Pistolo Casino - A retirada do jogador está atrasada.

I started playing at the casino with a bonus from a friend + a €50 deposit.

I then won a larger sum.

I then wanted to withdraw this money, so I ordered three €500 withdrawals in three days. After some time, I received a verification request.

This has been going on for eight weeks now. Each time, something different has supposedly been missing.

I sent my Visa bank statements there over 10 times, and eventually they were accepted.

Now they want the statements from the account that tops up my Visa.

I submitted this nine days ago. Again, no response.

In the live chat I am always put off and promised that an email will arrive within a few hours.

the support and VIP email address doesn't respond at all.

what should I do now.

I don't want to give up the money I'm entitled to!

Ich habe mit einem Bonus von einem Bekannten + 50€ Einzahlung bei dem Casino begonnen zu spielen.

mich hab dann eine größere Summe gewonnen.

diese wollte ich dann auszahlen, habe 3x 500€ in 3 Tagen in Auftrag gegeben. Nachdem einige Zeit verging kam die Aufforderung zur Verifizierung.

dies dauert nun schon 8 Wochen. Jedesmal hat angeblich etwas anderes gefehlt.

mich habe meine Kontoauszüge der Visa über 10 mal dahin geschickt, irgendwann wurden diese akzeptiert.

nun wollen sie die Auszüge von dem Konto das meine Visa auffüllt.

diese habe ich vor 9 Tagen eingereicht. Es kommt wieder keinerlei Antwort.

im live Chat werde ich immer vertröstet und mir wird versprochen das innerhalb ein paar Stunden eine Mail kommt.

die Support und vip Mail Adresse antwortet garnicht erst.

was soll ich nun tun.

mich möchte nicht auf mein Geld was mir zusteht verzichten!

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Do I understand correctly that you activated and played with a referral bonus?
• When did you make a deposit?
• Do I understand correctly that you provided bank account statements for 2 bank accounts altogether? Are both of them in your name?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good day,

I played slots with a welcome bonus.

On August 6, 2025, I made the deposit.

Yes, I provided everything once from my Visa card + once from my regular bank card.

Unfortunately, I don't have many pictures of the live chats.

and there were almost no answers to email support.

There is also an update.

After 10 days my data was accepted for verification.

But I still have to submit my bank statements from my normal account from July.

I have now done so as requested.

I don't know if it will take another 10 days.

It has now been almost 9 weeks since my winnings and first withdrawal attempt.

Guten Tag,

ich habe Slots gespielt. Mit einem Willkommensbonus.

man 06.08.2025 habe ich die Einzahlung getätigt.

Ja ich habe einmal alles von meiner Visa Karte bereitgestellt + 1 mal von meiner normalen bankkarte.

von den Live Chats habe ich leider nicht viele Bilder.

und auf dem email Support gab es so gut wie keine Antworten.

es gibt auch ein Update.

nach 10 Tagen wurden meine Daten zur Verifizierung angenommen.

nur soll ich aber noch meine Kontoauszüge meines normalen Kontos vom Juli nachreichen.

das habe ich jetzt auch laut Aufforderung getan.

Ich weiß nicht ob es jetzt wieder 10 Tage dauert.

es sind nun mittlerweile fast 9 Wochen vergangen seit meinem Gewinn und ersten Auszahlversuch.

I understand your concerns.

Please send me screenshots of your exchanges with the casino as supporting evidence. My email is tomas@casino.guru

Dear Loebex,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru