Pinco Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

Hello

On May 30th of this year, this casino requested additional verification when attempting to withdraw funds. Specifically, video verification. I passed it that same day.

I was told that the verification would take 5 working days.

Then they again requested other documents: a contract with a mobile operator, a utility bill, and screenshots of deposits from a crypto wallet.

I've provided everything. It's been 12 days since my last request (screenshots of deposits), and I still haven't received a response. My repeated requests haven't responded at all. The only reply I got was that the deadline was five days and could be extended. They didn't give any specifics. I don't know what to check in the two screenshots, 12 days.

I also contacted support on the website, but they don't have any information and redirect me to email, claiming a response is coming soon. But I haven't received a response. I'm tired of waiting, as the five-business-day deadline has been missed repeatedly.

Also, for reasons unknown to me, Pin-Up periodically corresponds with me. Or Pinco replies, but with the signature Pin-Up...

I believe that the casino is deliberately delaying verification.

Please help me speed up the verification process and finally withdraw the funds to my wallet. Otherwise, they might just keep repeating the standard unsubscribe and drag it out for who knows how long...

I am ready to provide any information, as well as screenshots (the maximum number when filing a complaint is 5), that will help resolve this issue.

Здравствуйте

В данном казино 30 мая текущего года при попытке вывести средства запросили дополнительную верификацию. А именно видеоверификацию. Я прошел ее в тот же день.

Мне ответили, что проверка займет 5 рабочих дней.

Потом они снова запросили другие документы: договор с мобильным оператором, счет за коммунальные услуги, а также скриншоты депозитов из криптокошелька.

Я все предоставил. С последнего запроса (скриншоты депозитов) прошло уже 12 дней и ответа так и не получил. При этом на мои повторные запросы никакой реакции не поступает. Была только одна отписка, что сроки 5 дней и могут быть увеличены. Конкретных не называют. Что проверять в 2х скриншотах 12 дней - я не знаю.

Также я обращался в поддержку на сайте, где никакой информацией не обладают и перенаправляют на емейл, утверждая, что ответ вот-вот поступит. Но ответ не поступает. Я устал ждать, потому что срок в 5 рабочих дней не первый раз нарушается.

Также помимо всего прочего со мной по непонятным мне причинам переписку периодически ведет Pin-Up. Или же отвечает Pinco, но с подписью Pin-up...

Я считаю, что казино целенаправленно затягивает верификацию.

Прошу вас помочь ускорить процесс верификации и в конце концов вывести средства на свой кошелек. В противном случае они могут бесконечно делать стандартную отписку и тянуть непонятно сколько...

Готов предоставить любую информацию, а также скриншоты (максимальное количество при подаче жалобы - 5), которые помогут решить данный вопрос.

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 glazun,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Can you confirm the dates on which you submitted these documents?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Sorry, I made a typo. Verification started on April 30, not May 30.

The last time I sent documents (screenshots of deposits) was May 20th. On the same day, they confirmed that the documents had been accepted, meaning, in answer to your question, they did not indicate any problems with them.

It's been 13 days since then, nine of which were working days. I've emailed them numerous times, used the live chat on the website, and contacted customer support about the timeframe, but I've only received the same standard response.

However, they never indicated that they were extending the deadlines; therefore, they should stick to the 5-business-day deadline. They also don't provide any maximum possible deadlines, even though more than a month has passed since the first verification contact.

Прощу прощения, я опечатался. Верификация началась не 30 мая, а 30 апреля.

Последний раз, когда я отправлял документы (скриншоты депозитов) - 20 мая. в тот же день они подтвердили, что документы приняли, то есть, отвечая на ваш вопрос, они не указывали никаких проблем с ними

С того момента и по сегодняшней день прошло 13 дней, из которых 9 рабочих. Я множество раз писал им на почту и в онлайн чат на сайте, а также в поддержку о сроках, но получал стандартную отписку.

. При этом они ни разу не указывали, что продлевают сроки, соответственно должны придерживаться сроков в 5 рабочих дней. Также они не сообщают о максимально возможных сроках. Хотя с первого контакта по верифу прошло уже больше месяца

Thank you very much for your reply, glazun. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I sent all the screenshots by email.

Отправил все скриншоты на почту

Dear glazun,

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, Lucia (lucia.s@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.

Kind regards,

Kristina

The issue has been resolved. Was it a coincidence, or did Pinco actually see my complaint and stop requesting additional documents? But verification is complete and the funds have been paid.

It's worth noting that the rules state that many players, for example, those from Belarus, are allowed to play on their website. However, they cannot register a phone number, for example, from Belarus. The list of phone numbers is severely limited by country, and support is unwilling to accommodate manual number changes. The absence of a phone number in the profile prevents withdrawals; more precisely, a certain limit is imposed, beyond which withdrawals are impossible without an entered number. Players are forced to either connect a virtual number or visit a country from the list and purchase a SIM card.

I would like to point out that during verification they requested a contract for a Belarusian number.

Вопрос решен. Совпадение или же действительно Pinco увидел мою жалобу и перестал запрашивать дополнительные документы. Но верификация закончилась и средства выплачены.

Стоит отметить, что в правилах указано, что многие игроки, например из Беларуси, имеют право играть у них на сайте. Но вот зарегистрировать номер телефона, например из Беларуси, не могут. Список номеров сильно ограничен по странам и поддержка не идет на встречу с ручной заменой номера. Отсутствие номера телефона в профиле препятствует выводу средств ,а точнее возникает определенный лимит, после которого без внесённого номера вывод средств невозможен. Приходится или подключать виртуальный номер, или же посещать страну из списка и покупать сим-карту.

При этом отмечу, что при верификации запрашивали договор на белорусский номер.

Dear glazun,

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,

Lucia S

Casino Guru