Pistolo Casino - La retirada del jugador se ha retrasado.

Hello, I've been waiting for my withdrawal from the casino for 14 days now. The deposit and everything else went perfectly, however, I've now been waiting 14 days for my withdrawal.

Hallo, ich warte schon seit 14 Tagen auf meine Auszahlung bei dem Casino. Die Einzahlung und alles andere lief perfekt jedoch warte ich mittlerweile 14 Tage auf meine Auszahlung.

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 eric656,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• If there was a successful withdrawal, could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Jean

Hello, I haven't made a withdrawal from this casino yet. I also haven't had to complete any verification so far, as it says it's not necessary. I won the money without a bonus.

Hallo ich habe noch keine Auszahlung in diesem Casino getätigt. Ich musste auch noch keine Verifizierung bis jetzt durchführen da dort steht das eine nicht nötig ist . Ich habe das Geld ohne Bonus gewonnen

To be more precise, I think it's more likely due to the verification process, since I don't have the option to upload a document of my own.

Eher gesagt glaube ich eher das es an der Verifizierung liegt, da bei mir keine Auswahl steht ein Dokument von mir hochzuladen .

Thank you for your answer. Please answer additional questions.

• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?
• Have you contacted customer support?
• Could you please send any relevant communication to my email jean.s@casino.guru?

Thank you in advance for your cooperation.

Hello, my payout status is still the same, it says it's still being processed.

I informed customer service, but they told me they would expedite my process and inform the finance team, but nothing changed.

Hallo mein Auszahlungsstatus ist immernoch der gleiche also es steht das es immernoch in Bearbeitung ist .

Ich habe den Kundendienst informiert jedoch bekomme ich die Aussage wir verschnellern ihren Prozess wir sagen das dem Finanz Team aber es ändert sich nicht .

Hello Jean,

I sent you an email with all the details; did you receive it?

Hallo Jean,

ich hab ihnen eine Email mit den ganzen Details gesendet ist sie bei ihnen angekommen ?

Dear eric656

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Hello eric656,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Pistolo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which eric656 can expect their withdrawal to be processed?

Hi Martin,

More days have passed since then, and the payment status is still the same: "In Process".

Hallo Martin,

mittlerweile sind es noch mehr Tage vergangen und der Status der Auszahlung ist immernoch der selbe also auf „In Bearbeitung".

Dear Player,

Thank you for contacting us.

Please be advised that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Pistolo Casino Team

Dear casino representative,

thank you for your response, we will wait for the results of your review.

Dear Player,

Please rest assured that your recent withdrawal request has been forwarded to the relevant team.

You will be notified once it has been processed.

Thank you for your patience.

Kind regards,

Pistolo Casino Team

Hello dear Pistolo Team,

Could it be because I haven't had to do KYC yet, since I haven't had to verify myself so far?

Hallo Liebes Pistolo Team,

kann es vielleicht daran liegen das ich noch keine KYC machen musste, weil bisher musste ich mich noch nicht Verifizieren?

Dear parties,

thank you both for your continued cooperation.

Dear eric656,

please keep us updated on the status of your funds. In case there are no developments in the near future, we will ask the casino representative for an additional update.

Hi Martin,

It's still the same status, still "In Progress".

Nothing has changed there, and I haven't had to do a KYC yet.

Hallo Martin,

Es ist immernoch der selbe Status also immernoch „ In Bearbeitung"

und es hat sich da nichts geändert und eine KYC musste ich bisher auch nicht machen .

Dear eric656,

thank you for your recent response.

Dear casino representative,

can you please give us an update on the current proceedings?

Dear Player,

We are writing to provide an update on the status of your withdrawal requests.

We are pleased to inform you that all your pending withdrawal submissions were successfully scheduled for processing on May 4th.

Please note that, depending on your bank's specific processing times, it may take 3 to 5 working days for the funds to appear in your account. This timeframe is counted from the date of processing, May 4th.

At this time, there are no more outstanding payments on your account.

Thank you for your patience throughout this process.

Kind regards,

Pistolo Casino Team

Dear Pistolo Casino representative,

thank you for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until eric656 confirms his withdrawals have been paid out.

Dear eric656,

please let us know once your funds arrive.

Hi Martin,

All the money I withdrew has now arrived, except for the remaining €900 that are still in my Pistolo account. Many thanks again to the Casino Guru team and the Pistolo team for taking care of this.

Hallo Martin,

Mittlerweile ist das ganze Geld das ich ausgezahlt habe, bis auf die restlichen 900€ die noch auf meinem Pistolo Konto sind angekommen. Vielen dank nochmal an das Casino Guru Team und an das Pistolo Team das ihr euch darum gekümmert habt .

Dear eric656,

thank you for your kind words, we are always happy to help. Just to clarify, do you consider this matter to be resolved, or do you want to withdraw the remaining 900 EUR as well?

Yes, I also want to withdraw the 900 EUR.

ja die 900 EUR will ich auch noch abheben

Dear eric656,

thank you for the clarification. The complaint will remain opened until you receive the remaining potion of your funds, please keep us updated on the status of your withdrawal requests.

Hi Martin, I now have two outstanding payments, one for €500 and one for €400.

But only 2 days have passed, so nothing has changed yet.

Hallo Martin ich habe jetzt 2 austehende Auszahlungen einmal 500€ und einmal 400€

aber es sind erst 2 Tage vergangen also momentan hat sich noch nichts geändert.

Dear Player,

We are writing to provide an update on the status of your withdrawal requests.

Unfortunately, the last two withdrawal submissions have been cancelled by you before they reached the completion process. There are currently no outstanding payments in your account.

Please note that withdrawal requests typically take a minimum of three to five business days to process, starting from the day after the request is made or the day after the last withdrawal is processed. Please note that this timeframe excludes Saturdays, Sundays and public holidays.

We would also like to bring to your attention that, in our commitment to ensuring the security of all payments and full compliance with our security policy, there may be instances where additional checks are necessary, which could extend the processing time of payments.

Furthermore, we kindly advise you to avoid canceling withdrawal requests, as this will necessitate the initiation of the process anew.

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 eric656,

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,

Martin