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

Hello, I am filing an official complaint against Pistolo Casino due to an unjustified delay in my withdrawals. I have 3 pending withdrawals of €500 each (Total €1,500) submitted on June 21st, June 24th, and June 25th. My account is fully verified (KYC approved), and I played using raw cash with absolutely no active bonuses. I have already contacted support, and on Monday, June 29th, an agent named Erietta confirmed via email (Ticket ID: 52764343) that my funds are safe and the issue is procedural. However, the 48-hour deadline they requested has passed, and my withdrawals remain 'Pending'. Additionally, I hold a remaining balance of €8,000 in my account. I request the immediate approval of my funds

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Pogkitos,

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

Hello Karla,

I have received the first €500 in my bank account today. However, this case is NOT resolved. There are still two more pending withdrawals of €500 each (€1,000 total) and an additional €8,000 left in my casino balance.

Please keep this complaint OPEN until the full amount of €9,000 is completely paid out to my bank account according to the casino's weekly limits.

Thank you.

Dear Pogkitos,

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.

Hi Carla,

I received €500 in my bank account today. However, this case is NOT resolved. There is still 1 pending withdrawal of €500 and an additional €8,000 remaining in my casino balance.

Please keep this complaint OPEN until the amount of €8,500 is fully paid into my bank account according to the casino's weekly limits.

Thank you.

Γεια σου Κάρλα,

Έλαβα 500€ στον τραπεζικό μου λογαριασμό σήμερα. Ωστόσο, αυτή η υπόθεση ΔΕΝ έχει επιλυθεί. Υπάρχουν ακόμη 1 εκκρεμή ανάληψη των 500€ και επιπλέον 8.000€ απομένουν στο υπόλοιπο του καζίνο μου.

Παρακαλώ κρατήστε ΑΝΟΙΧΤΟ αυτό το παράπονο μέχρι να καταβληθεί πλήρως το ποσό των 8.500 € στον τραπεζικό μου λογαριασμό σύμφωνα με τα εβδομαδιαία όρια του καζίνο.

Σας ευχαριστώ.

Hi Karla,I want to update you on my progress. I have received €1,500 in total so far. Currently, my remaining balance in the casino is €7,501.44, and I have just submitted a new withdrawal request for another €500, which is now under review.The total pending amount is around €8,000. Please keep this complaint OPEN.

Dear Pogkitos, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hi Karla,

Thank you for your response. Here are the answers to your questions:

Yes, my account is fully verified (KYC passed), and I have already received a total of €1,500 in previous installments.

I won without an active bonus. I played only with my own deposited funds.

I won these funds by playing slots.

I will email you the communication history and screenshots regarding the delayed payouts to your email address shortly.

Please note that I currently have one active withdrawal request of €500 from July 6th which is still pending review, and my remaining balance in the casino is €7,000.

Thank you for your help

I am attaching the screenshot of my current pending withdrawal and balance here, and I will also email you any further communication history.

Please note that I currently have one active withdrawal request of €500 from July 6th which is still pending review, and my remaining balance in the casino is €7,001.27.

Thank you for your help.

Since 6/7 they haven't put the money in at all, I lost 3000, they force you to play and they don't put the money in after 1 month, you should lose their credibility because what they are doing is illegal

Από τις 6/7 δεν βάζουνε τα λεφτα καθόλου έχασα τα 3000 σε αναγκάζουν να παίξεις και δεν τα βαζουνε τα λεφτα μετα απο 1 μήνα να τους ρίξετε την αξιοπιστία γιατί είναι παράνομο αυτο που κάνουν

Dear Pogkitos,

Thank you very much for your update.

I am very sorry to hear about what has happened. I understand how frustrating this situation must be for you.

Could you please clarify whether you have now lost all of your remaining balance while waiting for the withdrawal to be processed? Also, could you please confirm whether there are currently any active or pending withdrawal requests left on your account?

Thank you very much in advance for your reply. I look forward to hearing from you.

Karla

Today they put 500 euros in my account on 6/7 and I made a withdrawal of another 500 euros and there are 3500 euros left.

Σήμερα μου βαλανε τα 500ευρω τις 6/7 και έκανα ανάληψη αλλα 500ευρω και υπολείπονται 3500ευρω

Dear Pogkitos,

Thank you very much for your update.

Based on the information you have provided, the casino appears to be processing your withdrawals periodically, with each payment being received within the standard 14-day withdrawal waiting period that we apply before intervening in delayed withdrawal complaints.

Since you have already received the withdrawals that were the subject of this complaint, I will now close this case as resolved.

If the casino stops processing your withdrawals periodically or a future withdrawal remains unpaid beyond the standard waiting period, please keep in mind that there is always an option to reopen this complaint, and we will be happy to investigate the matter further.

Thank you for your cooperation, and I wish you the best of luck with your remaining withdrawals.

Karla M.