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.

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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