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I have withdrawn 1200€ total (500 + 500 + 200) in 3 because it wouldn't let me all in one for a week. After contacting and assuring me that everything is going well (as the account is verified and no further information was needed) I still haven't received the money. I don't know why there is this delay since everything was done correctly.

Έχω κάνει ανάληψη 1200€ σύνολο ( 500 + 500 + 200) σε 3 γιατί δεν με άφηνε όλα σε μια εδώ και μια βδομάδα. Μετά από επικοινωνία και διαβεβαίωνοντας με ότι όλα βαίνουν καλώς ( καθώς ο λογαριασμός είναι επαληθευμενος και δεν χρειαζόντουσαν κάποιο περαιτέρω στοιχείο) συνεχίζω να μην έχω λάβει τα χρήματα. Δεν ξέρω για ποιον λόγο υπαρχει αυτή η καθυστέρηση εφόσον όλα έγιναν σωστά.

Dear player,

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 the 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

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

The money hasn't arrived yet and I haven't received any updates on the progress of my withdrawal!

I'm starting to think something is wrong. It's not normal for there to be such a long delay.

Δεν έχουν μπει ακόμα τα χρήματα και ούτε έχω λάβει κάποια ενημέρωση σχετικά με την εξέλιξη της ανάληψης μου!

Έχω αρχίσει και πιστεύω ότι κάτι δεν λειτουργεί σωστά. Δεν είναι φυσιολογικό να υπάρχει τόσο μεγάλη καθυστέρηση.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

It's my first withdrawal. No, I didn't use a bonus, it was money I had deposited without getting a bonus.

In communication with them that I had made 10 days ago, they told me that there was no problem with identification or anything, there was no issue that would delay my withdrawal so much.

Είναι η πρώτη μου ανάληψη. Όχι δεν χρησιμοποίησα κάποιο μπόνους ήταν χρήματα που είχα καταθέσει δίχως να πάρω κάποιο μπόνους.

Σε επικοινωνία μαζί τους που είχα κάνει πριν απο 10 μέρες μου είπαν ότι δεν υπάρχει κανένα πρόβλημα ούτε με την ταυτοποίηση ούτε με τίποτα δεν υπάρχει κανένα θέμα που να καθυστερεί τόσο πολύ την ανάληψη μου.

Dear player, have you already received the payout of 1,200 EUR, or has there been any change in the status of your withdrawals?

If not, could you please let me know whether the casino has given you any further updates or if you've requested any additional withdrawals since then?

No, my withdrawal has not been made and I have no information. I also tried with a bank withdrawal but still nothing. This situation is no longer possible, almost a month has passed.

Όχι δεν έχει πραγματοποιηθεί η ανάληψη μου και δεν έχω καμία ενημέρωση. Προσπάθησα και με τραπεζική ανάληψη αλλά και πάλι τίποτα. Δεν γίνεται άλλο αυτή η καταστάση έχει περάσει σχεδόν μήνας.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

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.

Dear Ioanpech,

We would like to inform you that we are examining the issue and we will inform you regarding this as soon as possible.

We really thank you for your patience!

Best regards,

Pistolo Casino team

Dear Pistolo Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Ioanpech,

We are pleased to inform you that your withdrawal request has been successfully completed for the amount of 200 EUR and 300 EUR as requested.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Pistolo Casino Team

Dear player,

Could you please confirm, if you have received the full disputed amount by now?

No, I haven't received the last €700 (€200+€500) yet.

Όχι δεν έχω λάβει ακόμα τα τελευταία 700€ ( 200+500).

Dear player,

Could you please confirm, if you have received the mentioned withdrawals since your last message?

My withdrawals were completed successfully today, thank you very much for your help!

Οι αναλήψεις μου ολοκληρώθηκαν σήμερα επιτυχώς σας ευχαριστώ πολύ για την βοήθεια!

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

Dear Ioanpech,

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,

Mirka