Pistolo Casino - Player's withdrawal is delayed.

Once again there are problems with the withdrawal, it has been over 3 days (weekdays) since the withdrawal and my withdrawal request is still "in review". When I contact customer service I only get the same generic answers assuring me that everything is ok and that the finance department will process the payment as soon as possible. I highly doubt and fear that it will be like last time and I will have to resort to the help of casinoguru to get the withdrawal for myself, last time I fought with them for over a week.

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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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Attila

Wow, now more problems have arisen just as I thought, now on the fourth day my withdrawal was cancelled "due to a technical problem" also the withdrawal services/methods have changed, i.e. the same withdrawal methods that I have tried to withdraw before are no longer available. The customer service representative (bot) told me that they have had some problems with the payment providers.

The customer service representative (bot) again generically apologized for the situation and said that it's okay, just make a new request using the withdrawal methods that are now available and your withdrawal request will go to the top of the queue, I'll add a note to it about what happened.

In any case, once again, this is really difficult and frustrating to try to get any money out of.

The casino still hasn't processed my withdrawal request, it's still in the "review" phase, and I also heard from the customer service that they don't have any "queue skipping system" and they don't leave any notes on withdrawal requests like previous customer service representatives claimed, so they're just scamming me and holding up my withdrawal. I didn't play and have never played at their casino with any bonuses, and the withdrawal methods I mentioned earlier haven't been restored either, so now they're using the "bank transfer" withdrawal method.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, do you currently have any pending withdrawals?

Thank you for your patience and cooperation.

Hi! I have contacted the casino several times about this, both via chat and also via email from the customer service, they have had no effect on the matter. I can contact you by email.

I sent you our conversation that we had via email.

In addition, there are hundreds of messages in the pistolo customer service chat.

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, Martina (martina.b@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

Dear Rieqqola,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Pistolo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rieqqola,

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,

Martina