The player from Germany won at Pistolo Casino and requested withdrawals on January 18, 2025, but all withdrawals remain pending without any requested verification.
Pistolo Casino - Player’s withdrawals are delayed.
Opened
Current status
Waiting for casino to reply
6d 19h 35m 26s
Pistolo Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
Translation
Hello, I won at Pistolo Casino and started requesting withdrawals on January 18, 2025. To this day, all withdrawals are still pending. I can't explain why.
Pistolo has not requested verification so far.
Automatic translation:
Public
Public
4 weeks 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.
Public
Public
4 weeks ago
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- When was the last time you were in contact with casino support, and what did you discuss?
- Have you accumulated your winnings with the help of a bonus?
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,
Tomas
Sensitive attachment
Sensitive attachment
4 weeks ago
TranslationHello, no, I haven't had any successful payouts yet; these are my first ones.
On January 27th, I received an email from the VIP Manager who wanted me to use my credit to continue playing and offered me 20% cashback in return.
I replied to him and asked when I would finally receive my payouts, and to this day I have received no answer, as if the only goal is to gamble away the money again as quickly as possible.
I still haven't received any money, and my account also says that it doesn't currently need to be verified.
I made my profit using the Crypto Bonus https://pistolo1.com/en/promotions/casino/welcome_crypto_offer
Automatic translation:
Public
Public
3 weeks ago
TranslationI'm still waiting for my payouts with no updates. Why is it taking so long? It's already been 19 days.
Automatic translation:
Public
Public
3 weeks ago
Dear Nibadon,
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, Mirka (miroslava.d@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,
Tomas
Public
Public
3 weeks ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pistolo Casino representative to join this conversation.
Dear Pistolo Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
Public
Public
2 weeks ago
Dear Casino Guru,
The player is required to complete the account verification process.
We have formally escalated this request to our relevant department to determine the specific documentation required.
We will provide an update with the necessary requirements as soon as we receive their instructions.
Kind Regards,
Pistolo Team
Public
Public
2 weeks ago
Dear Pistolo Casino,
We will be waiting for your update.
Thank you for your cooperation.
Public
Public
2 weeks ago
TranslationAnd can you also explain why you made me wait a month and only informed me that I need to verify my identity after opening this complaint? I'm curious how much longer it will take until it's finally resolved.
Automatic translation:
Public
Public
2 weeks ago
Dear Casino Guru,
Account is currently undergoing a standard security review.
To finalize this, we require the following:
Proof of Identity: A valid ID and a selfie of you holding the ID with our website open on a screen in the background (Example: https://prnt.sc/i0vu4rbTuJ0r).
Proof of Residency: A PDF document (Utility Bill or Bank Statement) issued within the last 6 months (180 days) showing your registered name and address.
Kind regards,
Pistolo Team
Public
Public
1 week ago
Dear Nibadon,
Could you please confirm, if you have been able to submit the required documentation?
Thank you.
Public
Public
1 week ago
TranslationHi, yes, I have uploaded all the documents.
Automatic translation:
Public
Public
1 week ago
Dear Pistolo Casino,
Could you please provide us with an update on player's submitted document?
Thank you.
Public
Public
1 week ago
TranslationMy selfie was rejected without reason and requested again. Better communication, such as explaining what was wrong with my selfie so it wouldn't be uploaded incorrectly a second time, would of course help to prevent this process from being unnecessarily prolonged, but unfortunately the casino didn't do that.
Proof of my crypto address and deposit slip were also requested.
I've uploaded both items and would like to point out that crypto wallets don't have a named owner like bank accounts. This is also the case for me, as my crypto address comes from the Trust Wallet. Therefore, I've taken a screenshot in the app confirming my address.
Automatic translation:
Public
Public
6 days ago
Dear Casino Guru,
The ID has been accepted; however, the following documents were rejected:
Proof of Address (POA): Rejected. Mobile phone bills are not an acceptable form of residency verification.
Selfie ID AOS: Rejected. The casino website was not visible in the background as required.
We are currently awaiting the following outstanding items to proceed:
- Valid Proof of Address (Utility bill or bank statement).
- Corrected Selfie ID AOS (With the website visible).
- Proof of Crypto Wallet Ownership.
- Proof of Crypto Deposit.
Kind regards,
Pistolo Team
Public
Public
2 days ago
TranslationHello, all my documents are still showing as pending in my account. How am I supposed to make any progress like this? It's incredibly slow. I bet some other players would have already gambled away their winnings after this waiting time. But I won't.
Automatic translation:
Public
Public
4 hours ago
Dear Pistolo Casino,
Would you be able to accept screenshot from the wallet interface as a proof of crypto wallet ownership, since as player mentioned, it is not possible to obtain such document when using a Trust Wallet.
Could you please also provide us with an update on player's verification process?
Thank you.
