Pistolo Casino - Player's account has been closed.

I have played to this casino for first time...everything was ok i bet on casino...i also had 3 successful withdrawals before that....but when i tried to do my last one 500 euro the do not accepted it and closed my account for no reason

i have not bonus money taken or nothing etc

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise when exactly you created your account and when it was closed?
• Did you pass the verification before you lost access to the account?
• When did you make the last successful withdrawal?

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

Best regards,

Kristina

1)Could you please advise when exactly you created your account and when it was closed?

I created my account at 26 of november and it was closed at 10 of december !!

2)Did you pass the verification before you lost access to the account?

They didn't ask me for any verification....everything i was asked about i have verified it(email etc.) !!

3)When did you make the last successful withdrawal?

The last succesful withdrawal was at 9 of december !!

Thank you very much for your reply, ioanniskapsalis. Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

No i do not have any contact with the casino to send you

Because the did not asked me for documents so we don't have email from each other and also they closed my account one day without warning and i couldn't log in to speak live chat with them

Can you help me please

Hello ioanniskapsalis,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

ok i will wait some more days cause i believe you will help me

you know 500 euros is nothing for casino but for me a simple player maybe be my monthly rent so it is very importan not to steal my money

Dear ioanniskapsalis,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla (karla.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello ioanniskapsalis,

My name is Karla, and I will be assisting you with your complaint from this point onward.

Thank you for your patience so far — I will now review the case and work toward a fair resolution with the casino.

To proceed, I would like to invite a representative from Pistolo Casino to join this discussion.

Dear Pistolo Casino Team,

We kindly ask you to provide your statement regarding this case.

Specifically, please clarify the reason for the player’s account closure and explain why the pending €500 withdrawal was not processed, despite the player having completed several successful withdrawals prior to the closure.

Any relevant details or evidence supporting your decision would be appreciated, as they will help us review the situation accurately and move the case forward.

Thank you in advance for your cooperation.

Dear all ,

Kindly note that the player's account has been closed as per our Terms and Conditions:

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

6.4 By making a deposit, you grant the Company the permission to debit from your balance any fines or dues in connection to your activity, as provided by the Terms or the applicable law. You also agree to avoid charging back the deposited funds, annulling the deposits, and agree to compensate the Company for the costs associated with the chargebacks and recalls.

We hope this helps clarify the matter for you.

Kind regards,

Pistolo Casino Team

Dear Pistolo Casino Team,

Thank you for your response.

While you have referenced the relevant Terms and Conditions, we kindly ask you to provide any documents, records, or specific evidence supporting your claim that the player engaged in fraud, illegal activity, or breached the Terms.

Please share any relevant logs, transaction records, or other proof that formed the basis of your decision, either here in the thread or directly to my email at karla.m@casino.guru, so we can review the matter transparently and move the case forward.

Thank you for your cooperation.

Dear Karla,

Kindly note that we have send you an email regarding our decision.

Kind regards,

Pistolo Casino Team

will have a resolution?

i never have done this things the casino says about

i want to see their response i am very upset with them

Hello ioanniskapsalis,

Thank you for your message. I understand your concerns and appreciate your patience.

At the moment, I am awaiting a response from the casino, as I have requested them to provide supporting evidence regarding their claims. Once the casino replies and shares the requested information, I will review it carefully and update you here in the thread.

Please rest assured that the case is still actively being handled, and I will keep you informed of any progress.

Thank you for your continued patience and cooperation.

Dear Karla,

Further evidence regarding our decision has been sent to you for your review.

Kind regards,

Pistolo Casino Team

I can send you the transaction i have with the casino

And also i have not charge back any funds i can send you the statement od december and any other document you need to prove that

I only want my 500 back

Hello ioanniskapsalis,

Thank you for your message.

I would like to inform you that I am currently in direct communication with Pistolo Casino regarding your case. The casino has provided additional information, which I am reviewing, and I have requested further clarification from them.

At this moment, I am awaiting their response. Once I receive it, I will assess the information carefully and update you here in the complaint thread with the next steps.

Thank you for your patience and cooperation.

Karla

i just want my funds back...no profit

i can send you every document you need to help you for the resolution

Dear ioanniskapsalis,

Kindly note that we have send you an email requesting the following in order to verify your account and proceed with your request:

• A photo of your passport or any other government ID (i.e. driving license).- original photo copy, not PDF

• A selfie Id with our website on the background. 

• Please also provide photos of both sides of your bank card.

Please refer to the email we sent for more details, and reply with the requested documents.

Kind regards,

Pistolo Casino Team

Hello ioanniskapsalis,

Thank you for the update.

Please follow the casino’s instructions and send them all the requested verification documents directly, as outlined in their email, so they can proceed with the verification and review of your request.

Once you have sent the documents to Pistolo Casino, kindly forward a copy of the same documents (or screenshots confirming they were sent) to me as well, either by posting them here in the complaint thread or by email to karla.m@casino.guru , so I can keep the case properly documented and continue reviewing it.

If you encounter any issues while submitting the documents or if the casino does not respond afterward, please let me know.

Thank you for your cooperation.

ok i will send them today

Dear ioanniskapsalis,

Thank you for the update.

Please go ahead and send all the requested documents to Pistolo Casino as instructed. Once you have submitted them, kindly let me know here in the thread and, if possible, confirm that the documents were successfully sent.

After that, I will continue monitoring the case and follow up with the casino regarding the review and the pending €500 withdrawal.

Thank you for your cooperation and patience.

Karla

i had a healt problem give me some more time

Dear ioanniskapsalis,

Thank you for the documents provided.

We kindly ask that you reply to our email with the requested documents.

Please follow the specific instructions provided regarding how to securely share your card details. We previously sent these instructions to you on January 23rd

Kind regards,

Pistolo Casino Team

ear ioanniskapsalis,

Thank you for providing the documents.

From my side, everything appears to be in order. At this stage, it is necessary that you send all the documents exactly as requested by Pistolo Casino directly to them, by replying to their email and following their specific instructions (including the secure method for sharing card details).

Please note that Casino Guru cannot complete the verification on behalf of the casino. The KYC process must be finalized directly with Pistolo Casino in order for them to review your account and proceed with the €500 withdrawal.

Once you have replied to the casino’s email and submitted all requested documents, please let me know here in the thread. If possible, you may also forward a confirmation or screenshots showing that the documents were successfully sent.

I will then continue monitoring the case and follow up with the casino accordingly.

Thank you for your cooperation.

Karla

Dear ioanniskapsalis,

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.

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,
Karla
Casino.Guru