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Hello, I currently have €17,000 in my player account. I received €500 each on May 31st and June 1st. Now nothing is happening. I'm afraid I won't get all of my winnings. Verification isn't necessary either. The live chat says they don't process withdrawals on weekends, so please be patient, but the dates mentioned above were also weekends.

Hallo, ich habe aktuell 17000€ am Spielerkonto. Ich habe am 31.5 und 1.6 je 500€ bekommen. Nun geht nichts mehr weiter. Ich befürchte das ich nicht den ganzen Gewinn bekomme. Es ist auch keine Verifikation notwendig. Der live Chat meint es werden am Wochenende keine Auszahlungen vorgenommen daher Geduld aber die oben genannten Datums waren auch Wochenendtage.

Dear Unti78,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Unti78,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I remained patient and, even though I had already received two payouts, had to complete the verification process. This process took a while because my credit card required several uploads before it was accepted. Payouts have since been processed, and twice I even received two payouts a day. I'm pleasantly surprised, and the chat works flawlessly and is very friendly. Since I continued playing with low stakes between payouts, I managed to hit the jackpot three times, and my account balance is in the high five-figure range. Given the payout time, it will take until the end of the year for me to receive the money. Thank you very much, and kind regards.

Hallo, ich bin geduldig geblieben und habe obwohl ich schon zwei Auszahlungen erhalten hatte die Verifizierung durchführen müssen. Dieser Prozess dauerte ein wenig da meine Kreditkarte mehrere Uploads brauchte bis sie akzeptiert wurde. Mittlerweile fanden Auszahlungen statt und zwei Mal sogar zwei Auszahlungen am Tag. Ich bin positiv überrascht und der Chat funktioniert einwandfrei und sehr freundlich. Da ich zwischen den Auszahlungen mit wenig Einsatz weitergespielt habe ist es mir gelungen drei Mal einen Jackpot zu knacken und mein Kontostand ist im höheren fünfstelligen Bereich. Es wird mit der Auszahlungsdauer bis Ende des Jahres dauern bis ich das Geld habe. Vielen Dank mit freundlichen Grü´ßen

Dear Unti78, thank you for your message and for sharing those details.

To better assist you, could you please clarify how much you have actually received so far?

Could you please clarify how many pending withdrawals you currently have and their amounts, as well as how much money you still have in your account besides the pending withdrawals?

Having this information will help us understand your situation better and advise you on the next steps.

I have received 6500€ so far, 1000€ are in process and I have 69,000€ in my account

Erhalten habe ich bis jetzt 6500€ in Bearbeitung sind 1000€ und am Konto habe ich 69.000€

Thank you very much, Unti78, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Unti78!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello Pavel, the issue is currently resolved. Payouts are being processed daily, and a personal account manager has contacted me. So, everything's fine at the moment. I'll get back to you if anything changes. Thank you.

Hallo Pavel, momentan ist das Problem gelöst. Es finden täglich Auszahlungen statt und ein persönlicher Betreuer hat sich gemeldet. Also zur Zeit alles top. Sollte sich was ändern melde ich mich wieder. Vielen Dank

Thank you for the information! Can you tell how much do you receive daily?

500 and two times 1000€

500 und zwei Mal 1000€

So, you receive total of 2500 euros every day?

Unti78, given the large disputed amount of the complaint and the withdrawal limits in place, it would be inefficient for us to hold the complaint open for such a long time. Instead, I suggest that we close the complaint as resolved for now, and if there would be any delays and you would not be able to withdraw according to your withdrawal limits, you would send a reopen request and we would request the explanation form the casino. Would it be suitable?

Yes, thank you very much. I'm currently very happy with Pistolo Casino.

Ja, vielen Dank. Bin momentan sehr zufrieden mit Pistolo Casino.

Thank you, Unti78!

Do not hesitate to sent a reopen request if there are any delays or lodge complaints in the future if you will have any other problems anywhere else in the future, we are always here to help you!

Respectfully,

Pavel K

Casino Guru Team

Unti78, thank you for your reopen request!

Dear Pistolo Casino, the player has three €500 withdrawals in progress which were requested on July 3rd. Was some withdrawal limit reached by the player or are there any other complications?

It's very frustrating.

Es ist sehr frustrierend.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Unti78, I have received a response from the casino representative, they have informed me that your previously delayed requests were processed, and currently two new are pending. Have you received ones that were delayed?

Hello Pavel, that's correct. The three requests have been processed, and three more are pending. It only works when I open a complaint with you. It's simply outrageous that a casino with such low withdrawal options would rip you off like this. Furthermore, I'm in VIP Level 1 at 0%, even though I'm a daily guest. What are you supposed to think of a casino like this?

Hallo Pavel, das ist richtig. Die drei Anfragen wurden bearbeitet und es stehen drei weitere zur Bearbeitung aus. Es funktioniert immer erst wenn ich eine Beschwerde bei euch eröffne. Es ist einfach eine Frechheit das ein Casino mit so niedrigen Auszahlungsmöglichkeiten einen so an der Nase führt. Außerdem stehe ich im VIP Level 1 au 0% obwohl ich täglich zu Gast bin. Was soll man von so einem Casino halten?

Unti78, how is the progress on your withdrawals?

Dear Unti78,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru