Pistolo Casino - Player's account has been reopened against self-exclusion.

Subject: Complaint Regarding Unauthorized Account Reopening and Breach of Self-Exclusion Policy

Dear Casino Guru Team,

I am submitting this complaint regarding a serious violation of responsible gambling policies by Pistolo Casino.

On January 23, 2026, I contacted the casino via email and explicitly requested the permanent closure of my account due to gambling addiction. The casino acknowledged my request, closed my account, and stopped sending me any promotional emails or SMS messages.

However, approximately one month later, without any request or consent from my side, the casino:

Reopened my previously self-excluded account,

Resumed sending me promotional emails with offers and incentives to gamble.

This action is a clear violation of responsible gambling principles and self-exclusion rules, which are designed to protect vulnerable players.

As a direct result of these actions, my gambling addiction was triggered again. I proceeded to deposit and lose a total amount of €1,715, which would not have occurred had the casino respected my self-exclusion request.

I would like to emphasize that:

I never requested the reopening of my account,

I never gave any consent for reactivation,

The casino acted entirely on its own initiative, disregarding my prior declaration of addiction.

Therefore, I kindly request your assistance in this matter and ask that you:

Investigate this serious breach of responsible gambling obligations,

Help me obtain a full refund of the €1,715 lost as a direct consequence of the unauthorized account reactivation,

Take appropriate action against the casino for failing to protect a self-excluded player.

This situation has caused me significant financial and emotional distress, and I believe it represents a clear case of misconduct.

I would also like to inform you that I have already contacted the casino directly, requesting:

A full refund of the €1,715,

A formal explanation regarding the unauthorized reactivation of my account,

And the permanent and irreversible closure of my account due to gambling addiction.

I am willing to provide all necessary evidence, including email communication confirming my initial self-exclusion request and the subsequent promotional messages I received.

Thank you in advance for your support.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Pistolo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
• Could you kindly provide your original self-exclusion request, along with any promotions you received from the casino afterward? You may send the relevant emails or chat transcripts to my email at attila.g@casino.guru, or alternatively, you can post the screenshots here.
• Additionally, I would greatly appreciate it if you could forward any receipts of your deposits as well.

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,

Attila

I used the same email address in all communications.

I'm sending it to the address you gave me. attila.g@casino.guru the relevant communications.

Thank you very much for your response.

I have sent you an email with the relevant supporting documents you requested attached.

Thank you very much for the response!

Good evening

Following our communication and after the supporting documents that I submitted to you, I want to inform you that despite my complaint, despite my request again to be blocked and my account closed by Pistolo and they replied that they had closed it, they continue to send me offers via sms. I am attaching a screenshot from today (Saturday, March 21)

Dear PeleM,

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, Matej (matej.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

Hello PeleM, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Pistolo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with reopening of a self-excluded account and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you casino.guru for the cooperation. However, the issue has not been resolved yet. I am waiting for Pistolo Casino

Dear PeleM,

Thank you for contacting us.

We would like to deeply sorry for this unfortunate event. We would like to kindly inform you that the 1000 EUR refund has been completed from our side today 1/4/2026. Moreover, we have forwarded the matter to our relevant team in order to not receive again promotional offers from our casino.

Thank you so much for your patience and understanding and excuse us for the inconvenience caused.

Best regards,

Pistolo Team

Thank you for the confirmation, Pistolo Casino.

Dear PeleM, please let us know once you receive the refund and whether you consider the situation resolved to your satisfaction. Due to the Easter bank holidays approaching, please allow the payment to take loner to be processed by the banks, and do not be alarmed if it takes until the end of the next week to get processed. Thank you.

Thank you very much to casino.guru for the cooperation and significant help. I received a refund of 1000 euros from Pistolo Casino, however my request was to be reimbursed for my loss which was 1715 euros.

Thank you for the confirmation, PeleM.

Since the account has been stopped, marketing communication disabled and you have agreed to the refund amount proposed by the casino, I believe there is nothing more I can mediate on your behalf.

The only thing I can do is to strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Due to the aforementioned reasons, I will now close this complaint as "rejected", as Casino Guru does not consider cases where player is not 100% satisfied with the outcome, as successfully resolved. Thank you for your understanding.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.