The player from Greece had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had communicated with the player and informed him of the standard processing times for withdrawals, advising patience while the casino completed the necessary verifications. After the recommended timeframe passed without resolution, the team had extended the inquiry period but ultimately closed the complaint due to a lack of response from the player. The player retained the option to reopen the complaint in the future if desired.
Pistolo Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €390
Pistolo Casino
Safety Index 8.0 HighCase summary
Discussion
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10 months ago
Translation
Well, I requested a withdrawal yesterday from the company! I became a customer from a promo on TikTok that said that the withdrawal is made in 1-3 days! I opened this complaint to see if this is really true! However, in general I read very bad comments and huge delays in withdrawals for this casino! I have not been requested a withdrawal and in the chat they told me that the money will be in my account in three days at the latest.
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10 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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10 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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10 months ago
TranslationLet's wait and see if this casino is really reliable!
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10 months ago
TranslationMy payment continues to be unpaid! Please contact the casino as the time has passed
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10 months ago
TranslationSupport constantly responds with general messages like "we're looking into it", "we're sorry for the delay", without ever giving a specific answer. In live chat they talk like robots, repeating the same things and when I clearly asked when I would be paid, they threw me out of the conversation.
I have kept emails and screenshots that prove their tactics. It is obvious that this casino is avoiding paying players and is only using evasive tactics.
I request my immediate payment, otherwise my experience will be shared on all available platforms and authorities.
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10 months ago
TranslationShould I proceed with a dispute with my bank? Will you finally help or are you just whistling indifferently?
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10 months ago
TranslationHere I am begging them to identify my account! Since you do not approve my complaint, the casino cannot see everything I write! Get serious and approve what I write, I have been waiting so many days to get my money if possible! You are supposed to be helping people!
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10 months ago
Dear bulruk,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
Dear bulruk,
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.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
