Pistolo Casino - Player's account has been closed without reason.

I have deposit to the casino 2000 and i played only the first day in casino games and live casino almost 4000-5000 but when i tried to withdraw 500 euros they closed my account with 2000 euros inside

If they don't want me to play there its ok but they can't steal my money thas not ok...i have sent to you cause i know you are by the side of justice and customeres

I also send you the transaction i have done to them and my communication with them that saws they have given me no reason and they have locked my money no bonus money

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Dear parisbak7,

Thank you very much for submitting your complaint. I’m sorry to hear about your account being closed with funds still inside and the lack of a clear explanation from the casino.

I have reviewed the email you shared from the casino, in which they state that your account was closed by management decision, with no possibility of reopening, but without providing any specific reason or reference to their terms. Since this message does not clarify why the funds were retained or what rule was applied, I would like to ask you a few more questions before we contact them:

• Did the casino ever request verification documents from you (ID, address, payment method, etc.) before or after closing the account?
• Have you ever used any bonuses on this account (welcome bonus, cashback, free chips, etc.), or were all funds strictly your own deposited balance?
• Have you ever held or used another account with Pistolo or any related/sister casinos under the same company, or is this your first and only account?

If you have any other screenshots, emails or chat transcripts that clarify what the casino said before or after the closure, please upload them here or forward them directly to petronela.k@casino.guru

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

1)Did the casino ever request verification documents from you (ID, address, payment method, etc.) before or after closing the account?

No they never had asked me for any verification...it was the first days i used my account

2)Have you ever used any bonuses on this account (welcome bonus, cashback, free chips, etc.), or were all funds strictly your own deposited balance?

No i never used any bonuses all the funds ar strictly my own deposit balancw

3)Have you ever held or used another account with Pistolo or any related/sister casinos under the same company, or is this your first and only account?

This is my first account on that company...and as you said they keep my money for no reason

I also send you the screenshot with the transaction

Dear parisbak7,

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, Martina (martina.b@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.

Dear parisbak7,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pistolo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been locked?

Thank you in advance for providing the information.

Dear parisbak7,

 

Thank you for contacting us.

 

Following a thorough review of the case in question, we can confirm that the account in question has been closed on the grounds of the following: violation of two significant clauses included in the terms and conditions, which are applicable to all users registered on our platform.

 

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions: 

using the Website for commercial purposes or in someone else’s name or interest.

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

engaging in money laundering, terrorism financing or any other criminal activity.

threatening, harassing or abusing other customers or members of our staff.

attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems.

attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment.

attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

 

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.

 

Therefore, according to the aforementioned article, there is no refund available for your account.

 

We hope this helps clarify the matter for you.

 

Best regards,

Pistolo casino Team

Dear Pistolo Casino,

Thank you very much for the provided information.

I have sent you an email. So If you can check it, I would really appreciate it.

Dear Martina,

Please specify which email address you sent your recent correspondence to.

We have checked our records but have not yet received any new correspondence from you.

Kind regards,

Pistolo Casino Team

Dear Pistolo Casino Team,

I have sent it to 'forumcomplaints@pistolo.com'. If there is a better email address to get in touch, please let me know, or send it to me to martina.b@casino.guru

Thank you so much in advnce

Dear Martina,

As we were unable to find any emails at either of the addresses provided, we sent a new email related to the case to your operating email address.

Please check it and respond to the email there. Thank you.

Kind regards,

Pistolo Casino Team

Dear Martina,

Thank you for your email. We will notify you by email as soon as there are any updates.

Kind regards,

Pistolo Casino Team

i never have done these the casino says....

and i can prove it with my statement of the card i used and every other document you may need...

i have also played many money to their blackjack games...how i have strategy to these bets?

i just want my funds back and i will never bet to them again if they only want me to lose and never win...

Dear Martina,

Following your request, we kindly ask you to check the details that have been sent to your email address. Thank you.

Kind regards,

Pistolo Casino Team

Dear parisbak7, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Martina,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Pistolo Casino Team

Dear Pistolo Casino,

thank you for the mail, I have responded just now. If you could check it out.

Thank you

i just want my funds back...no profit

i can send you every document you need to prove it...and help you to the resolution

Dear Martina,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Pistolo Casino Team

Dear parisbak7,

Upon reviewing clause 6.4 in the Terms and Conditions, I would appreciate your clarification regarding any potential issues you may have experienced with deposits or chargebacks that could have led the casino to believe that this clause was breached.

Thank you for your assistance.

no i never had any issues i can send you my bank statement from the deposit to the casino until today if that helps

Dear parisbak7,

We have discussed this case at length internally, and have reached the decision that we are unable to assist you any further with this matter, primarily due to violating the Terms of the casino.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case.