Pistolo Casino - Player's winnings have been delayed.

Good morning, I hit the jackpot on Wheel of Fortune on December 20th, but it still hasn't been credited to me. I have all the proof with lots of photos, and the win is very clear. I write to them every day, but they don't always respond. The answer they give me is "we're checking." Can you please help me recover my winnings? I've deposited a lot since September. Both emails and live support give me the same response. Thank you very much in advance. Best regards.

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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 confirm your account in the casino is verified?
• Was there any bonus active at the time of the incident, or were you playing with a real money deposit exclusively?
• Is the bet recorded in your game history? Are the results of the last few bets recorded in your game history? Would you be able to share with e a screenshot of your last bet results? My email is tomas@casino.guru
• When was the last time you were in contact with the casino regarding the issue?

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

Good morning Tomas, as far as I know, my account is verified. No, there were no active bonuses when I was spinning the wheel. I contacted Pistolo Casino again this morning, both via live support and via email, but unfortunately the response is always the same. "We're verifying it, and as soon as they've verified it, they'll let me know via email." I don't know how long it takes for verification, but almost two months seems like a long time. I hit the jackpot on the Wheel of Fortune. I contacted them immediately after hitting the jackpot via live support. I must have spoken to 5 or 6 operators, some telling me there were technical issues, others telling me something else. The winnings are clearly visible in the photos.

I would like to know if it was credited to me or not. As soon as I resolve this situation, I'll request that my account be closed. While waiting for my winnings, I also deposited a large amount, but now I'm honestly waiting for news and then requesting closure. Thank you so much, Tomas. If you need any other information, please let me know. I have tons of photos of my winnings from chats, both via email and live support. If you need them, please let me know and I'll send them to you. I wish you a good day. Thank you so much, Tomas.

Good morning, I wanted to let you know that my winnings from December 20th haven't been credited to your account yet. I emailed them a few days ago, and the response is still the same. I emailed them again today and am waiting for a response, even though I already know it's the same. In three days, we'll be two months from my Wheel of Fortune win. Thank you so much for your time. Have a nice day.

Thanks for your patience.

• Is the bet recorded in your game history? Are the results of the last few bets recorded in your game history? Would you be able to share with me a screenshot of your last bet results? My email is tomas@casino.guru
• You can find the relevant section here: (on desktop) Please share what information is available regarding the bet in question and a few previous bets made in the same game.

I apologize for the inconvenience.

Good evening, Tomas, the game where I hit the jackpot and this one doesn't show it in my history. I checked, but nothing. They still say they're checking, I don't know why they're doing this. I contacted them immediately after hitting the jackpot, both via live support and via email. Luckily, I took tons of screenshots. Tomas, I'd like to know if they'll credit it to me or not. I'd like to close my account. I make deposits every now and then so as not to lose the account due to the winnings. But if they don't pay it to me, I'll close it immediately. With so much evidence, it's absurd that they won't give it to me. Thank you, Tomas, for your availability and kindness. Have a good evening.

This is the timeline for when I hit the jackpot. Unfortunately, the Wheel of Fortune doesn't show it.

Good morning, Tomas. Yesterday I wrote to him saying that it's been more than two months since I won. And this is the answer, the answer has been the same for two months. I think two months is enough for a verification. They don't want to pay me. With 100% proof. Have a good evening.

Dear Kety1970tata,

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, Igor (igor.p@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,

Tomas

Good evening, Tomas, thank you so much ❤️. We hope it gets resolved as soon as possible. Dear Tomas, I wish you a good evening. And thank you again.

Dear Kety1970tata,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Pistolo Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Pistolo Casino representative to join this conversation and participate in resolving this complaint.

Dear Pistolo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Good morning, Igor. Pleased to meet you, Caterina. I hope we can sort this out. I have to say, I was happy with Pistolo Casino, but I changed everything after I hit the jackpot, and it wasn't credited to me. Thank you, Igor. Have a nice day.

Dear Igor,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitage to contact us.

Thank you in advance.

Kind Regards,

Pistolo Team

Good morning Igor, as always, this is the answer. I emailed them, and yesterday they replied like this. It's been two and a half months and the verification hasn't been done. Even with the proof I sent them. Every time I write, the response is always the same. I could tell if a month had passed. But not being able to verify in almost three months seems a bit excessive to me. Have a good day, dearest Igor.

Dear Kety1970tata,

According to the casino’s email, there was unfortunately a bug that caused the confusion.

Could you please comment on the following message from the casino?

However, this amount is not won, it was just a bug at the time on Wheel Of Fortune. Basically, what happened is, the player clicked on Spin and the gamifications bugs and the Spin button(appears blacked out) it doesn't get released and gets stuck on Jackpot (the reason for this is because, the wheel starts from the Jackpot itself), essentially nothing is spinning. Nevertheless, that doesn't mean he won the jackpot, once he enter the game again after closing it, gets a different reward.

Below is the screenshot attached as proof and we can see the Spin is pressed to the inside. Furthermore, we can also see that he had 3 spins, and this happened on the 1st spin for the night. Which also matches the time from back office, for the specific spins of the night(2nd SS). It's one of the rewards in the 3rd SS.

Feel free to share any information or concerns you may have.

Additionally, please let us know whether you consider this case resolved.

Good morning, Igor. I had 3 spins. On the first spin, I hit the jackpot, and it didn't start with the jackpot. They've been fooling me for two and a half months, sending me the same emails over and over again, saying they were checking. I don't think this casino is trustworthy, especially considering the negative reviews (SO MANY). I even brought two friends with me, who didn't stay with them for long, and they left negative reviews. I always felt like they were being taken for a ride, both through live support and email. I thought the jackpot was there, but it doesn't matter, they're keeping it. I've uninstalled the app and blocked emails from them. I never want to deal with a casino like that again. Especially since I signed up in September, I've deposited a lot of money, and they've taken my winnings back. I sincerely thank you, Igor, for your kindness. I really don't recommend this casino, even if they're keeping it. Have a good day.

Dear Kety1970tata,

Thank you for your message.

I would appreciate it if you could let me know whether you consider this case to be resolved.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Good morning, Igor. Honestly, for me, the case wouldn't be solved. Since the screenshots clearly show my winnings, they don't want to pay it out, and that's fine. But I don't recommend this casino to anyone. It's just a scam. They also ripped off two of my friends I brought along. And you can see from the reviews that PISTOLO has. HAVE A GOOD DAY, DEAR IGOR.

Dear Kety1970tata,

The casino provided sufficient evidence that the spin on Wheel of Fortune was not a winning one and that it was only a visual bug. Since no refund was issued and the complaint was not resolved to your satisfaction, I will now reject this case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor