Pistolo Casino - La cuenta del jugador ha sido reabierta después de su autoexclusión.

Hello,

I got problem with gambling.

11 april 2025. I send email to support of pistolo casino to close and block my account becouse I got problem with gambling.

They respond and ask me if I am sure. I confirmed. Then they send me email that my account was closed.

Today 30.04.2025 , I login to this account and deposited 3180pln (in few deposits). I want to get my money back becouse it is not fair that I was able to deposit to this casino becouse they said that account is closed. it is against to gambling law. Please speak with pistolo casino to refund my money on my revolut account (the same account from which I made deposits).

ps I couldnt upload all my deposit becouse there is limit 5 files.

Dear RASTAAA92,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Could you please respond to my previous message one more time? There has been a technical issue on our end, and I am unable to load the picture you sent here.

Did you request for your account to be reopened on 30 April, or were you able to log in without making any such request?

Has the casino’s customer support specified the duration for which your account was closed following 11 April?

Just to confirm—am I correct in understanding that you logged back into your original account and did not create a new one?

I didnt request for my account to be reoppened. I didnt open any new account. I logged to my orginal only one account and I was able to made a deposites and becouse I have problem with gambling I did it. I want to get refund from casino . And I want to close my account permanently.

Thank you very much, RASTAAA92, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello RASTAAA92, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Pistolo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have managed to find another channel to contact the casino representatives, therefore in the hope of actually resolving this complaint, I will prolong the timer a little bit more.

Dear RASTAAA92,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej