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hello ,

i was given a bonus directly from my vip manager via live chat on april 10th after i deposited 700 dollars.

the bonus was first sent to me by email but it didnt work so i contact live chat with a screenshot of it.

then my vip manager sent me the terms of the bonus itself :

"This is a 100% bonus with a maximum deposit limit of 700 CAD, a x50 rollover requirement, a 72-hour completion period, and a minimum deposit of 200 CAD."

there was NO mention of a cap and maximum cash out at all.

i ended up wagering the full amount and played a game called merge up 2. my balance was at 11619 dollars and as soon as i finished wagering it dropped to 3500 dollars.

i contacted live support shortly after and they said they cant do anything about it .

i saved all of the chats and the bonus screenshot as well. i believe this is extremely misleading , especially when they didnt include any information concerning the cap.

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Dear danielschinasi84,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"For some bonuses, the company sets a maximum cashout amount, which is the maximum sum that can be transferred from the Bonus Balance to the Main Balance. For example, if the maximum cashout for a C$ 160 bonus is х10, the user can transfer not more than 10 х C$ 160 = C$ 1600."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

To clarify your case:

• Could you share the screenshot or the initial email with the bonus details you mentioned?
• Can you confirm whether you received any terms and conditions regarding the bonus at any point before or after it was awarded?
• If there is any additional information/communication with the Support that would support your case, please do not hesitate to send it to me along with the above-mentioned screenshots.

Thank you in advance.

Best regards

Petra

ill attach everything here

Dear danielschinasi84,

Thank you for your reply and for providing the previous details.

• Could you please confirm whether you were informed, or if there was any notification, about the bonus being capped before you started playing?
• Additionally, could you provide any further evidence/communication you had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to petra.h@casino.guru or post your screenshots directly to the thread.

Thank you again for your cooperation.

Could you please confirm whether you were informed, or if there was any notification, about the bonus being capped before you started playing?

never been informed of a cap prior

Additionally, could you provide any further evidence/communication you had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to petra.h@casino.guru or post your screenshots directly to the thread.

i already posted all communication with all the screenshots of the chats in this thread prior

Dear danielschinasi84

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 danielschinasi84,

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 and state the reason why the player has been capped?

Thank you in advance for providing the information.

Hello!

Each bonus has a wagering limit (cashout) that can be received after successfully meeting the wagering requirements. In this case, the limit was 3,500 CAD, and this is exactly the amount the client received. The cashout amount is also indicated in the "Profile" → "Bonuses" section in the description of the active bonus. This information is always available to the player for review and can be additionally clarified via the website chat. A screenshot is attached as confirmation.

Additionally, we note that this is not the first bonus the player has wagered; therefore, they should have understood that bonuses have a maximum wagering (cashout) limit and where this information can be checked independently, since there were bonuses in the past that they canceled on their own, which is only possible in the указанном разделе, where the wagering limit information is also displayed.

As for the question regarding "capped," it is not entirely clear what is meant, since the player’s account is not blocked.

Thank you for your cooperation.

Dear Pinco Casino,

is it possible that the player has not see that?

Hello!

We see no point in arguing whether he could have failed to notice this. Over time, the player has received and used more than 40 bonuses, so considering such a possibility is already absurd. The platform rules and bonus wagering conditions do not change arbitrarily and are not so flexible that a maximum wagering limit would at any point be absent. If the player is interested in the most detailed terms, they should clarify them with customer support before claiming a bonus.

Thank you for your cooperation.

Dear Pinco Casino Team,

Thank you for your message.

I would like to clarify a few points regarding the screenshot you have shared, to ensure I understand it correctly.

Could you please explain what the "wagering limit" refers to in this context? Does it mean that the player received a bonus of 14.29, and the maximum amount that can be withdrawn from it is 142.90?

If that is the case, I would like to point out that from the player’s perspective, this terminology may be somewhat confusing, as it appears to function more like a maximum withdrawal limit.

Thank you very much in advance for your clarification.

Hello!

Yes, everything is correct. The information in the screenshot is stated literally and without ambiguous wording, as it վերաբers to a specific bonus. If the amount of the initial bonus was 14 rubles 29 kopecks, then the maximum amount that can be credited to the real balance after completing the wagering requirements in this case is 142 rubles 90 kopecks.

If the player does not understand the meaning of this line, they can always clarify the details via the website chat if the information in the bonus wagering rules was insufficient. However, we emphasize once again that the player has used more than 40 bonuses over the lifetime of the account, meaning they have definitely seen this line and understood how the "wagering limit" works, since they have successfully completed wagering on their bonuses several times.

Thank you for your cooperation.

Dear Pinco Casino Team,

Could you please provide supporting evidence regarding the high number of bonuses the player has used?

Thank you very much in advance for your cooperation.

Hello!

The player’s account is not blocked, therefore all information related to their account can be requested directly from them. They can find it in the "Profile" → "Wallet" → "Operations History" → "Casino Bonuses" section.

Thank you for your cooperation.

Thank you Pinco Casino.

Dear danielschinasi84,

can you please send me a screenshot from Casino Bonuses section, so that I can see how many bonuses have you used and what kind of bonuses they were?

Thank you so much in advance

Dear danielschinasi84,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear danielschinasi84,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina