Pistolo Casino - El jugador tiene problemas con la autoexclusión y solicita un reembolso.

I'm filing a complaint against Pistollo Casino and asking for a resolution. I recently became addicted to gambling. When I realized I'd lost control of my gaming, I decided to self-exclude at two online casinos. One had no problem; my account was immediately blocked. However, at Pistollo, despite chatting with a consultant about self-exclusion due to addiction, they didn't close my account; they asked me to contact a VIP manager. So, I emailed them and waited two days. Of course, I continued playing and losing money. After receiving a reply, I was informed that I didn't have to close my account; I could set a time limit, which is a good solution. So, I started playing again and lost 5,000 PLN. The problem with addictions is that writing a request to close my account is difficult. Once you do, you think it's over. Unfortunately, the message from Pistollo Casino encouraged me to play again, resulting in a significant loss of money. Therefore, I'm requesting a refund of my deposits from June 10, 2026.

wnoszę skargę na Pistollo casino i proszę o rozwiązanie sprawy. W ostatnim czasie uzależniłam się od gier hazardowych, gdy stwierdzałam że straciłam kontrolę nad graniem postanowiłam użyć samowykluczenia w dwóch kasynach online z jednym nie było problemu konto odrazu zostało zablokowane ale w pistollo pomimo czatów z konsultantem o samowykluczeniu z powodu uzależnienia nie zamknęli mojego konta tylko prosili o kontakt z menadżerem VIP napisałam więc maila i czekałam 2 dni oczywiście dalej grając i tracąc pieniądze po otrzymaniu wiadomości zwrotnej zostałam poinformowana że nie muszę zamykać konta tylko mogę ustawić blokady czasowe co jest dobrym rozwiązaniem więc ponownie zaczęłam grać i straciłam 5 tysięcy zł. W przypadku uzależnień jest taki problem że samo napisanie wiadomości o zamknięcie konta jest trudne gdy już to zrobisz myślisz że już koniec ale niestety wiadomość od pistollo casino ponownie zachęciła mnie do grania co skutkowało stratą dużych dla mnie pieniędzy. Więc proszę o zwrot wpłaconych depozytów od dnia 10.06.2026.

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Dear Sandra1111,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pistolo Casino.

For us to proceed, I would like to kindly ask you to clarify a few important details:

• Has your account now been closed, or is it still active?
• Could you please list the dates and amounts of deposits made after June 10, 2026? If possible, provide a screenshot of your deposit history page from your casino account.
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean