Pistolo Casino - Player's self-exclusion request was ignored.

This casino has ignored my request to self exclude I have since lost oer $7000.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@pistolo.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

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?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

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

Dear Charliejoe1234,

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,

Attila

We’ve reopened this complaint at the request of Charliejoe1234. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous message?

I look forward to your reply.

Hello Attila

I have emailed you the requested info. Rather than reopen this case I opened a new complaint i think it may be more straight forward. Should I just leave this one open? I can cancel the new complaint let me know what you think is best.

Thanks so much!

Hello Attila

I have emailed you the requested info. We can leave this complaint open but im seeking reimbursement for $10,280. The casino emailed me saying they are looking into the matter. I forwarded you that email also. Thanks so much!

Hello Attila

I received an email this morning saying they are sorry for the technical error on their side but no refund will be issued.

Thank you for your message. I can confirm that I have received your email, including the communication indicating that the casino was considering issuing a refund.

Could you please let me know if there have been any further updates regarding this matter since then?

In the meantime, to help us assess the case properly, could you please forward proof of all deposits made after your account was reopened? This may include transaction receipts, bank statements, e-wallet records, or screenshots from your casino transaction history showing the deposits in question.

I look forward to your reply.

Best regards,

Attila

Hello Attila

The casino replied apologizing for the technical error which allowed my account to be reopened but said no refund will be issued.

I will forward you screenshots of all my deposits since the account was reopened.

Thank you