Pistolo Casino - Player’s withdrawals are delayed due to unfinished KYC.

For 8 days now I have sent my documents for the identification of my account having made 4 withdrawals of 500 euros each! Then they asked me for identification as I sent all the necessary documents! My identification has not been completed yet and they have blocked the analyses! In the emails and in the chat they say that it is in the competent department and I will be informed soon and we have reached 8 days! I also have 3 pending withdrawals before they asked me for identification which were frozen because they are waiting for identification

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which documents you provided to the casino for verification, and when exactly you sent each of them?
• Have any of your documents been reviewed by the relevant department yet?
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Day 10 today, still nothing!

The casino has exceeded 10 business days for identification.

I sent an official email and again only received a general response, with no reason for the delay or timeline.

I request an official escalation of the case and the intervention of a casino representative.

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

Dear Bsjsb_8369,

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,

Veronika