The player from Germany had requested a withdrawal six weeks ago, with three pending withdrawals of €500 each, but had seen no progress since April 28. Despite having completed KYC twice, the situation remained unresolved, and the player found the support inadequate. The complaint was rejected because the issue concerned a third-party payment provider, PlayID, rather than the casino itself. We clarified that complaints against third-party payment processors could not be handled by the Complaints Team and recommended the player contact PlayID directly.
Pistolo Casino - Player’s withdrawal is delayed with no progress.
Closed
Our verdict
Other
Amount: €3,200
Pistolo Casino
Safety Index 7.9 Above averageCase summary
Discussion
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1 month ago
Translation
Hello, I made a withdrawal from PLAY ID on April 28, 2026, and I'm at a loss. It's now June 9, 2026, and nothing has happened since April 28th.
I have three pending withdrawals of €500 each, and other money in my account that I can't withdraw because you can only process a maximum of three withdrawals at a time. The pending withdrawals aren't progressing at all... NOTHING. I've already had to complete KYC twice, and it hasn't been processed yet. I really don't know what to do. Please give me some advice or anything. I have no idea how to proceed. The chat support is completely useless... email is also terrible... so the support is truly a 0/10...
I hope you can help me somehow... Thank you.
Automatic translation:
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1 month 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.
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1 month ago
Dear neu01,
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 understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please attach a screenshot of your pending withdrawals?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
Dear neu01,
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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1 month ago
Hello, I have had a few sucsseccfull transactions. My problem is not with pistols it’s with play id. .. they just don’t withdrawal my money.
no bonus
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4 weeks ago
Dear neu01,
Could you please clarify whether your complaint is against the casino or a third-party payment processor (Play ID)?
Best regards,
Attila
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3 weeks ago
Dear neu01,
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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3 weeks ago
TranslationIt's about PlayID... I also have a problem with Pistolo, but PlayID is more important first.
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2 weeks ago
Thank you for the clarification.
Please note that we are unable to handle complaints against third-party payment providers, as our Complaint Resolution Center focuses on disputes between players and online casinos.
Since you have confirmed that your complaint concerns PlayID rather than the casino itself, we are unfortunately unable to investigate this matter or mediate the dispute.
We recommend contacting PlayID directly to pursue the issue further. As a result, I am forced to reject this complaint.
Best regards,
Attila
