Pistolo Casino - Η ανάληψη του παίκτη καθυστερεί.

Hi, on September 4th I registered on Pistolo and after depositing I made a total win of €1210, my first withdrawal of €500 was processed and paid the following day, Saturday, while the remaining two withdrawals of €710 have been pending since September 5th and 6th and the casino support is of no help.

salve, giorno 4 settembre mi sono registrato su pistolo e dopo aver depositato ho effettuato una vincita complessiva di 1210€, il mio primo prelievo da 500€ è stato processato e pagato il giorno successivo di sabato mentre i restanti due prelievi da 710€ sono in attesa dal 5 e 6 di settembre e l'assistenza del casinò non è di nessun aiuto.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you used the same payment method for your first successful withdrawal as you selected for your subsequent withdrawals?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Did you accumulate your winnings with or without a bonus?

What types of games did you play?

Have you contacted customer support to ask about the reasons why your withdrawal requests are taking so long to pay?

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

Best regards

Veronika

Hi, I made my casino deposit through PlayID (formerly FunID), which is the payment platform for their group's casinos. I completed identity verification there, so I'm never asked for KYC at their casinos. As for withdrawals, I didn't use the same payment method I used to deposit because I've read a lot of bad reviews about PlayID and I'm pretty sure withdrawals would take much longer and would probably be more difficult to get support since they're not a casino. So, I requested all three withdrawals to Revolut using my IBAN. My winnings came from my bonus balance after I lost my deposit. I followed all the rules and completed the wagering process with a final withdrawable balance of €1,210. I played the slots from the provider Big Time Gaming at a €5 bet until I unlocked the bonus and then I requested a withdrawal of €500, which was the maximum I could request. The next day, which was Saturday, I requested another €500 withdrawal and was pleased to note that the first withdrawal had already been credited to Revolut. Then the next day I requested the last €210 withdrawal, but unfortunately they haven't paid me anything else. Customer support always says the same things, it's like talking to artificial intelligence rather than a human. They say the account is ok, that I don't need verification, and that my money will arrive soon. And so 18 days went by.

salve, il deposito sul casinò è stato effettuato attraverso PlayId (ex Funid) che è la piattaforma di pagamento appartenente ai casinò del loro gruppo, lì ho effettuato la verifica dell'identità per cui non mi viene mai richiesto il kyc nei loro casinò. per quanto riguarda i prelievi non li ho effettuati con lo stesso metodo di pagamento che ho usato per depositare perchè ho letto molte pessime recensioni riguardo playid e sono abbastanza sicuro che il prelievo richiederebbe molto più tempo e probabilmente sarebbe anche più difficile ottenere supporto non trattandosi di un casinò quindi ho richiesto tutti e 3 i prelievi su revolut tramite iban. La vincita è arrivata con il saldo bonus dopo che ho perso il deposito, ho seguito tutte le regole ed ho completato il wager con un saldo finale di 1210€ prelevabili. Ho giocato le slot del provider big time gaming a bet 5€ finchè non ho sbloccato il bonus e poi ho richiesto un prelievo da 500€ che era il massimo che potevo richiedere, il giorno succesivo che era sabato ho richiesto un altro prelievo da 500€ ed ho notato con piacere che il primo prelievo era già stato accreditato su revolut e poi il giorno successivo ho richiesto gli ultimi 210€ di prelievo ma non mi hanno pagato più nulla purtroppo.. l'assistenza dice sempre le stesse cose, sembra di parlare con l'intelligenza artificiale piuttosto che con un umano, dicono che l'account è ok, che non ho bisogno di una verifica e che presto i miei soldi arriverano e fù così che passarono 18 giorni.

They just cancelled both of my withdrawals for no reason.

mi hanno appena annullato entrambi i prelievi senza nessun motivo..

I tried to request withdrawals again and it gave me an error saying withdrawals blocked. I contacted customer support, clearly explaining the problem and providing screenshots, and their response was:

We don't have any specific training for the request you're making, however I can invite you to send an email to support(dot)pistolo.com

it's clear that support is nothing more than a bot if it can't even help with this

ho provato a richiedere di nuovo i prelievi e mi da un errore con scritto prelievi bloccati, ho contattato l'assistena clienti spiegando chiaramente il problema e fornendo screenshot e la loro risposta è stata:

Non abbiamo una preparazione specifica per la richiesta che sta facendo, tuttavia posso invitarla ad inviare una mail a support(dot)pistolo.com

è chiaro che l'assistenza non è altro che un bot se neanche è in grado di aiutare con questo

Update: I received an email requesting my KYC, even though my identity was already verified by PlayID. I uploaded the documents, but they still haven't been approved after 24 hours. I'm pretty sure they're doing this to delay the process. Since I can't request a new withdrawal due to the block, I decided to wager €60 again, and now my withdrawable account balance is €1,000. However, until I receive the money, I won't be making any further bets or deposits on Pistolo.

aggiornamento: ho ricevuto un email dove mi veniva richiesto il kyc anche se già la mia identità era verificata da playid, ho caricato i documenti ma dopo 24 ore non li hanno ancora approvati. sono abbastanza convinto che stiano facendo tutto questo allo scopo di allungare i tempi. dal momento che non sono in grado di richiedere un nuovo prelievo a causa del blocco ho deciso di rimettere in gioco 60€ e adesso il saldo prelevabile del mio account è 1000€ tuttavia fin quando non riceverò il denaro non effettuerò nessun altra scommessa e deposito su pistolo.

I completed the identity verification and requested the first of the two withdrawals again

ho completato la verifica dell'identità ed ho richiesto nuovamente il primo dei due prelievi

Thank you for the update. Am I correct in understanding that you submitted the first of the two withdrawal requests today?

Yes, it took a long time to verify the documents. I requested the first withdrawal of €500 today and tomorrow I will request the second and final withdrawal of €500.

si, pistolo ha impiegato molto tempo per verificare i documenti.. ho richiesto oggi il primo prelievo di 500€ e domani richiederò il secondo ed ultimo prelievo di 500€

Thank you for the update. Please note that we usually recommend players wait up to 14 days for their withdrawal requests to be processed and paid out. Such delays may occur due to gameplay investigations, a high volume of withdrawal requests, or issues on the side of the payment provider, which the casino cannot always influence.

For this reason, we advise players to remain patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If you don’t receive your winnings by October 13, please let us know, and we will step in and try to assist you.

I've actually been waiting for my winnings since September 4th, I think 14 days have passed, the casino is just wasting time canceling withdrawals and asking for documents I'd already submitted hoping I'll cancel the withdrawal and play it all over again, but that will never happen.

Io in realtà sto aspettando le mie vincite dal 4 settembre, penso che 14 giorni siano trascorsi ampiamente, il casinò sta solo perdendo tempo annullando i prelievi e chiedendo documenti che avevo già presentato sperando che io annulli il prelievo e rigiochi tutto, ma questo non accadrà mai.

Pistolo continues not to pay my withdrawals, even though I have contacted them by email these days nothing has changed

pistolo continua a non pagare i miei prelievi, nonostante li abbia contatti anche per email in questi giorni nulla è cambiato

Thank you very much, Darz1991, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pistolo Casino representative to join this conversation.

Dear Pistolo Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Darz1991,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind regards,

Pistolo Casino Team

Both my withdrawals have been paid and I have already received the money, thanks casino guru for the assistance and thanks pistoleto for solving the problem in a short time

entrambi i miei prelievi sono stati pagati ed ho già ricevuto i soldi, grazie casino guru per l’assistenza e grazie pistolo per aver risolto il problema in breve tempo

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

Dear Darz1991,

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,

Mirka