The player from Portugal had a pending withdrawal of €300 since August 31, 2025, which had not been credited to his account. Despite having a validated account and prior successful withdrawals, he faced repeated excuses from customer support. The issue was resolved after the Complaints Team intervened, and the amount was credited to his account. The player confirmed receipt of the funds, leading to the complaint being marked as resolved.
Pistolo Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €300
Pistolo Casino
Safety Index 8.1 HighCase summary
Discussion
Sensitive attachment
Sensitive attachment
9 months ago
Translation
Good morning,
I made a withdrawal of €300 at this casino on 31.08.2025 and to date it has not been credited to my account. The money was won normally without access to bonuses. My account is validated and I have made other withdrawals in the past.
Their chat is awful and the excuses are always the same. Sorry for the inconvenience, you will receive it, etc....
Attached you can see the withdrawal request.
Can you help?
Thank you
Automatic translation:
Public
Public
9 months ago
Hello,
Thank you very much for submitting this complaint and for sharing the screenshot of your withdrawal request. I’m sorry to hear about the difficulties you’re experiencing with your €300 withdrawal.
To better understand your situation, could you please clarify a few points for us:
- When exactly was your last successful withdrawal from this casino, and how long did it take to reach you?
- Which payment method did you use for this withdrawal? (bank transfer, card, e-wallet, crypto, etc.)
- Have you contacted the casino since your initial request on 31.08.2025, and if so, what was their most recent response?
- Could you also confirm whether this is your first delayed withdrawal with this casino, or if you have experienced similar issues before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Public
Public
9 months ago
TranslationGood morning,
Below you can see the answers to the questions:
- the last withdrawal was made on 19.08.2025 and took about 15 days and had to be with your help also to be paid by this casino.
- The withdrawal was made by bank transfer as I always do.
- The most recent interaction was today 15.09.2025 and the casino's response is always the same. We're sorry, but you will receive the same.
- Yes, the last time I cashed out I had problems and it was you who managed to solve them.
I hope I've helped you with the answers to your questions.
Thank you
Automatic translation:
Public
Public
9 months ago
TranslationGood morning,
Everything is still the same in this casino. Always the same answers in chat. Always apologizing. Can you please help with this casino?
Thank you
Automatic translation:
Public
Public
9 months ago
TranslationGood morning.
Everything is still the same in this casino.
Can you please help?
Thank you
Automatic translation:
Public
Public
9 months ago
Thank you very much, Knotz12345, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
9 months ago
Dear Knotz12345,
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 and state the reason why the player´s withdrawals have not been yet processed?
Thank you in advance for providing the information.
Public
Public
9 months ago
TranslationGood morning
The amount has already been credited to my account.
Thank you for your help!
Automatic translation:
Public
Public
9 months ago
Oh Wonderful! Dear Knotz12345, I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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.
