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I am submitting a complaint regarding an online casino dispute.

My stake was accepted by the system, the game result was displayed, and the winnings were credited to my balance. Later, the casino informed me that there had been a technical issue on the provider's side and stated that the winnings would be annulled.

I have screenshots showing the game result, credited balance, and communication with support. I would like this case to be reviewed, because the winnings were displayed and credited by the system before the casino decided to cancel them.

I'm filing a dispute with an online casino. The system accepted my bet, displayed the game result, and the winnings were credited to my balance. The casino later informed me that there was a technical issue with the provider and stated that the winnings would be annulled. I have screenshots showing the game result, balance, and the time of the conversation.

I am submitting a complaint regarding an online casino dispute.

My stake was accepted by the system, the game result was displayed, and the winnings were credited to my balance. Later, the casino informed me that there had been a technical issue on the provider’s side and stated that the winnings would be annulled.

I have screenshots showing the game result, credited balance, and communication with support. I would like this case to be reviewed, because the winnings were displayed and credited by the system before the casino decided to cancel them.

Я подаю жалобу в связи со спором в онлайн-казино. система приняла мою ставку, отобразил результат игры, и выигрыш был зачислен на мой баланс. позже казино сообщило мне, что возникла техническая проблема со стороны провайдера, и заявило, что выигрыш будет аннулирован. у меня есть скриншоты, показывающие результат игры, баланс средств и время общения.

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Stay safe.

Dear Hasan095,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game? What game is that?
• Do you have any video recordings of the incident?
• Has this particular bet and its result appeared in your game history? If possible, please show a screenshot.

Thank you very much in advance for your reply.

Best regards,

Jean

Hello.

I'll answer point by point:

Currently, the casino claims it was a widespread technical glitch with the Amatic provider, rather than an isolated error in a single game. However, the specific game and details were not clearly identified.

I don't have any video footage of the incident.

Yes, the transactions were displayed in the account history.

First, a large sum (more than 5,000,000 ₽) was credited, after which a write-off of 5,345,650 ₽ occurred.

I can provide screenshots of the transaction history where this is visible.

It is also important to note that at this time:

- there is no official document or confirmation from the provider

- there is no precise calculation of write-offs

— the decision deadline is not specified

I am ready to provide all available evidence upon request.

Здравствуйте.

Отвечаю по пунктам:

На данный момент со стороны казино указано, что произошёл массовый технический сбой у провайдера Amatic, а не единичная ошибка в одной игре. При этом конкретная игра и детали не были чётко указаны.

Видеозаписи инцидента у меня отсутствуют.

Да, операции отображались в истории аккаунта.

Сначала была зачислена крупная сумма (более 5 000 000 ₽), после чего произошло списание -5 345 650 ₽.

Я могу предоставить скриншоты истории операций, где это видно.

Также важно отметить, что на данный момент:

— отсутствует официальный документ или подтверждение от провайдера

— отсутствует точный расчёт списания

— сроки решения не указаны

Готов предоставить все имеющиеся доказательства по запросу.

Hello,

We understand your confusion and agree that the situation may have raised questions and concerns. Thank you for your patience and for the opportunity to clarify the details.

During the investigation, it was determined that a technical incident occurred on the provider "Amatic" side. As a result, certain games were functioning incorrectly and could generate winnings with an abnormally high frequency that does not correspond to the provider’s standard game mechanics.

In this regard, the amount that had not been used by you at the time the error was recorded was withheld and adjusted on your balance, since these winnings resulted from a technical malfunction and cannot be considered legitimate. Unfortunately, payment or compensation of this amount is not possible.

Official confirmation from the provider is attached below. We kindly ask the forum team to keep this response confidential.

Thank you for your inquiry and your understanding.

Thank you for providing the provider incident report.

However, this still does not resolve the core dispute.

I respectfully challenge the confiscation for the following reasons:

1. A general provider incident notice does not by itself prove that my specific game rounds or my specific credited winnings were invalid.

2. My bets were accepted by the system, game results were displayed, and winnings were credited to my balance as valid outcomes. This created a legitimate expectation that the balance was real.

3. No transparent individual recalculation has been provided for my account:

- Which exact game rounds are disputed?

- What exact amount is considered invalid?

- How was the deduction of 5,345,650 RUB calculated?

- Why was 1,950 RUB left if the entire balance was allegedly illegitimate?

4. A technical error clause should not allow unilateral confiscation without clear proof specifically tied to my account and rounds.

5. I request provider-level evidence related specifically to my game rounds, not only a general incident statement.

6. I am also concerned by the request to keep this response "confidential" in a dispute process that should be transparent and independently reviewable.

If individual round-level evidence cannot be provided, the confiscation appears arbitrary.

Based on this, I request an independent review of the recalculation and the fairness of this confiscation.

Спасибо за предоставленный отчёт провайдера.

Однако это всё ещё не решает основной спор.

Я оспариваю списание средств по следующим причинам:

1. Общий отчёт о сбое провайдера сам по себе не доказывает, что именно мои игровые раунды или мои зачисленные выигрыши были некорректными.

2. Мои ставки были приняты системой, результаты игры были отображены, а выигрыши зачислены на баланс как действительные результаты. Это создало законное ожидание, что баланс является реальным.

3. По моему аккаунту не предоставлен прозрачный индивидуальный перерасчёт:

- Какие именно игровые раунды считаются спорными?

- Какая именно сумма считается некорректной?

- Как был рассчитан вычет 5 345 650 рублей?

- Почему на балансе оставлено 1 950 рублей, если весь выигрыш якобы нелегитимен?

4. Ссылка на техническую ошибку не должна позволять одностороннее списание без чётких доказательств именно по моему аккаунту и игровым раундам.

5. Прошу предоставить доказательства от провайдера именно по моим игровым раундам, а не только общий отчёт об инциденте.

6. Также вызывает вопросы просьба сохранить этот ответ «конфиденциальным» в рамках спора, который должен быть прозрачным и независимым.

Если доказательства по конкретным игровым раундам не могут быть предоставлены, такое списание выглядит произвольным.

На этом основании прошу независимой проверки перерасчёта и справедливости данного списания.

Thank you for providing the incident report.

I accept that the provider has confirmed a technical/security incident in a number of Amatic games.

However, this raises additional questions:

1. The report confirms the general incident, but does not identify my account, my specific rounds, or prove that my credited winnings were in error.

2. Please provide a check for specific rounds: which of my spins were affected and how the write-off of 5,345,650 rubles was calculated.

3. The wording about "too frequent wins" does not in itself prove that every win during this period was illegitimate.

4. If only winnings from affected rounds are considered disputed, why isn't a transparent recalculation provided for each transaction?

5. Why was 1,950 rubles left if the entire balance allegedly came from erroneous winnings? This appears to be a selective recalculation and requires an explanation.

6. I'd also like to point out that we're talking about a "security incident," meaning a problem on the provider's end. A player shouldn't automatically bear all the financial consequences of a provider's system failure if bets were accepted and the results were displayed as valid.

On this basis, I request an independent verification of the correctness and fairness of the amount written off.

Спасибо за предоставленный отчёт об инциденте.

Я принимаю, что провайдер подтвердил технический/безопасностный инцидент в ряде игр Amatic.

Однако это порождает дополнительные вопросы:

1. Отчёт подтверждает общий инцидент, но не идентифицирует мой аккаунт, мои конкретные раунды и не доказывает, что именно мои зачисленные выигрыши были ошибочными.

2. Прошу предоставить проверку по конкретным раундам: какие именно мои спины были затронуты и как рассчитано списание 5 345 650 рублей.

3. Формулировка о «слишком частых выигрышах» сама по себе не доказывает, что каждый выигрыш в этот период был нелегитимным.

4. Если спорными считаются только выигрыши из затронутых раундов, почему не предоставлен прозрачный перерасчёт по каждой транзакции?

5. Почему оставлено 1 950 рублей, если весь баланс якобы происходил из ошибочных выигрышей? Это выглядит как выборочный перерасчёт и требует объяснения.

6. Также отмечу, что речь идёт о "security incident", то есть проблеме на стороне провайдера. Игрок не должен автоматически нести все финансовые последствия сбоя системы провайдера, если ставки принимались, а результаты отображались как действительные.

На этом основании прошу независимой проверки корректности и справедливости суммы списания.

Dear Hasan095,

Thank you for your detailed follow-up.

To proceed with the verification of your case and ensure we properly review the disputed rounds, could you please provide the following information:

1. The exact name of the game in which the technical issue occurred.
2. The date and time you played this game when the winnings were credited and later annulled.
3. Screenshots of your game history showing the bet, result, and transaction details.

Please send the game-history screenshots directly to jean.s@casino.g.guru.

Thank you in advance for your cooperation.

Hello Jean,

Thank you. I am providing the requested evidence.

Game:

Lucky Joker 10 Extra Gifts (listed in the provider incident report).

Date of incident:

17 April 2026

Timeline shown in screenshots:

19:19 — balance about 1,088,650

19:47 — about 2,211,650

20:00 — about 3,215,650

20:43 — about 4,801,650

21:09 — about 5,345,650

Attached screenshots show:

- game name

- timestamps

- progressive balance growth

- screenshot with "No connection to game server"

- transaction history showing later confiscation

Important:

These wins were accumulated across time and multiple rounds, not a single accidental payout.

Therefore I request review whether confiscating the entire amount was justified, rather than assuming all credited winnings were invalid.

I also request round-by-round verification from provider logs.

Thank you.

Здравствуйте, Jean.

Спасибо. Направляю запрошенные доказательства.

Игра:

Lucky Joker 10 Extra Gifts (также указана в incident report провайдера).

Дата инцидента:

17 апреля 2026

По приложенным скриншотам видно последовательное изменение баланса:

19:19 — около 1 088 650

19:47 — около 2 211 650

20:00 — около 3 215 650

20:43 — около 4 801 650

21:09 — около 5 345 650

Прилагаю скриншоты, подтверждающие:

— название игры

— время и поэтапный рост баланса

— сообщение «Нет связи с игровым сервером» в момент инцидента

— историю операций со списанием средств

Важно отметить:

Это не один ошибочный спин и не единичное некорректное начисление, а серия игровых раундов с постепенным ростом баланса, зафиксированным по времени.

Поэтому прошу отдельно проверить, было ли обоснованным полное аннулирование всей суммы, а не считать автоматически все начисленные выигрыши недействительными.

Также прошу запросить у провайдера проверку логов по раундам (round-by-round verification), чтобы установить какие именно выигрыши, если вообще какие-то, могли быть затронуты сбоем.

Дополнительно обращаю внимание, что если имели место «аномально частые выигрыши», остается вопрос, почему система принимала многочисленные спины подряд и корректно отображала баланс до последующего списания.

Спасибо за объективное рассмотрение дела.

Я также отправил Jean по email все запрошенные скриншоты и доказательства, включая скриншоты игры, отметки времени, рост баланса, историю транзакций и incident report провайдера.

Dear Pinco Casino team,

Thank you for your explanation. Could you please provide us with the player's game history in excel format covering the relevant period? Additionally, could you please forward the communication with the game provider to my email? You can reach me at jean.s@casino.guru.

Thank you in advance for your cooperation.

Hello,

Please clarify the purpose for requesting the player’s game history and specify which correspondence with the provider is being referred to. Information about the provider’s malfunction was already provided earlier in a message containing a screenshot of their response. There is no other correspondence.

Thank you for your cooperation.

Hello.

Considering that the problem has been recognized as a technical/systemic incident on the provider's side, I ask that you consider the issue of compensation or partial recovery of funds.

I acted as a bona fide player: bets were accepted by the system, results were displayed, and winnings were credited to the balance.

Under these circumstances, I believe that writing off the entire amount without a transparent individual calculation is disproportionate.

I ask:

- provide an exact calculation of the disputed amount,

— consider the option of a partial refund or other fair compensation,

- offer a solution that takes into account that the problem did not arise due to the player's fault.

I expect a reasonable and fair resolution to the situation.

Hello,

Given that the issue has been acknowledged as a technical/system incident on the provider's side, I kindly request consideration of compensation or partial restoration of funds.

I acted as a good-faith player: bets were accepted by the system, results were displayed, and winnings were credited to my balance.

Under these circumstances, a full confiscation without a transparent individual recalculation appears disproportionately.

I request:

— a precise calculation of the disputed amount,

— consideration of partial refund or other fair compensation,

— a solution that reflects the fact that the issue did not arise from the player's actions.

I look forward to a fair and reasonable resolution.

Здравствуйте.

С учётом того, что проблема признана как технический/системный инцидент на стороне провайдера, прошу рассмотреть вопрос о компенсации или частичном восстановлении средств.

Я действовал как добросовестный игрок: ставки принимались системой, результаты отображались, а выигрыши зачислялись на баланс.

При таких обстоятельствах считаю, что полное списание всей суммы без прозрачного индивидуального расчёта является несоразмерным.

Прошу:

— предоставить точный расчёт спорной суммы,

— рассмотреть вариант частичного возврата или иной справедливой компенсации,

— предложить решение, учитывающее, что проблема возникла не по вине игрока.

Ожидаю разумного и справедливого урегулирования ситуации.

Hello,

Given that the issue has been acknowledged as a technical/system incident on the provider’s side, I kindly request consideration of compensation or partial restoration of funds.

I acted as a good-faith player: bets were accepted by the system, results were displayed, and winnings were credited to my balance.

Under these circumstances, a full confiscation without a transparent individual recalculation appears disproportionate.

I request:

— a precise calculation of the disputed amount,

— consideration of partial refund or other fair compensation,

— a solution that reflects the fact that the issue did not arise from the player’s actions.

I look forward to a fair and reasonable resolution.

Dear Pinco Casino team,

Thank you for your response. If you cannot provide the full game log, please at least explain how the deduction of 5,345,650 RUB was calculated or why 1,950 RUB remained on the account.

To assess whether the balance adjustment was justified, please provide:

1. A breakdown showing how the deducted amount was determined.
2. The specific rounds considered invalid.
3. The player's original balance before wagering with the affected game.

Thank you for your cooperation.

Hello!

We are responding to your questions:

1. At the time the technical issues occurred on the provider’s side, the player was playing only one game, which was marked by the provider as corrupted, therefore the entire amount was withheld.
2. All rounds were taken into account, as they were played during the period when the issue occurred on the provider’s side.
3. The compensation amount was 1,950 rubles, since this was the amount the player started playing with.

Thank you for your cooperation.

Hello.

Thanks for the clarification.

However, I cannot agree that the entire amount is automatically subject to cancellation simply because the game was marked as "damaged".

Please pay attention to the following:

1) The mere fact that a game was marked as corrupted does not prove that every individual game round was incorrect.

2) All bets were accepted by the system, results were displayed, and winnings were credited to the balance in real time, which created a reasonable expectation of correct results.

3) If indeed all rounds are considered affected, please provide confirmation from the provider that each of these rounds was incorrect, not just the overall status of the game.

4) I believe that returning only the starting balance (1950 rubles) does not reflect the principle of fair recalculation, since there is no transparent verification of each round.

In this regard, I ask:

- provide confirmation from the provider for each round or calculation method,

— re-consider the issue of partial restoration of winnings or compensation.

I expect an objective and fair review.

Hello,

Thank you for the clarification.

However, I cannot agree that the entire amount should be automatically voided solely because the game was marked as "compromised".

Please consider the following:

1) The fact that the game was marked as compromised does not prove that every individual round was invalid.

2) All bets were accepted by the system, results were displayed, and winnings were credited in real time, creating a legitimate expectation of validity.

3) If all rounds are considered affected, please provide confirmation from the provider that each of these rounds was indeed invalid, not only a general game status.

4) Returning only the initial balance (1950 RUB) does not reflect a fair recalculation, as there is no transparent round-by-round verification.

Therefore, I request:

— provider confirmation at the round level or a clear calculation methodology,

— reconsideration of partial restoration or compensation.

I expect an objective and fair reassessment.

Здравствуйте.

Спасибо за разъяснение.

Однако я не могу согласиться с тем, что вся сумма автоматически подлежит аннулированию только на основании того, что игра была отмечена как "повреждённая".

Прошу обратить внимание на следующее:

1) Сам факт того, что игра была отмечена как повреждённая, не доказывает, что каждый отдельный игровой раунд был некорректным.

2) Все ставки принимались системой, результаты отображались, а выигрыши зачислялись на баланс в режиме реального времени, что сформировало обоснованное ожидание корректности результатов.

3) Если действительно все раунды считаются затронутыми, прошу предоставить подтверждение от провайдера, что каждый из этих раундов был некорректным, а не только общий статус игры.

4) Считаю, что возврат только стартового баланса (1950 рублей) не отражает принцип справедливого перерасчёта, поскольку отсутствует прозрачная проверка каждого раунда.

В связи с этим прошу:

— предоставить подтверждение от провайдера по каждому раунду или методику расчёта,

— повторно рассмотреть вопрос о частичном восстановлении выигрышей или компенсации.

Ожидаю объективного и справедливого пересмотра.

Hello,

Thank you for the clarification.

However, I cannot agree that the entire amount should be automatically voided solely because the game was marked as "compromised".

Please consider the following:

1) The fact that the game was marked as compromised does not prove that every individual round was invalid.

2) All bets were accepted by the system, results were displayed, and winnings were credited in real time, creating a legitimate expectation of validity.

3) If all rounds are considered affected, please provide confirmation from the provider that each of these rounds was indeed invalid, not only a general game status.

4) Returning only the initial balance (1950 RUB) does not reflect a fair recalculation, as there is no transparent round-by-round verification.

Therefore, I request:

— provider confirmation at the round level or a clear calculation methodology,

— reconsideration of partial restoration or compensation.

I expect an objective and fair reassessment.

Hello,

Jean, we would also like to understand why complaints that are identical in nature, involving the same situation, are handled differently. In some cases, they are closed with the provided explanation, while in others, additional supporting documents are requested.

Examples of such complaints:

1. https://kazinoazov.net/zhaloby/pinco-casino-viigrish-igroka-bil-konfiskovan-5
2. https://kazinoazov.net/zhaloby/pinco-casino-viigrish-igroka-bil-konfiskovan-2

Thank you for your cooperation.

Hello.

I understand that there may be similar complaints, but each situation must be considered individually based on the specific facts and evidence.

In this case, I acted solely as an ordinary, conscientious player:

- I did not interfere with the operation of the system,

— did not use third-party tools,

- did not affect the operation of the game or the provider,

— I simply chose an available game and placed the usual bets.

The system accepted bets, displayed results, and credited winnings to the account balance. The player has no control over internal technical issues with the provider or casino.

This is why I think it is unfair that all the consequences of a technical/systemic incident are placed entirely on the player without a transparent individual analysis of game rounds.

I ask that my case be considered based on the principles of good faith, transparency and fairness of recalculation, and not only on the basis of the existence of a general incident.

Hello,

I understand there may be similar complaints, however each case should be reviewed individually based on its own facts and evidence.

In this case, I acted solely as a normal good-faith player:

— I did not interfere with the system,

— I did not use external tools,

— I did not influence the game or provider,

— I simply selected an available game and placed regular bets.

The system accepted bets, displayed results, and credited winnings to my balance. A player cannot control internal technical issues of the provider or casino.

For this reason, I believe it is unfair that all consequences of a technical/system incident are being fully transferred to the player without a transparent individual review of the game rounds.

I ask that my case be reviewed based on the principles of good faith, transparency, and fairness of recalculation, rather than solely on the existence of a general incident.

Здравствуйте.

Я понимаю, что могут существовать похожие жалобы, однако каждая ситуация должна рассматриваться индивидуально на основании конкретных фактов и доказательств.

В данном случае я действовал исключительно как обычный добросовестный игрок:

— я не вмешивался в работу системы,

— не использовал сторонние инструменты,

— не влиял на работу игры или провайдера,

— просто выбрал доступную игру и делал обычные ставки.

Система принимала ставки, отображала результаты и зачисляла выигрыши на баланс. Игрок не может контролировать внутренние технические проблемы провайдера или казино.

Именно поэтому я считаю несправедливым, что все последствия технического/системного инцидента полностью переложены на игрока без прозрачного индивидуального анализа игровых раундов.

Я прошу рассматривать мой случай исходя из принципов добросовестности, прозрачности и справедливости перерасчёта, а не только на основании существования общего инцидента.

Hello,

I understand there may be similar complaints, however each case should be reviewed individually based on its own facts and evidence.

In this case, I acted solely as a normal good-faith player:

— I did not interfere with the system,

— I did not use external tools,

— I did not influence the game or provider,

— I simply selected an available game and placed regular bets.

The system accepted bets, displayed results, and credited winnings to my balance. A player cannot control internal technical issues of the provider or casino.

For this reason, I believe it is unfair that all consequences of a technical/system incident are being fully transferred to the player without a transparent individual review of the game rounds.

I ask that my case be reviewed based on principles of good faith, transparency, and fairness of recalculation, rather than solely on the existence of a general incident.

I also believe it's important that situations like this are handled as transparently as possible, as this isn't just about my case, but also about protecting other players who may face a similar problem.

In the absence of a fair resolution, I intend to continue to bring this situation to the attention of independent services and the player community in order to ensure an objective review and prevent similar incidents in the future.

Также считаю важным, чтобы подобные ситуации рассматривались максимально прозрачно, поскольку речь идёт не только о моём случае, но и о защите других игроков, которые могут столкнуться с аналогичной проблемой.

При отсутствии справедливого решения я намерен продолжать привлекать внимание независимых сервисов и сообщества игроков к данной ситуации, чтобы добиться объективного рассмотрения и предотвратить подобные случаи в будущем.

Dear Pinco Casino,

Thank you for sharing important information and evidence related to this case.

Dear Hasan095,

Thank you for your patience while we carefully reviewed your case, and I truly appreciate the detailed information you have provided throughout the process.

Please note that the origins of the technical glitch have been made public since your complaint submission. https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/. Based on these circumstances, we are unable to support you in your pursuit to have winnings paid out. Since your winnings were accrued by playing the affected game in the appropriate time window, we can't consider your winnings legitimate, and, consistent with other cases currently present on our website, your case will be rejected as a result. We hope you won't face a similar situation in the future.

I’m sorry that we couldn’t bring you a more favorable outcome, but please don’t hesitate to reach out if you need assistance with any other issue in the future.

Kind regards,

Jean

Casino.Guru