Pistolo Casino - Player's account remains open despite closure request.

Good evening, I have been asking the casino for over a year to close my account but I always find it open, I don't know what to do anymore

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Dear Alex1234567,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no obligations to protect them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances.

Have you unsubscribed from the casino's marketing communication? (ads, newsletters)

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

Hello good evening I would like to do the self-exclusion and close the account I have sent I don't know how many things emails but nothing doing

Hello Alex1234567,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alex1234567,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas

We’ve reopened this complaint at the request of Alex1234567. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Actually, the account wasn't closed in the end

Thanks for your reply.

• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)
• Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Please let me know about any news regarding your account currently, and how you wish to be helped.

Yes I would like to close kindly I have a serious problem with gambling

Thanks for your reply.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Pistolo Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Please forward your self-exclusion request to the casino support and include me in the copy of the message at tomas@casino.guru

Please let me know about the result of your request.

Dear Alex1234567,

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.

Yes I sent the request to the email

Thanks for your reply.

I apologize; however, since you informed us that you can't control yourself, we recommended that you send a self-exclusion request due to gambling issues to the casino. The emails you sent to me on June 16th can't be characterized as such. No other emails were delivered to me either into my inbox or spam folders.

If your account hasn't yet been closed, I recommend you send a self-exclusion according to my previous recommendations and include me in the copy of your email.

I apologize for the inconvenience. Please let me know whether the casino closed your account as a result.