PinoCasino - La cuenta del jugador está cerrada con ganancias impagas.

Dear Casino Guru,

I’m writing to file a formal complaint about my disabled account and unpaid winnings with PinoCasino. It’s been months now, and as of this morning, Wednesday, July 2, 2025, at 9:08 AM IST, my account is still locked despite my efforts to sort this out.

I’ve sent over plenty of proof, including a screenshot of my EUR 200 deposit from April 8, 2025, payslips, and records showing over EUR 1,000 in winnings plus thousands from my salary. I spoke with their support team today at 8:19 AM IST and earlier, and they asked for a salary statement for March and May, a workplace document, and a bank statement for a EUR 150 transaction on April 8, 2025, at 06:14:05. I’ve already provided all this multiple times payslips, bank statements, everything showing my deposits and internal transfers to their casino.

Yet, they’re saying stuff like "inner transactions" isn’t enough. I’ve attached the documents again, proving I deposited EUR 350 total, backed by my winnings.

This feels like they’re nitpicking my legit gambling money just to dodge paying me. Please step in and make sure PinoCasino follows MGA rules to release my funds soon. I’ve copied them on this email so they’re in the loop.

Thanks,

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you in resolving this issue, could you please provide more details regarding the following:

• Have all your identity documents you provided to the casino so far been approved by the casino verification department, except for the bank statement showing the transactions you made to your Skrill account?
• Have you submitted the requested bank statement to the casino? If so, when exactly was it?
• When was the last time the casino contacted you regarding the verification of your account?
• Are there any additional documents you believe they are requesting that you haven’t provided yet?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

ALL DOCUMENTS HAVE BEEN APPROVED

Last contact was they want my payslips from APRIL and MAY.

I played 2 April and after didn't have casino activity you can read all in the email traffic I have been providing.

I not understand something about this forum. Can the casino read thiS?

Yes, the casino will read the thread once we transfer the complaint to one of our specialists dealing directly with casino representatives.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear FlyingKellz,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a PinoCasino representative to join this conversation and participate in resolving this complaint.

Dear PinoCasino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello!

We would like to inform you that the verification process for the user FlyingKellz is still ongoing.

Unfortunately, the previously provided documents (such as the payslips and bank statements) appear to be of insufficient quality and questionable authenticity, and therefore cannot be accepted for verification purposes.

To move forward, please provide a clear and official employment document (e.g., a recent signed and dated letter from your employer on official letterhead), confirming:

• Your full name,
• Your position,
• Your employment status (active),
• The monthly/weekly salary, and
• The company’s contact details.

Once we receive and validate this document, we will be able to continue processing your case.

Thank you for your understanding.

Best regards,

PinoCasino

Dear PinoCasino,

I am writing regarding the ongoing verification process for my account It is concerning that you continue to question the quality and authenticity of my previously provided payslips and bank statements, which I believe are sufficient.

I have submitted payslips covering 27th Jan - 9th Feb 2025 and 10th March - 23rd March 2025, along with a bank statement dated 27th March 2025, all of which detail my salary from Tallaght University Hospital and additional winnings from Crypto Leo and Casino Nova via my MiFinity account.

It is highly disturbing that a casino with no clear license, operation team, or company would consider contacting my workplace to verify payment methods, suggesting I am in trouble. I am a nurse, and I have never had to provide so many documents just to gamble. You already have all the necessary information, including the company website and payment and contact number on the website. You can contact them directly if needed.

I will also forward all my original and legitimate documents to Casino guru

Dear FlyingKellz,

Do you receive the payslips via email from your employer? If so, could you please resend these emails to my email address stefan.m@casino.guru in attachments?

I'll be awaiting your reply.

I need to login to a website.. I get nothing from my job unless I login to I will not share my login details with the casino.

Dear FlyingKellz,

How do you receive your payslips from your work? Do you receive them via email?

I'll be awaiting your reply.

I wrote a respond with email as your website was not working for me.

I have to login the intranet from the hospital and I download the statements that is how it is they can call the hospital that I work there. I don't think they will share information's from there employers.

I have delivered all the source of funds.

Hi casino guru thank you for taking my complaint.

Could you mediate for me with the casino.

I have the feeling this is not fair at all.

I won they close my account. They ask my personal life files. I provide everything what they ask for Pinocasino just say it not meet there requirements.

They can call my work that I work there. They have ALL my payslips. ALL my bank statements. All the deposits proof. With incoming payments showing.

I not understand what is the hold up?

Dear FlyingKellz,

We will have to agree with the casino's procedure as requesting official employment document is in place. Please provide them with the official document from the employer containing:

• Your full name,
• Your position,
• Your employment status (active),
• The monthly/weekly salary, and
• The company’s contact details.

Please respond here as soon as you have provided them with the documentation.

I'll be awaiting your reply.

Dear FlyingKellz,

Thank you for your response and the information you have provided. I am afraid we will need an official document from the employer to verify the authenticity of the information. Could you please provide the document to the casino? Please let me know once you do so.

I'll be awaiting your response.

Dear FlyingKellz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have to talk to the manager he is not there.

Dear FlyingKellz,

Thank you for your response. I will extend the timer by seven days for you. Please let me know once you provide the casino with the documents.

I'll be awaiting your reply.

Dear FlyingKellz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I asked HR I am waiting for them to reply. You can call the hospital I have no issues with that.

Dear FlyingKellz,

Thank you for your response and the information you have provided.

Please let us know once you receive the documents from your employer.

I'll be awaiting your response.

Dear FlyingKellz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have to login my computer on work and download it. only my computer was turned off on my nigght shift so I couldn't get it.

sorry this is so difficult for me.

Dear FlyingKellz,

Did you manage to provide the casino with the requested documentation?

I'll be awaiting your reply.

Still not heard back they can call the hospital department I am still waiting on the documents. I not know what to do. I will follow up.

Dear FlyingKellz,

I am afraid that you will need to provide the casino with the documentation at your earliest convenience. If the documentation is not provided promptly, we will be forced to close the complaint as rejected.

Please let me know if you managed to send the document to the casino.

I look forward to your response.

Hi yes they don't provide such documents I got to the department again today and asking for it they give me a note and said pino casino could call there. Here is the note please do call the hospital you have orginal payslips from the intranet system pino casino please call them they will confirm all the details ask for sarah from HR.

Dear FlyingKellz,

You should be able to provide the casino with a copy of your employment contract, as it typically contains all the necessary information that has been requested. This includes, but may not be limited to, details regarding your employer, your position or role, the duration of your employment, and your agreed salary or compensation.

Submitting this document should help satisfy the casino’s verification requirements and assist in moving the process forward without further delay.

I look forward to your response.

Dear FlyingKellz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru

We’ve reopened this complaint at the request of FlyingKellz. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear PinoCasino,

We have been informed by the player that all relevant information required for account verification has been provided to you. Could you please review the submitted evidence and share your statement with us here?

We look forward to your response.

Dear FlyingKellz,

We are pleased to inform you that the provided documentation has been successfully accepted and verified.

A refund of the funds has been initiated today, 17th December, and we will provide further update as soon as it has been fully processed.

Thank you for your patience and cooperation throughout this process.

Best regards,

PinoCasino

Yes I am waiting on the refund.

Dear PinoCasino,

Thank you for the update.

We acknowledge confirmation that the player’s documentation has been successfully verified and that the refund was initiated on 17 December. Please keep us informed once the refund has been fully processed and credited to the player.

Thank you for your cooperation.

They paid and I received the funds you close this complaint.

Dear FlyingKellz,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru