Pistolo Casino - Player claims that payment has been delayed.

On Friday at this particular casino I won some money and requested a withdrawal, every day I made one withdrawal and the third one I received an email that the first withdrawal was canceled, today I received another email and the other withdrawal was canceled. I contacted them and they keep telling me excuses, they keep going from day to day, the money I played was mine without a bonus without spins, they keep canceling my withdrawals and they don't tell me why, the amount is important and very important to me, and there is other money in the account that I can't withdraw because it allows me 3 withdrawals per 24 hours and so far out of 3/4 of the withdrawals I make, they cancel them! Please help me! Thank you!!

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.

Dear Anna80,

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 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

I received this email yesterday saying that my first withdrawal of the 3 I had made was completed and that the other 2 had been canceled, but despite this, I don't see any money in my account, I just received the withdrawal confirmation email without any money being transferred to my account!

They canceled another withdrawal for me today. I asked them to send me the ARN/proof payment for the previous withdrawal, which they say was completed, but I still haven't received the money. Please help me. It's a lot of money and we've been struggling for 15 days now with this whole situation.

The casino sent another generic reply. They still refuse to provide an ARN for the 'Completed' withdrawal and they are giving no explanation for the cancellations. They are just asking me to wait and change methods. This is 100% stalling.

Update: I received the bank transfer of 500€ today. However, the card withdrawal from Thursday (500€) has still not arrived. I am keeping the complaint open until all my funds are received.

I would like to provide an update. I have successfully received two of my withdrawals. However, there are still two more withdrawals pending, plus a remaining balance of 550€ in my casino account. I will keep this complaint open until all my funds are fully paid out. Thank you.

I would like to inform you that I received another withdrawal, I am waiting for two more, I will cancel my complaint until all my withdrawals are completed, thank you!

Dear Anna80,

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.

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

Dear Anna80,

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,

Karla