Pistolo Casino - Player's account closure request is ignored.

Hallo ich habe in diesem Casino mehrere hundert Euro Euro verloren, also habe ich dem Support geschrieben das ich bitte aufgrund meiner ausschweifenden Spielsucht mein Konto schließen möchte. Daraufhin wurde ich von Support aufgefordert eine email an [email protected] zu senden mit der Aufforderung mein Konto zu schließen.

Nichts passiert !! Die haben es einfach ignoriert.

Natürlich habe ich weitere 100 Euro verspielt.

Also schickte ich am Samstag 25.10 wieder eine email mit der erneuten Aufforderung mein Konto unverzüglich zu schließen, außerdem habe ich meine bis dato 100 Euro zurück gefordert und machte deutlich das ich mein Geld was seit meiner email verspielt wurde wieder zurück möchte. Seitdem wurde mein Konto immernoch nicht gesperrt, vom Support - keine Reaktion sodass ich weitere 130 Euro verspielt habe.

Also kurz zusammen gefasst ich bat den Support mein Konto zu sperren, dieser ignoriert dieses Anliegen, was im übrigen illegal ist. Ich fordere nun 230 Euro vom Casino zurück und fordere natürlich das mein Konto unverzüglich gesperrt wird. Da ich nichts erreiche, bitte ich euch mir zu helfen, und Kontakt mit dem Casino aufzunehmen.

danke

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pistolo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you saved any self-exclusion requests where you disclosed your gambling addiction to support? Please send the relevant evidence to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please share the casino's responses to your requests for help?

As the next step, I would recommend that you send a self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Pistolo Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Ich habe nun erneut eine Mail gesendet, es wäre nett wenn ihr trotzdem Kontakt zu dem Casino aufnehmen könntet, es ist ein Skandal.

Hallo kurzes Update , mein Konto ist immernoch nicht gesperrt, trotz mehrmaliger Mails und Kontakt über den Support, ich habe weitere 150 Euro verspielt.

Also insgesamt 380 Euro seit dem ersten Antrag das mein Konto gesperrt werden soll. Bitte helft mir endlich mein Konto zu sperren, und mein Geld wieder zu bekommen.

Konto wurde immernoch nicht gesperrt , weiterhin keine Reaktionen auf meine Nachrichten und vom Support kommt weiterhin nichts, es bleibt dabei 380 Euro verloren seitdem ich mein Konto sperren lassen wollte, bitte helft mir

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

Hello Kingeckrim,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Pistolo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to [email protected]

Ich habe ihnen gerade per Mail nochmal alle Einzahlungsbescheinigungen gesendet, in dem Zeitraum in dem mein Konto schon längst hätte geschlossen werden müssen, 380 Euro.

Dear Kingeckrim,

Thank you for contacting us.

We understand that you mentioned sending a request for account closure.

However, we were unable to locate any previous email from you regarding this matter.

Please note that we have now processed your account closure as requested.

Your account has now been successfully closed, and you will no longer have access to it.

If you have any additional questions or if there’s anything else we can assist you with, please don’t hesitate to reach out.

Kind regards,

Pistolo casino Team

Das ist einfach eine Lüge, ich habe sogar bei der letzten Mail Casinoguru.com als Kopie gesetzt. Immerhin haben Sie jetzt mein Konto geschlossen ich fordere trotzdem meine 380 zurück.

Ich habe die Mails mit Screenshot als Beweis zugesendet, ich will mein Geld zurück!!!

Dear Kingeckrim,

thank you for your continued cooperation.

Dear casino representative,

thank you for your response. Can you please provide us with the player's deposit or playing history?

Dear all,

We would like to inform you that we have sent the requested report via email for review.

Please confirm receipt at your convenience and let us know if any additional information or clarification is required.

Kind regards,

Pistolo casino Team

Dear Kingeckrim,

thank you for your continued cooperation. I have sent you an email regarding the case.

Dear casino representative,

thank you for your email. I will respond to you shortly.

Hallo , ich habe ebenfalls per Mail geantwortet.

Dear all,

We hope you are doing well.

We are currently awaiting your reply and would appreciate any information you can provide.

Kind regards,

Pistolo casino Team

Ich bin ja wirklich dankbar das mir geholfen wird, die ganze Nummer läuft jetzt allerdings seit mehr als drei Wochen. Es wäre wirklich schön wenn man sich langsam einigen könnte.

Dear parties,

thank you for your continued cooperation.

Dear casino representative,

I apologize for the misunderstanding, I have sent the email to your support, whom I was in contact with regarding the case as well. I have now sent the email to you as well.

Dear Martin,

We hope you are doing well.

We are writing to inform you that we have replied to the email you sent earlier. Let us know if any further clarification is needed.

Thank you for your attention.

Kind regards,

Pistolo casino

Könnte ich eventuell auch wissen wie der Sachstand ist ?

viele Grüße

Dear parties,

I would like to offer an update on the situation. We have received proof from the player, that he has sent multiple mails to the casino, requesting account closure. At this point, the casino claims no emails have been received on their part. We will try to get to the bottom of this with the casino, and evaluate this internally as well.

Regarding the possible refund - we are still unable to calculate this figure, as we need a deposit and playing history, with the dates of activity attached. We have received similar document from the casino, but without any time indicators. We are unable to continue the resolution process, unless we see when exactly were the funds played through or deposited.

Dear casino representative,

I will send you an additional email shortly. Also, to clarify, do you want to communicate through the support e-mail address or the second one we have been communicating through?

Vielen Dank , und was ist mit den Screenshots von den zahlungsnachweisen die ich ihnen gesendet habe ?

Dort sieht man ja auch die genauen Zeiten von den Einzahlungen.

Hello Kingeckrim,

these are of course also very valuable to us and we could use them as a substitute to the deposit history. Ideally, we would also like to see the betting activity as well - in case there are any additional amounts left from previous deposits.

The request itself remains the most important issue at this point however.

Dear Martin,

We hope you are doing well.

We would like to confirm that we can continue our communication through the email we were already on.

Please feel free to reach out there with any updates, questions, or information moving forward.

Kind regards,

Pistolo casino Team

Wie geht’s nun weiter ?

Seien sie mir bitte nicht böse, aber die ganze Sache ist nun über 4 Wochen her, und passiert ist immernoch nicht viel. Es wäre schön wenn wir zeitnah eine Lösung finden könnten.

Dear Kingeckrim,

thank you for your continued cooperation. We are currently awaiting a response from the casino.

Dear All,

We hope you are all doing well.

We would like to kindly draw your attention to the fact that we already provided a response on 19/11. Please let us know if you require any additional information or clarification.

Thank you, and we remain at your disposal.

Kind regards,

Pistolo casino Team

Dear casino representative,

thank you for your response and continued cooperation.

I would like to clarify that I have responded to an email from November 19th. In case you have issued a further response, I have unfortunately not received it. To avoid any further misunderstanding, I will be sending you a new response shortly. In case there was a response from your side, please re-send it to me.

Currently, we have received information from the player, showing that several closure requests were successfully sent to your support address. I have also sent you the player's email from 28th of October, please double check whether you have received this email.

I also acknowledge the receipt of the betting history, unfortunately, I was unable to see the exact dates of play. However, as player mentioned in the thread, these can be substituted by the history of deposits he has provided us with. I will attach them in new email for you.

We will be awaiting you response.

Best regards

Martin

Dear Martin,

We hope you are doing well.

This message is to confirm that we have replied to your email.

Please let us know if you have any trouble locating our response or if any further clarification is needed.

Thank you, and we look forward to your feedback.

Kind regards,

Pistolo casino Team

Dear casino representative,

thank you for your swift response, I have now replied to your latest e-mail.

Dear Kingeckrim,

would you be also able to also send the casino the copy of your self-exclusion request from 28th of October?

Guten Tag , ich habe soeben die Kopie der Mail an [email protected] gesendet.

Dazu habe ich Martin ebenfalls eine Kopie davon gesendet.

viele Grüße

Dear All,

Thank you for your patience while we reviewed your case in detail.

After checking thoroughly with our team, we were unfortunately unable to locate the initial email containing the closure request, even after reviewing the evidence you provided. It is possible that this was due to an error within our system.

In the interest of reaching a fair resolution and as a gesture of goodwill, we have decided to issue a refund of 150 EUR.

To proceed with the refund, we kindly ask the player to provide the following bank details:

• Full Name (including all middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank Name & City

• Country where the bank is located

Once we receive this information, we will be able to initiate the refund process.

Please let us know if you require any further clarification or assistance. We remain at your disposal.

Kind regards,

Pistolo casino Team

Guten Tag, ich habe soeben die geforderten Informationen per Mail übersendet.

viele grüsse

Dear casino representative,

we appreciate your decision to refund the player. We believe such approach reflects positively on your commitment to fair treatment and responsible customer care.

Dear Kingeckrim,

thank you for your continued cooperation. Please let us know when you receive your funds.

Dear All,

We hope you are all well,

We just wanted to inform that we have received the bank details. We have now escalated the information to the relevant department to proceed with the refund.

Once the refund has been processed, we will provide you with an update promptly.

Kind regards,

Pistolo casino Team

vielen Dank , ich gebe ebenfalls Bescheid sobald das Geld angekommen ist.

vielen Dank

Dear All,

We would like to inform you that the refund has been successfully completed on our end.

Depending on players bank or payment provider, it may take a few business days for the amount to reflect in his bank account.

If you have any questions or require further assistance, please feel free to contact us.

Thank you for your patience.

Kind regards,

Pistolo casino Team

Das Geld ist gestern eingegangen. Danke für die Klärung , damit kann der Fall geschlossen werden.

besten Dank an alle Beteiligte

Dear Kingeckrim,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Pistolo Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.

Although I sincerely hope you will not have to contact us again and leave gambling behind, in case you ever encounter any issues with any other casino in the future, reach out to our Complaint Resolution Center. We will try to assist you to the best of our abilities. In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru