Pistolo Casino - O pagamento do jogador foi atrasado.

Requested 3 withdrawls 1 on 13th august and 2 on 14th August.my withdrawls are under review to this day and I've contacted via live chat and emails the support team which used almost same texts to re assure me that the payment department has been informed and actively working on my case and will fix it with high priority..on the contrary they stated that they can't give me details on the reason of the delay since they don't have access to such information and that they are sorry..nothing changed,I contacted them numerous times and all I get is pre-made texts...I've never withdrew any money from this site and I'm worried I won't get any,I'm really frustrated..

Dear player,

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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

It's been 14 days(13/8 to 26/8 ) while the casino refers to 2-3 business days payout...

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing changed,I contacted the support team once again but got the same answers,they are sorry and they can feel my frustration and they are working actively to resolve my issue and I have to wait..they sent another reminder to the financial department even though they don't have access to any financial information and they speeding up the process...I keep getting those responses days now,the only thing that changes is the name of the support agent every time but apart from that my withdrawal is under review..

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Is it possible that the delay is related to the fact that two of your withdrawal requests were submitted on the same day?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hello,in verification section it doesnt require any action by me ,it states that it seems that i dont have to verify anything..winnings came by real money,no free spins or bonus.i sent you an email with screenshots of live chats and emails between me and the casino.also sent you a screenshot of the verification section plus one from cashier section providing the exact date and time of each of my 3 withdrawals.ill sent you another 1 which shows the current stage of the process of my withdrawals to see that it's still under review ,even after contacting them often...please help me if you can..much appreciated

Hello,do we have any updates?sorry for interrupting but days go by and the casino doesnt seem to do anything,I've contacted them today too and still be asked to be patient...it's the 18th day of waiting for my payout

Dear player, have you received any of your withdrawals yet, or are they all still pending?

Still pending and support center is making fun of me...it's been 21 days and still nothing

I just contacted support center,everytime I was stating my problem with details so they used it telling me that they are sorry for the delay etc etc.today I had an idea ,I just opened the chat stating the subject to be withdrawals without providing anything else..the support agent then used his macro answers telling me to wait to check things and that he will come back to me with an answer..2 minutes later he states that they have a technical issue that is now resolved and my money is safe..then he asked for a thumbs up..they don't care and they show it...last agent I spoke with I stated in the description that I've been waiting 18 days since 13th august and she told me that she is sorry for waiting 18 business days...they don't even read what you type..I'm pretty sure they don't even check your account..they reply fast with a general excuse and then they ask you to rate chat..Dominica I wish u can help me out,I'm more than frustrated plus I can see other players complaining and that scam site gets away with it staying on 3rd place of high safety index and good reviews..in trustpilot there are 41 reviews of players that got scammed delayed ,refusal of account closure and more other Cases...what else do we need to see?

I sent you screenshots via another email to your email cause smth happened with the first that I sent you and the images weren't uploaded.i hope u can help me

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much,but I thought u were on the case,why that sudden change?

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pistolo Casino representative to join this conversation.

Dear Pistolo Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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

Dear Cas1337,

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,

Mirka