Pinco Casino: Account unjustly closed and 9,500 TRY withheld without review

Pinco is the worst site I have ever dealt with. Their customer support consists entirely of AI bots, and you can't reach a real human. They closed my account without providing any evidence or valid reason, hiding behind unfair 'Clause 12' bonus abuse claims. However, I sent them clear bank receipts and proofs showing my actual deposits from my own bank account, but they refused to check the transaction history or review my proofs. The bank receipts are right there proving my deposits, yet they refuse to look. A terrible, untrustworthy site."

The replies you shared say the decision is final, but they don’t clearly explain what activity led to the closure or why your funds are being withheld.

Bank receipts can help establish your deposits, although they don’t by themselves resolve an allegation of bonus abuse. Was the 9,500 TRY still unplayed deposit money, winnings, or a combination, and which bonus was involved?

In one screenshot, you ask to transfer the balance from the closed account to another account. Could you clarify whose accounts these are and whether the casino authorised you to open the second one?

Have you already submitted a formal complaint with Casino Guru? These details would help establish the appropriate next step.

Dear Yaroslav,

Thank you for your help. Regarding the casino's claim of 'bonus abuse', I want to clarify clearly: I never used any bonus at all.

This is a very simple and straightforward matter. You can easily verify my financial transaction history in my account. Every single Lira in my balance was deposited using my own real money, with zero bonus attached. I already sent the deposit screenshots and proof to support this.

The casino's support team only gives automated robotic replies and refuses to review the decision properly. I am asking for your help to investigate this, review my real deposit records, and help me get my money back. I did not violate any rules."

Thank you for clarifying that you did not accept or use any bonus and that, according to you, the remaining 9,500 TRY came entirely from deposits made with your own money. If the casino is relying on a bonus-abuse clause despite no bonus being involved, that discrepancy certainly needs a clearer explanation and a review of the relevant account records.

However, I am a forum administrator and cannot personally investigate your casino account or access its transaction history. For our team to assess the evidence, please submit a formal complaint through our Complaint Resolution Center and attach the casino’s decision, your deposit records, transaction history, and the relevant communication.

You also have not yet clarified the second account mentioned in one of your screenshots. Was that account also yours, why was it created, and did Pinco explicitly authorize you to open or use it? This detail may be important because the casino could be relying on an account-related rule rather than the use of a bonus.

Dear Yaroslav,

Thank you. I have successfully submitted the formal complaint through the Complaint Resolution Center along with all required proofs, deposit records, and communications as you requested.

Looking forward to your guidance

Perfect, I’m glad you managed to do that. Whenever you receive any new information, please update your complaint first so that the resolver handling it has the complete picture. You can also keep me updated here on the forum.

I hope everything is resolved successfully, although I cannot and do not want to promise any particular outcome in advance. Best of luck.🍀

Dear Attila,

I am truly exhausted from trying to reason with them. They keep accusing me of 'bonus abuse', but my account never had any bonus—my bonus balance was strictly 0, and my funds came entirely from my real-money deposits, which is officially confirmed by their own automated deposit confirmation emails sent to me.

Despite sending all these proofs, email notifications, and transaction history, they deliberately ignore all my evidence and hide behind automated templates.

I did nothing wrong, and I just want my hard-earned money back. Please, I kindly ask for your strong intervention through Casino Guru to help resolve this nightmare.

Best regards,

Ενώ η ομάδα εξετάζει το παράπονό σας, ζητήστε γραπτώς από το καζίνο να διευκρινίσει ακριβώς ποιο μέρος της ρήτρας 12 εφάρμοσε και ποια αποδεικτικά στοιχεία χρησιμοποίησε, δεδομένου ότι λέτε ότι δεν ενεργοποιήσατε ποτέ κάποιο μπόνους. Και αν το φόρουμ σας επιτρέπει να το επεξεργαστείτε, για λόγους απορρήτου προτείνω να αφαιρέσετε ή να καλύψετε το αναγνωριστικό παίκτη σας στο δημόσιο μήνυμα. Η ομάδα παραπόνων το έχει ήδη στην περίπτωσή σας, επομένως δεν αλλάζει τίποτα ούτε για αυτούς ούτε για το καζίνο.

Dear Attila,

I have just sent all the full chat conversations and proofs directly to your email ([email protected]).

As you can see from the chat logs, when I asked them for the exact reason and evidence for closing my account, they simply repeated automated robotic answers claiming a violation of Section 12.8 without showing any proof. My account never had any bonus, and all my funds came strictly from real-money deposits.

Please review the forwarded emails and chat screenshots. I hope this helps you investigate their unfair actions and help me get my money back.

Best regards,

Just to clarify, Attila is not available here on the forum.

If you want to send him or the Complaints Team any additional information, please add it directly to your open complaint, as that is where the case is being handled officially.

Also, just so there is no confusion, Planeta ruleta is not Attila and is not a member of our Casino Guru team.

You can continue discussing the case here, of course, but anything intended for the complaint resolver should be posted in the complaint itself.

Also, please do not share your personal details on the forum, today you never know who can misuse it.