Pistolo Casino - O jogador está com problemas relacionados à autoexclusão e solicita 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

All documents and photos of the deposits have been sent to the email address mailto:jean.s@casino.guru . Regards

[redacted]

Wszystkie dokumenty oraz zdjęcia wpłat zostały wysłane na adres mailowy mailto:jean.s@casino.guru. Pozdrawiam

[redacted]

Thank you for your emails.

I can see here that the casino replied to your account closure request you sent on June 10. On June 12, the casino replied giving you the option of a temporary break or a complete closure of your account. Did you reply to this message? If so, please send the reply.

You also mentioned that your account is still accessible. Did you send other account closure requests? If so, please send the emails to jean.s@casino.guru. If not, then please send self-exclusion requests as soon as possible to protect yourself from gambling.

As I understand that you are suffering from gambling addiction, then it is important to request self-exclusion and not just an account closure as soon as possible. With self-exclusion, the casino agrees not to reopen the account or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Pistolo Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Pistolo Casino and keep me informed about any further developments. Thank you in advance.

All information regarding the dispute has been sent by email.

Wszystkie informacje dotyczące sporu zostały wysłane na maila.

Dear Sandra1111,

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

Hello Sandra1111,

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 ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also 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? As the player has issues with gambling, please block their account as soon as possible. Afterwards, would you be able to provide us with their deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear all,

kindly be informed that customer's account was already closed permanently on June 20th, 2026.

Due to technical issues customer's account remained open since he requested the closure which was mentioned.

We apologize about this issue. Also, transaction history was now sent to your email.

Please do not hesitate to contact us for any further question.

Best Regards,

Team Pistolo

Dear casino representative,

Thank you for your response and for providing the player’s deposit history.

Considering the technical issue, the delay in account closure, as well as the necessary processing time on the casino’s side, would you be willing to refund all deposits made from 13 June onwards, in the total amount of 8,781 PLN?

If you disagree with this proposal, please let us know your point of view. Additionally, a transcript of the player’s live chat communication, including the relevant dates, would also be helpful.

Best regards,

Martin

Dear all,

we just wanted to let you know that we are checking the case with our relevant department.

Once there is update you will be informed accordingly.

Thank you in advance for the understanding and patience.

Best Regards,

Team Pistolo

Dear casino representative,

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

Dear all,

thank you for the patience.

We have reviewed the case and as we can see when the customer requested closure on 8th of June we offered the customer 2 options - permanent closure or a break. There was no response on customer's side therefore the account was not closed back then.

We hope this clarifies the matter.

Best Regards,

Team Pistolo

Dear casino representative,

Thank you for your response.

To clarify our current understanding, the player’s email of 10 June explicitly requested that the account be closed due to gambling addiction. Your subsequent response also acknowledged the responsible-gambling nature of the request. In our view, the original instruction was sufficiently clear and should not have remained conditional on the player confirming the decision once again.

Additionally, could you also clarify your earlier statement that the account remained open due to technical issues and was permanently closed on 20 June? Was this a musinderstanding during earlier review?

Lastly, is the 8th of June reference tied to a livechat request?

Nevertheless, considering the explicit addiction disclosure and the continued gambling activity, we ask you to reconsider our proposed refund of 8,781 PLN. In case you disagree, please let us know so we can proceed accordingly.

Best regards,

Martin

Dear Martin,

thank you for the reply.

We are checking the case with our relevant department and will inform you as soon as there is update.

Thank you for the understanding.

Best Regards,

Team Pistolo

Dear casino representative,

thank you for keeping us in the loop, we will be awaiting your decision. Additionally, could you please provide us with an approximate timeframe in which you will be able to issue the response?

Dear all,

thank you for the patience.

Pursuant to a decision, we are prepared to issue a refund for the total deposited amount of 8781 PLN.

In order for us to proceed with the request you will need the following bank account information from the customer:

                Full Name (please include all names including middle names)

                E-mail

                Bank Account’s Owner name

                IBAN/Account no.

                Bank Name

                Bank location (Country)

                SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best regards,

Team Pistolo

Dear parties,

thank you both for keeping us updated.

Dear casino representative,

please let us know once the funds are processed on your side.

Dear all,

thank you for the provided information.

We can now confirm that the refund was sent from our side.

We appreciate the cooperation regarding the matter.

Best Regards,

Team Pistolo

Dear Casino representative,

thank you very much for the update and your cooperation throughout this complaint. I will leave this complaint open until Sandra1111 confirms her withdrawals have been paid out.

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

Dear Sandra1111,

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