Pistolo Casino - Player's withdrawals are delayed.

Ciao, ho richiesto due prelievi da questo casino, il primo da 344€ in data 30/01/2026 e il secondo da 300€ in data 31/01/2026, sono passati più di 14 giorni per entrambi i prelievi ma non li ho ancora ricevuti.

Spero possiate aiutarmi a ricevere le mie vincite.

Grazie

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Dear Spaffle,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Buongiorno Kristina,

• No, questi 2 sono i primi prelievi che richiedo su Pistolo.
• Non mi è stato chiesto di fare la verifica KYC, se vado nella sezione verifica c'è scritto che non è necessario caricare documenti.
• Le mie vincite sono state ottenute giocando il mio saldo reale alle slot pragmatic e hacksaw.

Grazie in anticipo

Thank you very much for your reply, Spaffle. Have you attempted to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Ciao Kristina, li ho contattati via chat, ecco gli screenshot della conversazione:

Non ho ricevuto nessuna comunicazione via email e nessuna richiesta di documenti, presumo che sia solo un ritardo da parte loro e spero possiate aiutarmi a ricevere i miei prelievi in tempi ragionevoli.

Hello Spaffle,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spaffle,

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, Martin (martin.l@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,

Kristina

Hello Spaffle,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Pistolo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the issue to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Spaffle can expect his withdrawal to be processed?

Dear all,

Thank you for contacting us.

We kindly inform you that after checking your case with the relevant department they inform us that you need to provide the following Documents in order to verify and proceed with your pending withdrawals.

1: ID + Selfie 

2:Selfie ID  A Selfie photo holding your ID document against the background of our website ( casino name to be visible) 

Kind regards,

Pistolo Team.

Caro Pistolo, ho appena inviato un'email a support@pistolo.com con i documenti richiesti.

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

Dear Spaffle,

Thank you for contacting us.

We kindly inform you that we receive your Documents and the relevant department is review your case.

Kind regards,

Pistolo Team.

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Spaffle,

Thank you for the patience.

We kindly inform you that your withdrawals is successfully completed.

Kind regards,

Pistolo Team.

Confermo di aver finalmente ricevuto i prelievi.

Grazie Pistolo e Casino Guru.

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

Dear Spaffle,

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,

Martin