Pinco Casino - Igračev račun je zatvoren zbog navodne zloupotrebe bonusa.

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Dear Bargidaxon,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. Please allow me to ask a few questions so I can fully understand the situation:

• Could you please advise which games you focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to your account?
• Could you please confirm whether your winnings were accumulated with an active bonus?

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

Best regards,

Petra

Hello,

I would like to ask whether Pinco Casino has responded to my complaint. It has been over a week and I have not received any update.

Could you please inform me about the current status of the case? If the casino has not replied, kindly let me know what the next step will be.

Thank you.

Dear Bargidaxon,

Thank you for your message and for the details you’ve shared so far — I really appreciate your cooperation.

Just a quick note: this isn’t a live chat, and we’re currently handling many active complaints. While we always aim to respond as quickly as possible, it may take a little time. Thank you very much for your patience.

To help us move forward with your case, could you please provide:

• Details of the specific bonuses you claimed and how you used them
• Any other relevant communication from the casino about your blocked account
• Any additional messages/evidence that would suppport your case (emails, screenshots, chat transcripts)

You can send the documents to petra.h@casino.guru or upload them directly to the complaint thread.

Thanks again — I look forward to your reply.

Hello Petra,

It has been 5 days since my last message and I haven’t received any update regarding my complaint. I kindly ask you to inform me about the current status.

Thank you for your time.

Dear Bargidaxon

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 Martina (martina.b@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,

Petra

Dear Bargidaxon,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pinco Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

The decision to block the account was made by the Security Department based on an analysis of your activity on the website and is fully in accordance with Clause 12.8 of the User Agreement.

The decision was issued in full compliance with generally accepted industry practice. Such measures are applied by all responsible platforms to ensure security, fairness of play, and equal conditions for all players. Our objective is to enforce the rules and protect the interests of the entire player community.

At this time, there are no grounds for reconsidering the decision.

Thank you for your inquiry.

Martina, the details have been sent to your email address.

Dear Martina,

I would like to provide further clarification regarding my gameplay history:

Whenever I played at Pin Up Casino, I always deposited real money, placed my winnings on sports bets, and used my bonus to play casino games.

During all of my experience with Pin Up Casino, I never encountered any issues or violations regarding this type of gameplay.

This shows that my actions are consistent with standard practice and do not violate any rules.

I hope this helps clarify my actions. Please let me know if any additional information is needed.

Thank you for your support.

Best regards,

Bargidaxon

Dear Pinco Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hello!

Martina, we have responded to your request. Please review the reply in your email.

Thank you for your cooperation.

Dear Pinco Casino Team,

Thank you for your email.

I would appreciate your guidance on whether the bonuses are granted automatically or if they require activation by the player. Thank you very much in advance for your assistance.

Dear Martina,

Thank you for your continued assistance.

I would like to clearly state that the bonus was granted by the casino automatically. I did not activate or request any bonus manually. At the time of playing, I was using my real money and was not aware that any bonus had been added to my account.

I only noticed the existence of the bonus later, after I had already placed my bets. Therefore, I believe it would be unfair to apply any bonus-related restrictions to my winnings, as I did not intentionally use or activate the bonus.

Thank you very much for your support and for clarifying this with the casino.

Dear Martina,

Thanks for the help.

I want to be clear and concise that my winnings were made with real money from my first deposit. The casino automatically gave me the first deposit bonus, and I did not consciously activate or use it. I played and won entirely with my real money, all actions related to the bonus occurred after my real money winnings.

Given this, it would be unfair and wrong for the casino to apply the bonus rules to my real money winnings. I kindly ask you to recognize my winnings as completely legitimate and independent of the bonus.

Thank you for your prompt assistance in resolving this matter fairly.

Thank you very much.

Hurmatli Martina,

Yordam uchun rahmat.

Aniq va ravshan aytmoqchimanki, mening yutuqlarim birinchi depozitimdagi real pulim bilan olingan. Casino birinchi depozit bonusini avtomatik tarzda berdi, va men uni ongli ravishda faollashtirmaganman yoki ishlatmaganman. Men butunlay o‘z real pulim bilan o‘ynadim va yutdim, bonus bilan bog‘liq barcha harakatlar real pul yutuqlarimdan keyin sodir bo‘lgan.

Shuni hisobga olib, kazino tomonidan bonus qoidalari mening real pul yutuqlarimga nisbatan qo‘llanilishi adolatsiz va noto‘g‘ri bo‘ladi. Sizdan iltimos, mening yutuqlarimni to‘liq qonuniy va bonusdan mustaqil deb e’tirof etishingizni so‘rayman.

Ushbu masalani adolatli hal etishda tezkor yordam berganingiz uchun minnatdorman.

Juda katta rahmat.

Dear Martina,

I hope you are doing well. I am following up regarding my previous message about my winnings from my first deposit using my real money.

As previously stated, the bonus was automatically granted by the casino, and I did not activate or use it intentionally. My real money winnings occurred independently, and any bonus-related activity happened afterward.

I kindly request that you review this matter promptly and ensure that my winnings are recognized as legitimate and unaffected by the bonus. I would greatly appreciate your confirmation once the casino has processed this.

Thank you very much for your continued support.

Best regards,

Bargidaxon

Dear Martina / Pinco Casino Team,

I would like to clarify my position regarding the winnings in my account.

The first deposit bonus may have been granted automatically; however, I did not activate or use this bonus in any of my gameplay.

My winnings were generated entirely from real money deposits, which were subsequently used for sports bets.

Therefore, the winnings in question are not related to the bonus, and any argument claiming they are should take into account that the bonus was never applied by me.

I kindly ask that my real money winnings be fully recognized and credited, as they are independent of any automatic bonus.

Thank you very much for your time and consideration.

Best regards,

Bargidaxon

Hello, Martina! Bonuses are credited automatically. We've sent you email with more information, please check it.

Dear Bargidaxon,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding the bonus abuse.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter. Please let me know of the license authority decision should you choose this option at martina.b@casino.guru.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.