Pinco Casino - Das Spielerkonto wurde fälschlicherweise entsperrt.

Good afternoon! In the spring of 2024, I requested a 99-year account freeze. My account was frozen. In the spring of 2026, I asked to unfreeze my account, and they did. They don't care that they shouldn't have. I made a deposit and managed to withdraw part of it. I'm asking for a refund of the difference, 22,964 rubles. My account was immediately frozen, but I've documented everything.

I quote the rules and regulations, which are listed in the "Responsible Gaming" section:

To activate self-exclusion, please visit the Responsible Gaming section in your account settings or contact us via the link responsiblegaming@pinco.win Once you activate self-exclusion, your account will be locked and you will be unable to access it for the period you select. During this period, you will not receive any promotional emails or notifications from us.

"To reactivate your account, you must submit a written request to restore it. We will remind you of the available responsible gaming tools and ask you to complete a self-assessment questionnaire before proceeding with the restoration process." Incidentally, I wasn't asked to complete any questionnaires. There were no written requests either. I simply requested the ban be lifted in chat, and it was lifted.

"Self-exclusion cannot be cancelled until the end of the chosen exclusion period. If you choose lifetime self-exclusion, it is permanent and cannot be cancelled." I chose 99 years.

I messaged the site's chat. A completely different response came back: "We understand your question. Each case is considered individually, taking into account all the circumstances. The established blocking period is a guideline, but in exceptional cases it may be revised after further review."

Добрый день! весной 2024 года запросил блокировку на 99 лет. Аккаунт заблокировали. Весной 2026 года попросил снять блокировку и мне её сняли. Им не важно что они не должны были снимать её. Внёс депозит, удалось часть вывести. прошу вернуть разницу 22 964 рублей. Аккаунт сейчас заблокировали моментально, но я всё зафиксировал

Цитирую регламент правил, который указан в разделе "Ответственная игра" :

"Чтобы активировать самоисключение, перейдите в раздел «Ответственная игра» в настройках вашего аккаунта или свяжитесь с нами по ссылке responsiblegaming@pinco.win. После активации самоисключения ваш аккаунт будет заблокирован и вы не сможете получить к нему доступ в течение выбранного вами периода. В течение этого периода вы не сможете получать от нас никаких рекламных писем или уведомлений."

"Для повторной активации вы должны подать письменный запрос на восстановление вашего аккаунта. Мы напомним вам о доступных инструментах ответственного подхода к играм и предложим заполнить анкету самооценки, прежде чем приступить к восстановлению." К слову, никаких анкет для заполнения предложено мне не было. Письменных запросов тоже не было. Я всего лишь в чате попросил снять блокировку и мне её сняли.

"Самоисключение не может быть отменено до окончания выбранного периода исключения. Если вы выберете пожизненное самоисключение, оно будет постоянным и не сможет быть отменено". Я выбрал срок 99 лет.

Пишу в чат сайта. Мне уже пишет совсем другое: "Понимаем ваш вопрос. Каждый случай рассматривается индивидуально с учётом всех обстоятельств. Установленный срок блокировки является ориентиром, однако в исключительных случаях он может быть пересмотрен после дополнительной проверки".

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Pinco Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
• Could you please confirm whether you have passed the KYC verification in this casino?
• Do I understand correctly that you no longer have access to your account?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

They claim I have the right to request that the account be unblocked at any time if I want, but the rules state that they cannot unblock an account before the account has been blocked for 99 years. KYC was fully completed. Deposits and withdrawals were made previously. I can't access the account because it has been blocked a second time.

I sent all the data by email. attila.g@casino.guru

Они утверждают что я имею право попросить снять блокировку аккаунта в любой момент если я этого захочу, но при в этом в правилах указано что они не могут снять блокировку аккаунта раньше того срока, на который он был заблокирован. Срок был 99 лет. KYC был полностью пройден. Депозиты и выводы ранее были. Доступа к аккаунту нет, так как его заблокировали 2-й раз

Отправил все данные на почту attila.g@casino.guru

Hello!

Attila, we have sent you an email. Please review it and provide your response at your earliest convenience.

Thank you for your cooperation.

Dear Pinco Casino,

Thank you for your message. At this stage, we are focusing on collecting the player’s information so that the complaint can be reviewed properly. Once the player provides the requested evidence, we will be able to assess the case and follow up with you for any additional clarification. Thank you for your understanding.

Dear Player, thank you for the provided evidence. According to the screenshots you have forwarded, some of the communication pertains to Pin-Up Casino and not Pinco Casino. Could you please clarify?

Additionally, I have still not received your original self-exclusion request.

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Thank you for your understanding.

Best regards,

Attila

1. PinUp is the same thing as Pinco. The account was automatically transferred to this platform (just like everyone else's). Everything sent to you relates to the Pinco project.

2. Didn't I provide you with a screenshot of the email requesting exclusion? Alright, I'll attach it to this message.

I also ask you to carefully review the self-exclusion clause in the Pinco casino regulations. 99 years

Hello angrik1,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear angrik1, We have received email communications from Pinco Casino. We are actively working on resolving this case outside the complaint thread. I will keep you updated.

Dear angrik1,

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.

What am I supposed to respond to? I am awaiting your decision. You were the one on vacation, not me.

Hello angrik1,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

It’s been over three weeks now. Is Atilla still on vacation? The issue isn't being resolved. Everything is at a standstill. Pinco has no intention of returning the money

Dear angrik1,

I apologize for the delayed response, and thank you for your patience while we reviewed the available evidence.

Unfortunately, after carefully reviewing the information provided, we cannot hold Pinco Casino responsible for the losses in question. Your original request referred to an account block, but it did not mention any gambling-related problems or concerns. Therefore, we cannot consider it a self-exclusion request for responsible gambling purposes.

Casinos are generally required to take responsible gambling measures when a player explicitly indicates that they are experiencing gambling-related issues. A general request to block or close an account does not, by itself, necessarily constitute a self-exclusion request.

We understand that this may not be the outcome you were hoping for, and we are sorry that we cannot assist you further with the requested refund. Based on the evidence available to us, we therefore have to reject the complaint.

Best regards,

Attila

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