The player from Italy requested a withdrawal 6 weeks ago and has not received a response despite completing the verification process. Her ability to deposit has been blocked, and she seeks to withdraw her remaining balance and close the account due to the lack of cooperation from the casino.
Pistolo Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for Casino Guru to reply
6d 13h 8m 31s
Pistolo Casino
Safety Index:HighCase summary
Discussion
Public
Public
yesterday
Translation
To date, despite the completed verification, they have not given me any response.
I am worried about the situation because even if I log in to the account they have blocked my ability to deposit, far be it from me to do so, but the casino has got in the way and is not cooperating. I attach screenshots of the communications exchanged.
At this point, given the situation, I ask to be able to withdraw the remaining balance as well in order to close the matter and, one way or the other, close the account.
Automatic translation:
Public
Public
10 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
10 hours ago
Dear Cleopax,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
