Pistolo Casino - Аккаунт игрока был закрыт.

Here's the story, I'll try to summarize it as much as possible, I started using the gun and everything was ok, I lost a bit of money (about 400 euros) then at the end I managed to recover something, I made some withdrawals and ok, if it weren't for a withdrawal of 140 euros made on 08/30/2025 (14 days ago) and it didn't arrive,

I wrote to support and emails every day and they always said the same thing, today in a moment of anger I accidentally said "I END MY LIFE" but I was clearly joking and they blocked my account with 240 euros of pending withdrawals and now they ignore me and I'm desperate because I really needed that money for important things

Ecco la storia provo a sintetizzarla il più possibile, ho iniziato ad usare pistolo e tutto ok, perdo un po di soldi ( circa 400 euro) poi all'ultimo riesco a recuperare qualcosina, faccio qualche prelievo e ok, se non fosse per un prelievo da 140euro fatto il 30/08/2025 ( 14 giorni fa) e non arriva,

ho scritto ogni giorno al supporto e alle mail e dicevano sempre la stessa cosa, oggi in un momento di rabbia ho detto per sbaglio " I END MY LIFE" ma stavo palesemente scherzando e mi hanno bloccato l'account con 240 euro di prelievi in sospeso e ora mi ignorano e sono disperato perchè quei soldi mi servivano davvero per cose importanti

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I understand that waiting for the withdrawal of your winnings can be very stressful and that the days of waiting may feel endless. Even though we live in the 21st century, it is still quite common for casinos to take up to two weeks to process withdrawal requests. Generally, this is the timeframe we recommend players allow for their withdrawals to be processed and paid out. The delay is not always caused by the casino itself—it may result from issues with the verification of a player’s identity, an investigation of the gameplay, or delays caused by the payment provider.

Any remarks that may suggest you are struggling with mental health issues connected to gambling are taken seriously by casinos. In an attempt to act responsibly and ensure your safety, the casino blocked your account after you mentioned wanting to end your life. However, once your account has been closed due to safe gambling concerns, the casino should inform you about the procedure regarding the payout of your remaining balance.

• Could you kindly specify whether you received any emails from the casino after your account was closed? If not, have you tried contacting their customer support via email to ask about the payout of your remaining balance?
• Has the casino informed you whether your account was blocked permanently or only temporarily?
• Have you completed full KYC verification, or at least submitted any identity documents for verification?

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

Best regards

Veronika

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so there were 2 withdrawals, one for 120 and the other for 140, this morning the 120 arrived within 5 days (like all the previous ones) while this one for 140 euros (made on 08/30) hasn't arrived yet.

The account has been permanently blocked but support told me that the withdrawals are still being paid, in fact this morning the 120 one arrived.

the problem is that there is this withdrawal of 140 euros that I have been waiting for for 15-16 days now

allora erano 2 prelievi uno da 120 e l'altro da 140, stamattina è arrivato quello da 120 entro i 5 giorni ( come tutti gli altri precedenti) mentre questo da 140 euro ( fatto il 30/08 ) non ancora arriva.

l'account è stato bloccato permanentemente ma il supporto mi ha detto che i prelievi sono comunque in fase di pagamento, infatti stamattina quello da 120 è arrivato.

il problema quindi è che c'è questo prelievo da 140 euro che sono ormai 15-16 giorni che aspetto

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

Dear Paride95,

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,

Veronika