

I would like your help in reviewing this situation objectively and advising whether this appears fair from an independent perspective.

I can provide all supporting evidence if needed.

Thank you.

[Afi4wins]

@Boss022 Did you take a deposit bonus when you played at Pinco?

Also, is your country on its restricted list and did you use a VPN to bypass the restriction?

If your answer is "no" for both questions, the the game and provider may be restricted for your country.

A technical malfunction may refer to the casino's system for not restricting your play when it should have.

[Boss022]

No, I did not take any deposit bonus.

No, my country is not restricted, and I did not use a VPN.

[Boss022]

My account was registered using my country’s official ID, I completed face verification (KYC), and I made deposits using bank cards issued in my country.

If my country or the game provider were restricted, how was I able to pass verification and use my local payment methods without any issue?

Doesn’t this seem inconsistent?

[Afi4wins]

2 hours ago, Boss022 said:

My account was registered using my country’s official ID, I completed face verification (KYC), and I made deposits using bank cards issued in my country.

If my country or the game provider were restricted, how was I able to pass verification and use my local payment methods without any issue?

Doesn’t this seem inconsistent?

@Boss022 Provider restriction is not the same as casino restriction - there are a number of casinos that do not restrict certain countries (KYC allowed) but such players are restricted by certain providers, so they cannot play these restricted games.

[Boss022]

I would like to respond to your explanation by referring directly to Pinco’s official rules and policies.

According to your KYC and verification requirements, you clearly state that:

- Players must provide identity documents (passport/ID), proof of address, and verification photos

- Documents are reviewed to confirm the player’s identity and ownership of the account

- The casino has the right to request additional documents if needed

I have fully complied with these requirements. My identity, location, and payment methods were verified and accepted by your system.

This means my account was considered valid, authorized, and eligible for full use of the platform.

Therefore, I have the following question:

If my account passed full verification and was approved by your system, on what basis were my winnings later voided?

Furthermore, according to your own rules:

- All player data and game activity are stored and managed within your system

- Game providers operate independently and only receive minimal data

This means:

- My gameplay sessions were recorded

- My game rounds were processed

- My winnings were calculated and displayed in real time

If there was a provider restriction, I should not have been able to access or play those games at all.

However, I was allowed to:

- Access the games

- Play multiple rounds

- Complete sessions

- Generate winnings

Only after that, the winnings were voided.

This is inconsistent with your own stated policies and raises serious concerns about fairness and transparency.

If necessary, I am ready to provide full evidence, including screenshots of gameplay sessions and transaction history.

I request a clear and evidence-based explanation for this decision.

[Afi4wins]

@Boss022 Have you submitted all the above points to the casino and have they respond?

If no response from them then maybe it's time to get AGCCS here for further assistance.

[Boss022]

Yes, I have contacted the casino and received responses, but they were generic, unsupported, and clearly template-based.

Additionally, I was contacted by phone from Turkey by a person who introduced himself as Elmir. During that call, I clearly explained my gameplay session in detail — I started playing on 17.04.2026 at 21:50 and continued normally without any technical issues until 18.04.2026 at 02:30. I described the games I played and confirmed there were no interruptions or malfunctions during the session.

However, when I tried to raise concerns about the operators’ inadequate and inconsistent responses, the call was abruptly ended. There was no follow-up, and I was not given a fair opportunity to fully express my position. Communication has been repeatedly cut off whenever I try to address key issues.

I have substantial evidence, including contradictory facts and records that challenge the casino’s claims.

At this point, I would strongly welcome AGCCS involvement, as I believe there are clear breaches of Curaçao licensing obligations in this case.

We also express our sincere gratitude and appreciation for your attention to this matter and for any assistance you can provide in helping resolve this case fairly. We truly appreciate your attention and for not remaining indifferent to this matter.

[Afi4wins]

@Boss022 Here are the links to AGCCS that you can use - the first is to the Guidelines, the second to the actual Complaint Form:

https://www.askgamblers.com/complaint-guidelines

https://www.askgamblers.com/submit-complaint

Follow the requirements carefully, include as much details, information and screenshots of proofs as you can, then submit the Complaint Form.

Good luck!

[Boss022]

Thank you for the information.

However, I would like to mention that despite providing screenshots, session details, IP information, and explanations regarding my gameplay, I previously received rejection responses from AskGamblers without a clearly explained reason.

I am still willing to cooperate fully and provide any additional evidence required, because I strongly believe my winnings were voided unfairly.

I kindly ask for a transparent review of my case and a clear explanation if there is any specific issue with my complaint or evidence.

Regards,

Boss022

[Afi4wins]

@Boss022 If you have submitted all the necessary information and screenshots, yet it was rejected, then it obviously means that it is BEYOND AGCCS scope to resolve the situation for you. Therefore, you have to try with an ADR provider instead, or directly contact the concerned Licensing Authority.

Certain situations and matters are not within the scope of AGCCS Team and this has happened here so many times before.