Pinco Casino - Выигрыш игрока был конфискован.

I am submitting this complaint because all attempts to resolve the issue directly with the casino have failed, and my complaint was closed without providing any real evidence.

While playing at PINCO casino, a jackpot win was credited to my account in the amount of several million rubles. The balance was displayed as valid, the casino did not block my account, and I was allowed to withdraw part of the funds. I successfully received 456,014.21 RUB.

Later, the casino removed the remaining balance and stated that the real win was only 50,024.14 RUB, claiming that the rest of the amount was credited due to a "technical error of the game provider".

The key problem is that:

the casino officially credited the large amount to my balance;

the casino allowed and processed a withdrawal that significantly exceeds the alleged "real win";

no official document from the provider was ever provided;

no game round ID, technical report, or audit was shared;

the decision to confiscate 4,400,000.21 RUB was made unilaterally and after partial payment.

If my real win was truly only 50,000 RUB, it is impossible to explain how and why the casino paid me more than 456,000 RUB. This directly contradicts their own explanation.

I did not violate any rules and acted in good faith. Any technical error, if it actually occurred, was not caused by me. Shifting full financial responsibility to the player after confirming the balance and allowing a withdrawal is unfair and non-transparent.

The casino refuses to provide evidence and states that compensation is impossible. My complaint was closed without resolving the dispute.

I am requesting Casino Guru’s assistance to objectively review this case and require the casino to either:

provide verifiable proof of the alleged technical error, or

return the withheld amount of 4,400,000.21 RUB in full.

At this point, this platform is my last option to seek a fair resolution.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What game did you play to accumulate the jackpot?
• Is the jackpot win visible in your gaming history?
• When exactly did you hit the jackpot (date and approximate time)?
• Could you please forward all communication between you and the casino’s customer support regarding the confiscation of your jackpot winnings? Please send the communication to [email protected].

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

Hello, thank you very much for your help, I am very grateful to you.

Game I won: 5 Burning Heart.

All the information is displayed in the transaction history, I will send it to you by email.

The win was around January 19th at around 11:00 pm.

I will send everything I have on this matter.

Thanks again for your attention and help.

Здравствуйте, большое спасибо, что помогаете, я вам очень признателен.

Игра, в которой я выиграл: 5 Burning Heart.

В истории транзакций вся информация отображается, я перешлю её вам на почту.

Выигрыш был примерно 19 января около 23:00.

Я отправлю всё, что у меня есть по этому вопросу.

Ещё раз спасибо за внимание и помощь.

And one more thing, so that there is no misunderstanding.

I'm located in the Russian Federation. Due to restrictions, I can only access the site through a VPN, so the system automatically shows the country as "Netherlands."

This wasn't my choice or an attempt to provide false information—I simply don't have the technical ability to access the site without a VPN or manually change the country to "Russia." I couldn't find such a country.

In fact, I am a resident of Russia, and I ask that you take this into account, and not the country that is displayed automatically due to the VPN.

I'm writing this now to avoid any questions or attempts to misinterpret the situation. Thank you.

И ещё один момент, чтобы не было недопонимания.

Я нахожусь в Российской Федерации. Из-за ограничений доступ к сайту у меня возможен только через VPN, поэтому система автоматически показывает страну «Нидерланды».

Это не мой выбор и не попытка указать ложные данные — у меня просто нет технической возможности зайти на сайт без VPN или вручную сменить страну на «Россия». Такой страны я не смог найти.

Фактически я являюсь резидентом России, и прошу учитывать именно это, а не страну, которая отображается автоматически из-за VPN.

Пишу это сразу, чтобы потом не было вопросов и попыток интерпретировать ситуацию не так, как она есть. Спасибо.

Dear 999z999

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, Michal ([email protected]). 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,

Veronika