Pistolo Casino - Player's account has been closed.

I am filing a formal complaint against Pistolo.com regarding a balance of 28,351 Gems (total potential value approx. 7,000,000 CZK).

The Issue:

The casino uses a fraudulent game mechanism for converting Gems into "Real Cash." The game enters an "endless loop" at Level 150, making it technically impossible to finish and claim the reward.

Bad Faith Conduct:

I attempted to settle the dispute amicably by offering a low settlement of 38,000 CZK, which the casino ignored.

The casino responded by closing my account (confirmed by support agent 'Lenka'), preventing access to funds and evidence.

My Goal (Desired Resolution):

I demand a 15% compensation from the total potential value as a settlement for the operator's misconduct and refusal to honor their terms.

The requested settlement amount is 1,500,000 CZK (approx. 60,000 EUR) as a cash payout.

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Dear xspid,

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.

• Did you pass the verification before you lost access to the account?
• Has the casino provided any explanation for restricting your account?
• Could you please forward your email correspondence with the casino? You can reach me at attila.g@casino.guru.

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,

Attila G.

Dear xspid,

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, Martin (martin.l@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,

Attila G.

Hello xspid,

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 invite the Pistolo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.

Thank you for your help and for taking on my case. I will wait for the casino's response

Vojta

Dear xspid,

Thank you for reaching out to us.

In order to further assist you we would kindly like to ask you to explain your request in more detail.

Could you clarify what you exactly are referring to in terms of: GEMS, furthermore please explain in more detail which games you are referring to.

As we can see, at the time of closure your account was not having any active balance or pending withdrawal requests.

Thank you for your understanding.

Kind regards,

Pistolo Casino Team

Dear casino representative,

I believe the player had an extensive amount of gems - which should be some sort of special currency on your site. Can you please verify your records regarding this?

Dear Martin and Pistolo Casino representative,

To clarify my position and respond to the casino's inquiry:

1. Financial Value of GEMS:

Gems are directly tied to my real-money investment. In your system, 1 Gem is earned for every 250 CZK spent/deposited. Therefore, my balance of 28,351 Gems represents a significant financial value derived from my gameplay.

2. Technical Failure at Level 150:

The game designed to convert these Gems into cash is defective. Upon reaching Level 150, the game enters an infinite loop and stops functioning. This makes it technically impossible to finish the game or claim the advertised rewards, including the potential 100,000 prize you use in your promotions.

3. Only Conversion Path:

This specific game is the only way to convert Gems into real funds, as your casino does not provide a standard cashback system. By closing my account while this technical error persisted, you have effectively confiscated my earned assets.

4. My Desired Resolution:

I am formally requesting a cash payout of 1,500,000 CZK. This amount represents approximately 15% of the total potential value of my Gems. This 15% settlement is a standard and fair compensation rate used by reputable operators when a player's access to their funds or loyalty rewards is blocked due to operator error or account closure.

I am looking for a direct financial settlement to resolve this misconduct and the loss of my invested funds.

"Furthermore, I want to emphasize that I repeatedly attempted to settle this dispute amicably before filing this formal complaint.

Initially, I only requested the 100,000 prize that was advertised. When the casino refused to cooperate, I even lowered my settlement offer to a mere 38,000 CZK just to reach a quick resolution. The casino ignored my good-faith offers and responded by closing my account instead.

Since the casino refused my previous low settlement offers and chose to block my access to evidence and funds, I am now strictly demanding the 15% compensation (1,500,000 CZK) as originally stated in this complaint."

I want to make it absolutely clear: my previous settlement offers of 100,000 CZK and 38,000 CZK are no longer on the table. Those offers were made in good faith to resolve the matter quickly before the casino chose to escalate the situation by closing my account.

Due to the casino's lack of cooperation and bad faith conduct, I am now strictly pursuing the 15% compensation (1,500,000 CZK). This is my final position for settlement through the Casino Guru resolution center."

Dear Martin and Pistolo Casino representative,

In response to the casino's inquiry, I would like to state the following facts:

1. Value of GEMS: These are not just "virtual points." They are earned through real-money turnover: 1 Gem equals 250 CZK spent. My balance of 28,351 Gems represents a significant investment of my funds.

2. Technical Loop and Evidence: The game is the ONLY way to convert Gems to cash, but it is broken. At Level 150, it enters an infinite loop, making it impossible to win the advertised prizes (up to 100,000). I have already provided video evidence of this technical failure to the Casino Guru team.

3. Previous Settlement Attempts: Before filing this complaint, I acted in good faith and tried to settle for only 100,000 CZK, and later even for 38,000 CZK. The casino ignored these offers and chose to close my account instead.

4. Final Demand: Because the casino acted in bad faith and blocked my account, my previous low offers are no longer valid. I am now strictly demanding a 15% compensation (1,500,000 CZK) based on the total potential value of the Gems and the operator's misconduct.

I am waiting for the casino to address the technical failure shown in the video and explain why they are withholding my earned assets.

I apologize for the multiple messages. As an actor, I am naturally a very expressive and emotional person, and the stress of losing my funds has made it difficult to remain completely calm. I wanted to ensure all facts were clearly stated, which is why I sent the final summary. Thank you for your patience and for understanding my artistic temperament.

Dear xspid,

Thank you for your reply and explanation.

We tried to open your files above, however it does not show us any pictures from the game.

We would kindly like to ask you to send us the screenshots taken from the game you are referring to and the misfunctions you detected. Basically any proof of your claim that you were able to make.

Additionally could you please name us all details of the game you played in order for us to further investigate your claim:

- Name of the Game

- Game Provider

- Your balance before the bet

- Time of the bet

- Bet amount

- Win amount

Thank you for your understanding.

Kind regards,

Pistolo Casino Team

I Apologize I have Rules Only in Czech version

Dear xspid,

Thank you for your quick reply and the provided information.

Please be informed that we forwarded your case for investigation and will contact you as soon as possible with further information and updates.

We thank you for your patience and cooperation.

Kind regards,

PistoloCasino Team

Dear casino representative,

Thank you for the update. We acknowledge that the case has been forwarded for internal investigation. Please keep us informed of any findings or conclusions once your review is completed, so we can proceed accordingly.

Dear xspid,

thank you for your continued cooperation.

Dear Martin,

Thank you for the confirmation. I will await the results of the investigation from the Pistolo Casino representative. I trust there will be a swift and fair resolution regarding the technical error and my unjustly closed account.

Most importantly, I insist on receiving fair compensation for my 28,351 GEMS, which I accumulated in full accordance with the casino's rules. As I have demonstrated with the evidence provided, these gems represent significant value, and the claim for their payout is the core of my complaint.

Dear xspid,

Thank you for your reply and the provided information.

Dear Martin,

We would kindly like to ask you to check your emails where we provided you further information regarding this case.

Kind regards,

Pistolo Casino Team

Dear Martin and the Pistolo Casino representative,

I am providing further clarification regarding my account identification and current status:

Identification via PlayID: My account was created and fully authorized through the PlayID service. All my personal identification details were available to the casino from the start through this integrated connection.

Evidence of Account Closure: Directly in the gaming application I use, my profile status for Pistolo Casino is explicitly listed as "Account Closed". I have attached a screenshot from the app as proof. This closure occurred immediately after I reported the technical "loop" issue on level 150.

Technical Issue and Compensation: As demonstrated in the video evidence previously provided, the system prevents any further progress or claiming of rewards at level 150. I accumulated 28,351 Gems (each representing 250 CZK in turnover), and I view the sudden closure of my account as a bad-faith move by the casino to avoid paying my compensation of 1,500,000 CZK.

I am attaching the screenshots from the application confirming the account closure to this message.

Best regards,

Vojta (xspid)

Dear parties,

thank you both for updating us on the matter.

Dear xspid,

I have sent you an email.

Dear Martin,

Thank you for your perseverance. I have just sent all the evidence regarding my complaint to your email address.

Best regards,

Vojta (xspid)

Dear xspid,

I have responded to your email.

Dear Martin, please see my updated and more detailed summary below, which also includes specific questions regarding the game mechanics that the casino should clarify

"I have sent the final summary and questions for the casino to Martin's email. Please let me know if any further evidence is needed

Dear xspid,

thank you for your patience. I have managed to access the game in question and I was able to redeem prizes as I progressed through the levels. Can you please clarify whether these were available to you as well? Were Gems the sole reason of your wagering?

Dear Martin and Pistolo Casino Representative,

Thank you for your update. I wish to clarify my position once and for all, supported by the evidence I have sent you:

My Goal and Wagered Money: My sole objective was to win the advertised 100,000 CZK prize within your loyalty program. I consciously wagered a significant amount of real money into the game to achieve this goal.

Value of GEMS: I accumulated 28,351 GEMS, which represents a total potential value of approximately 7,000,000 CZK, derived from my wagered funds (1 GEM = 250 CZK turnover). Normally, a player would be entitled to a cashback for such high turnover, which was denied to me.

Technical Glitch and Deceptive Advertising: As evidenced by the video and screenshots I provided, the game enters an infinite loop and freezes at level 150. This technically prevented me from playing for real money. The casino advertises a potential win that is unreachable due to a software bug. This is a clear case of deceptive advertising.

Account Verification: My identity was verified using both the Plaid service and the PlayID application, so the casino had all necessary data from the beginning.

My Demand: You cannot arbitrarily deprive me of my accumulated assets (GEMS) and my right to a fair cashback/compensation. Given the casino's bad faith conduct and technical errors, I insist on my original demand for 15% compensation totaling 1,500,000 CZK.

I expect the casino to investigate the technical glitch and acknowledge my legitimate claim for fair compensation.

Best regards,

Vojta (xspid

I am sorry correction Point 2

2. Value of GEMS (Wagered Funds/Turnover):

I accumulated 28,351 GEMS, which represents a total potential value of approximately 7,000,000 CZK, strictly derived from my wagered funds (money turned over in the casino). To clarify this definition: your system explicitly states that 1 GEM equals 250 CZK of money wagered/turned over. This is not 'invested money' or 'lost money'; it is the volume of bets placed. Normally, a player would be entitled to a cashback or prize for such high turnover, which was denied to me

Dear xspid,

thank you for your patience and for the detailed explanations you have provided throughout the course of this complaint.

After carefully reviewing the case, including directly accessing the game in question, we fully acknowledge that the game may present limitations or technical issues at higher levels. However, it is important to note that rewards are also granted progressively as the player advances through the game, and these rewards were accessible and redeemable during normal gameplay. The game does not seem to rely on a single final completion point for players to receive benefits, nor does progression beyond a specific level create a guaranteed entitlement to a particular prize or cash payout. Gems function as a loyalty and progression-based metric tied to wagering activity. They do not represent real-money funds, cashback, or a guaranteed monetary value unless explicitly stated otherwise in the casino’s Terms and Conditions. As such, the referenced "potential value" cannot be considered an actual or claimable balance.

Most importantly, we must take into account that a chargeback was initiated. As per standard industry practice and the casino’s Terms and Conditions, initiating a chargeback constitutes a serious breach of the player–casino agreement and justifies account closure and forfeiture of any associated loyalty benefits. Once a chargeback is filed, the casino is no longer obligated to maintain the account or provide further access to internal reward systems.

At the time the account was closed, there was no real-money balance or pending withdrawal associated with the account. The requested compensation amount is therefore not supported by the Terms and Conditions, nor by evidence of a confirmed financial loss caused by the casino.

For these reasons, we are unable to uphold the complaint, and it will sadly have to be rejected.