The player from New Zealand faced delays in processing his withdrawal at Pistolo, as customer service repeatedly informed him that his request was under review by the finance department. Initially promised a three-day processing time, he had waited longer without resolution. The Complaints Team noted that the player did not respond to inquiries, leading to the closure of the complaint. The team remained available to assist if the player chose to reopen the matter in the future.
Pistolo Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: NZ$370
Pistolo Casino
Safety Index:HighCase summary
Discussion
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5 months ago
I have been trying to get Pistolo to process my withdrawal, but every time I contact their customer service team on live chat they give me the same answer saying my request is being review by their finance department. Initially, I was told it would take 3 working days to process. It's been more than 3 working days and they keep telling me it's being "reviewed".
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5 months ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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5 months ago
Dear ncjnz10,
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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5 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
