Pistolo Casino - El jugador afirma que el pago se ha retrasado.

Good afternoon,

Make a request for three withdrawals of €500, according to the casino's policy, which also states that it will be accepted within 72 hours at the latest.

At the moment it's been 96 hours and they still haven't approved any withdrawals.

I contacted the live chat and they told me that everything was fine and that it could be approved at any time, but they didn't give me a solution.

Thanks in advance for the help.

Greetings.

Buenas tardes,

Realice la solicitud de 3 retiradas de 500€ de acuerdo a la política del casino, la cual también indica que a las 72h máximo será aceptado.

Por el momento han pasado 96h y siguen sin aprobar ningún retiro.

Contacto con el chat en vivo y me indican que todo esta bien y que en cualquier momento se podrá aprobar, pero no me dan una solución.

Gracias de antemano por la ayuda.

Saludos.

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 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

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, do not share any information.

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.

Good morning,

Sorry for insisting, I requested my first withdrawal 11 days ago and I still haven't received any updates.

Every time I try to ask for help in the live chat, I get the same thing, "it's being processed."

The 3 applications remain stalled.

Help please

All the best.

Buenos dias,

Disculpad por insistir, hace 11 dias solicite mi primer retiro y sigo sin actualizaciones.

Cada vez que intento pedir ayuda en el chat en vivo me indican lo mismo, " se esta procesando"

Las 3 solicitudes siguen paradas.

Ayuda por favor

Un saludo.

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.

Hello,

I still haven't received the money after 14 days, I contacted via email and this is the response:

Thank you for contacting our customer service team.

We deeply regret the delay in processing your withdrawal and understand how frustrating it must be. Please know that your concerns are taken very seriously.

After reviewing your case and consulting with our Finance Department, we have been assured that they are actively working to release your funds as soon as possible. They are aware of the urgency and are prioritizing your request.

The transaction is still listed as pending, but the Finance team is actively working on it. While we aim to process transactions within three business days, delays do occasionally occur.

While I cannot provide an exact timeframe due to limited access to financial processing details, your comments have been conveyed urgently.

Same automated response I got from the live chat, withdrawals still not being processed.

All the best.

Hola,

Sigo sin recibir el dinero tras 14 días, he contactado vía mail y esta es la contestación:

Gracias por ponerse en contacto con nuestro equipo de atención al cliente.

Lamentamos mucho la demora en procesar su retiro y entendemos lo frustrante que debe ser. Tenga en cuenta que sus inquietudes se toman muy en serio.

Tras revisar su caso y consultar con nuestro Departamento de Finanzas, nos han asegurado que están trabajando activamente para liberar sus fondos lo antes posible. Son conscientes de la urgencia y están priorizando su solicitud.

La transacción aún aparece como pendiente, pero el equipo de Finanzas está trabajando activamente en ella. Si bien nuestro objetivo es procesarlas en un plazo de 3 días hábiles, ocasionalmente se producen retrasos.

Si bien no puedo proporcionar un plazo exacto debido al acceso limitado a los detalles del procesamiento financiero, sus comentarios se han transmitido con urgencia.

La misma contestación automática que me daba el chat en vivo, las retiradas siguen sin ser procesadas.

Un saludo.

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 confirm if you have contacted the casino to check whether any verification is required on your part?

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.

Hello,

It's my first retreat

The balance is in real money and is on the withdrawal list, I didn't play bonuses.

I have complained to the casino both in live chat and by email.

I only have a screenshot of an email, I forwarded it to him.

Greetings.

Hola,

Es mi primer retiro

El saldo es en dinero real y esta en la lista de retiradas, no jugué bonos.

He reclamado al casino tanto en el chat en vivo como por mail.

Solo tengo una captura de un correo, se lo reenvió.

Saludos.

Good afternoon,

I hope you received my email. As of today, there is still no news on my case, 16 days later.

Thanks for the help

All the best.

Buenas tardes,

Espero haya recibido mi correo, a día de hoy mi caso sigue sin novedades 16 días después.

Gracias por la ayuda

Un saludo.

Dear player, have you received the money?

Hello,

No, the money still hasn't arrived and the casino just tells me that everything is fine.

Help please

All the best

Hola,

No, el dinero sigue sin llegar y el casino solo me indica que todo está bien.

Ayuda por favor

Un saludo

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 fer1818,

We would like to inform you that we are looking into your request.

Once there is an update we will notify you promptly.

Thank you for your cooperation and patience.

Kind Regards,

Pistolo Casino team

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

Dear fer1818,

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