The player from Greece had been waiting two weeks for his withdrawals of 500, 500, and 300 euros. He received an automated response when he inquired about the status and was subsequently asked for further verification after previously being assured that the withdrawals would proceed normally. Additionally, he was unable to access the live chat support. His issue was resolved when he received the first withdrawal of 300 euros and a second withdrawal of 500 euros after submitting the required documents for verification. The account had also been verified, and the player was informed of these updates.
Pistolo Casino - Player is facing delayed withdrawals and account issues.
Closed
Our verdict
Player stopped responding
Amount: €1,300
Pistolo Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Translation
I completed all 3 withdrawals (500, 500, 300 because it can't be 1300 together) on August 14. In the live chat they already told me last week that my withdrawals would be completed by last Sunday but when I asked for more information on this the live chat was closed and in the email I sent them that if the withdrawals are not completed by Sunday it means there is fraud and misinformation I did not receive a response until yesterday where the response was a classic automated one telling me to be patient. Today I was asked for verification and I just now uploaded the documents but I have a feeling that things will not go smoothly based on my similar experience at joker8 casino where I would not have received the money if I had not made a similar complaint to you. Also I can no longer open live chat for some reason. Also, in the live chat when I asked for clarification on the impact of verifications on my withdrawals, I was told that the withdrawals will be completed normally, but the verification will help speed up the process. Please help me.
Automatic translation:
Public
Public
5 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Could you please share the screenshots of your pending withdrawal requests?
- When exactly did the casino request the KYC verification?
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you submitted them directly to your casino account or sent them via email?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
5 months ago
TranslationToday I received an email that a withdrawal of 300 euros was completed and it was indeed done. Otherwise, I still can't open a live chat and in the verification section it simply says that the account does not need verification but of course I submitted all the documents correctly and immediately last night as soon as I saw that my account needed verification.
Automatic translation:
Public
Public
5 months ago
Dear player, please let me know if you have already received the payment of €300. Are the other two requests still pending?
Can you please specify what documents you sent for verification? Did you get any confirmation email from the casino that your documents were received?
Public
Public
5 months ago
TranslationToday I was informed by email that my account was verified and I received a second withdrawal of 500 (so a total of 300 +500). Things have been going well since I complained here.
Automatic translation:
Public
Public
5 months ago
Dear player, thank you very much for the update. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
5 months ago
Dear dpoulios21,
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.
Public
Public
5 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,
Natalia
Casino.Guru
