Pistolo Casino - El retiro del jugador se ha retrasado.

I won 1500 euros on the 5th of the month, I had made a deposit via Revolut, with the same one in which I requested the withdrawals, the next two (500€ each) are still delayed until today, a fact that forced me to cancel them as people outside the casino suggested that I do them again by bank transfer, however even these are still delayed today by ten days, I don't know what to do, I have sent an email and I talk to support daily and they give me the same almost automated message that don't worry, sorry for the inconvenience, your money is safe and please be patient, I should also emphasize that I have not been asked for identification and it won't let me do it anyway.

κερδισα στις 5 του μήνα 1500 ευρώ ,είχα κάνει κατάθεση μέσω Revolut, με την ίδια κατά την οποία αιτήθηκα τις αναλήψεις οι επόμενες δύο (500€ η καθεμία) καθυστερούν μέχρι και σήμερα γεγονός το οποίο με ανάγκασε να τις ακυρώσω καθώς μου προτείνανε άνθρωποι εκτός του καζίνο να τις ξανακάνω με bank transfer ωστόσο ακόμα και αυτές αργούν σήμερα στις δέκα μέρες , δεν ξέρω τι να κάνω έχω στείλει ιμειλ και μιλάω με την υποστήριξη καθημερινά και μου δίνουν το ίδιο σχεδόν αυτοματοποιημένο μήνυμα ότι μην ανησυχειται , συγγνώμη για την ταλαιπωρία τα χρήματα σας είναι ασφαλή και κάντε λίγο υπομονή , να τονίσω επίσης ότι δεν μου έχει ζητηθεί ταυτοποίηση και δεν με αφήνει να την κάνω έτσι κι αλλιώς .

Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The casino hasn't asked for my identification so far and they keep assuring me that my money is safe now I just have to wait, which is about a month.

Δεν μου έχει ζητήσει ταυτοποίηση το καζίνο μέχρι στιγμής και με διαβεβαιώνουν συνέχεια ότι τα λεφτά μου είναι ασφαλή τώρα απλά αναμένω δηλαδή είναι κοντά ένας μήνας

Do we have any help?

Έχουμε καμία βοήθεια ;

It's been more than 14 days at most.

Έχουν περάσει πάνω από 14 μέρες κατά πολύ

Thank you for keeping me updated.

Have you made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus?

When was the last time the casino communicated with you regarding the delay in processing your payment? Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your cooperation.

I communicate every day with live chat and ask about the process, however I receive the exact same message that I told you every day, I also sent you to the email you said an email of my chat with support yes I have made a successful withdrawal of 500 euros a month ago, I also did not use any bonuses everything was withdrawable

Επικοινωνώ κάθε μέρα με live chat και ρωτάω για την διαδικασία , ωστόσο λαμβάνω το ίδιο ακριβώς μήνυμα που σας είπα κάθε μέρα , σας έστειλα και στο ιμειλ που είπατε ένα ιμειλ συνομιλίας μου με το support ναι έχω κάνει πριν ένα μήνα μια επιτυχημένη ανάληψη 500ων ευρώ , επίσης δεν χρησιμοποίησα κανένα μπόνους όλα ήταν αναληψιμα

Did you receive my email?

Λάβατε το email μου ;

Will anyone answer?

θα απαντήσει κανένας ;

Good evening, sorry if I'm being tedious, I haven't received any action from the casino as I mentioned above, it hasn't asked for my identification and I'm still waiting for my withdrawals, could you please contact the casino so we can check or speed up the process and send you anything you need from me?

Καλησπέρα συγνώμη άμα γίνομαι κουραστικός , δεν έχω λάβει καμία ενέργεια απτό καζίνο όπως έχω προαναφέρει , δεν μου έχει ζητήσει ταυτοποίηση και περιμένω ακόμα τις αναλήψεις μου ,μήπως θα μπορούσατε να επικοινωνήσετε με το καζίνο ,για να ελέγξουμε ή να επιταχύνουμε την διαδικασία και ότι χρειάζεστε από μεριάς μου να σας στείλω

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear nikosnig,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Pistolo Casino representative to join this conversation and participate in resolving this complaint.

Dear Pistolo Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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

Dear nikosnig,

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,

Stefan