The player from Greece had pending withdrawals at Pistolo online casino that were delayed by 15 days, despite having successfully completed over 20 withdrawals in the past. She had fulfilled all identification requirements but only received vague responses from support regarding a 'procedural delay.' The pending withdrawals were eventually processed after delays of up to 17 days and again after further waiting periods. The complaint was resolved after all withdrawals were completed, with the player being advised to allow up to 14 days for processing due to a possible high volume of withdrawal requests.
Pistolo Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Pistolo Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
I am filing an official complaint regarding the Pistolo online casino.
I have made multiple withdrawals, over 20 of which have been successful in the past, without any major issues. However, I am experiencing a serious delay on my latest withdrawals.
Specifically, there are pending withdrawals that are now 15 days late, without me being given a clear justification or specific timeline for completion. Despite my repeated communications with support, I only receive general responses about a "procedural delay".
I have completed all required identification procedures and there is nothing pending on my part.
The total amount outstanding is significant, and this delay exceeds any reasonable processing time frame.
Hooray:
the immediate completion of pending withdrawals
clear explanation for the delay
ensuring that there will be no further delays
I ask for your mediation to resolve the issue as soon as possible.
Best regards,
Anna-Maria
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3 weeks ago
Important notice:
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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.
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3 weeks ago
Dear Bsjsb_8369,
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 accumulated your winnings with or without an active bonus?
- You have mentioned that you had successful withdrawals before. Could you let us know when you made your last successful withdrawal and how long it took to be processed?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
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,
Jean
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3 weeks ago
TranslationI do everything through the bank! The last one happened 15 days ago because I have a significant amount of money that I want to withdraw so that I don't lose more time! The profits are without active bonuses and even with spin purchases... I have made previous withdrawals of 10,000 euros so far.. first they did 3 days then 5 later 10 and the first time 15 days
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3 weeks ago
Translation17 days later, all 3 withdrawals that I had in the queue were made! Because I have quite a large amount in my account, I don't close the account in case I need something else! Thank you very much...
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2 weeks ago
I am happy to hear that you have received your three pending withdrawals.
However, you want to keep the complaint open in case there is something else. Can you expound please so that I would know how to assist you afterwards?
Please also provide the amount of money that you have left in your account.
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2 weeks ago
TranslationGood morning...the balance I have in my account is 30 thousand euros and I expect 3 withdrawals from April 22,23,24! When withdrawals are made, I add deposits so that I can withdraw the amount I have in my account faster.
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1 week ago
Thank you for the clarification. Since you are still waiting for the withdrawals from April 22, 23, and 24, I will keep the complaint open. Please return to the thread in one week with an update on whether these withdrawals have been processed.
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1 week ago
Translation14 days today no movement and they always responded to emails in general! Copy paste reply
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1 week ago
TranslationAll 3 of my pending withdrawals have just been made!
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1 week ago
Dear Bsjsb_8369,
We're glad to hear that you received your withdrawals. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.
In the future, please bear in mind that it’s quite common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by 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 from the request of withdrawals before submitting a complaint.
If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jean
Casino.Guru
