The player from Italy had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player later reported that, after becoming frustrated with the casino's responses, his account was closed while he still had active bonus rounds and in-game items. The complaint was closed by the Complaints Team because the player had chosen to continue playing with the funds instead of withdrawing them, and no refund of lost winnings could be requested. The issue was resolved by closing the complaint due to the circumstances.
Pistolo Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: €1,500
Pistolo Casino
Safety Index 7.9 Above averageCase summary
Discussion
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2 months ago
Translation
Good morning, I am waiting for 3 withdrawals of 500 euros each, in order from 20th, 21st and 22nd April. The casino replied that they are requesting payment and that there are technical problems and my funds are safe.
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2 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.
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2 months ago
Dear Yari81,
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
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2 months ago
Dear Yari81,
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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2 months ago
TranslationNo, in the end, exhausted by the answers, I replayed everything at that point they decided to close my account with active bonus rounds plus diamonds that were needed for mini games.
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2 months ago
Dear Yari81, thank you for your reply.
I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Karla
