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

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, Martin (martin.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 Charliejoe1234,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. In case the account is still opened, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Pistolo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the account reopened? As the player has issues with gambling, please block their account as soon as possible - if it hasn't been closed already. Afterwards, would you be able to provide us with their deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Casino Guru,

Deposits history has been requested and we are currently investigating this matter and will provide an update as soon as possible.

Kind Regards,

Pistolo Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review and the player's deposit history.

Dear Casino Guru,

Deposit history has been emailed to Martin, please check.

Kind Regards,

Pistolo Casino Team

Dear casino representative,

thank you for providing us with the requested documentation. According to our findings, it seems the player had deposited 12 435 CAD in total since 23rd of May 2026.

Could you please clarify, what was the exact date of the account reopening? Additionally, have there been any successful withdrawals made from the account?

Dear Casino Guru,

Player made a successful withdrawal on: 25.05 for 2,000 CAD.

Kind Regards,

Pistolo Team

Dear casino representative,

thank you for the clarification. in case this is the only withdrawal, are you willing to refund the player 10,435 CAD he lost after the account reopening?

Dear Casino Guru,

We are currently reviewing this with the relevant department and will provide you with an update shortly.

Kind Regards,

Pistolo Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Charliejoe1234,

please keep me updated in case of any new developments.

Dear Casino Guru,

This case is still being investigated but we will reply shortly, thank you for your patience.

Kind Regards,

Pistolo Team

Dear Casino Guru,

Thank you for your continued patience.

Please accept our apologies for the delayed response.

We are currently finalizing the last steps of our internal review with our department and aim to provide you with a formal reply as soon as possible.

Kind regards,

Pistolo Team

Dear casino representative,

thank you for providing us the update on the current proceedings. We will be awaiting your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We would like to kindly inform you that we will need some more time to check the matter with our relevant team. We will have updates for you as soon as possible.

Thank you for your patience. 

Best regards,

Pistolo Team

Dear Casino representative,

Thank you for your update. We understand that internal reviews may take some time; however, this matter has already been pending for a while, and the key question remains simple.

Could you please confirm whether the casino is willing to refund the player 10,435 CAD, representing the deposits lost after the account was reopened?

We will extend the timer once more and await your final position.

Dear Casino Guru,

The player rejected our offer; escalating the case to the relevant department for further review.

Kind regards,

Pistolo Team

Dear Pistolo Casino

Yes, I rejected your offer of $6000 I lost a substantial amount of money after I expressed i have a very serious gambling addiction after the self exclusion failed for my own protection. This has been going back and forth for almost 2 months now. I replied to your offer that I would accept $9435 if this could be dealt with by today July 10th as im under severe financial stress. I just feel this is being dragged out for an unfair amount of time. Also i would like to add that the offer was rejected before casino guru extended this for another 7 days asking for a final decision?

Dear casino representative,

Thank you for the update.

We continue to believe the full C$10,435 lost after the account was reopened should be reimbursed.

We will extend the timer one more time while the matter is reviewed by the relevant department. Please provide us with the casino’s final position within the set time frame so we can proceed accordingly.

Dear Charliejoe1234,

Thank you for your patience and for clarifying the situation.

Dear Casino Guru,

We are currently awaiting confirmation from the relevant department and will follow up with you as soon as we receive an update.

Thank you for your patience.

Kind Regards,

Pistolo Team

Dear All

I dont understand why this is taking so long, I have been patiently waiting week after week for a decision on this matter. When i made the original self exclusion request in April it took 7 or 8 days to finally get a response and have my account closed. I lost over $7000 in that week after I pleaded and expressed several times over email and live chat about my serious gambling addiction. I really needed the help and support of Pistolo casino to close my account immediately. Then to have promotional email sent to me and my account reopened only a few weeks later is just wrong. Trust me when I tell you I do not choose to have this problem it a very serious illness, I needed the self exclusion in place to protect myself from further destruction and the loss of another $10,435. Im asking for the Casino to consider this, please. After my account was closed for the second time I asked the casino to be reimbursed for losses of over $10,000 and I was sent an email on May 27th to rest assure that this request was being reviewed by the relevant department. So this is over 7 weeks now.