The player from Germany had reached level 25 in battle mode and was unable to claim free spins for levels beyond 6 despite having earned over 850 diamonds. He contacted live chat support, which informed him that the error might take 2-3 months to resolve. The complaint was closed due to a lack of response from the player to the Complaints Team's inquiries and reminders, which prevented further investigation or potential solutions. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Pistolo Casino - Player's rewards claim is delayed.
Closed
Our verdict
Player stopped responding
Amount: €8,000
Pistolo Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
I earned over 850 diamonds... and you can get free spins for each level you advance in battle mode.
I got the first few levels, but from level 6 onwards I could no longer claim the free games... I'm now level 25 and would get 10 games per level, but it's not possible...
tried live chat
They say the error will be fixed but it will take over 2-3 months 😡
Automatic translation:
Public
Public
7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pistolo Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain what the disputed amount of €8000 represents in this situation?
- When was the first time you noticed the issue and reported it to the casino support?
- Could you please share any evidence supporting your complaint, such as the communication with the casino admitting the issue occurred?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
7 months ago
Dear Michi123,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
