Pistolo Casino - Игрок сталкивается с неоднократными аннулированиями вывода средств.

I have been trying for a week to withdraw my winnings, two withdrawals of €500, both of my withdrawals have now been cancelled/rejected a few times on the third day. I have not received any answer/explanation and they do not seem to take any responsibility for the matter. Every time I get the answer that "everything is fine, no worries, the withdrawal will be processed soon" and then it is cancelled anyway. I have also tried to ask them myself what I could do differently to make the withdrawal successful and so far they have not answered anything other than "change the withdrawal method and clear your cookies and cache". I have never had a similar problem with any other casino or payment provider. I used to use Zimpler for withdrawals and now I have changed to bank for withdrawals.

Olen yrittänyt viikon saada kotiutettua voittoni, kaksi 500€ suuruista kotiutusta, kumpikin kotiutuksistani on nyt muutaman kerran kolmantena päivänä peruttu/hylätty. En ole saanut asiaan mitään vastausta/selitystä eikä he tunnu ottavan mitään vastuuta asiasta. Joka kerta saa vastauksen että "kaikki kunnossa ei huolta, kotiutus käsitellään pian" ja sitten se kuitenkin peruutetaan. Olen myös yrittänyt itse kysyä heiltä että mitä voisin itse tehdä toisin jotta kotiutus onnistuisi ja toistaiseksi eivät ole vastanneet muuta kuin "vaihda kotiutustapaa sekä tyhjennä evästeet ja välimuisti". Vastaavaa ongelmaa ei ole ikinä ollut millään toisella kasinolla tai maksuntarjoajalla. Aikaisemmin käytin kotiutuksiin Zimpler:iä ja nyt vaihdoin pankki kotiutukseen.

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.

Hello,

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 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,

Attila

Dear Player,

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,
Attila
Casino.Guru