Pistolo Casino - Вывод средств игроками задерживается.

Hello, I won at Pistolo Casino and started requesting withdrawals on January 18, 2025. To this day, all withdrawals are still pending. I can't explain why.

Pistolo has not requested verification so far.

Guten Tag, ich habe im Pistolo Casino gewonnen und am 18.01.25 angefangen Auszahlungen zu beantragen. Bis heute sind alle auszahlungen ausstehend. Ich kann mir nicht erklären wieso das so ist.

Eine Verifizierung hat Pistolo auch nicht angefordert bis jetzt.

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. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• When was the last time you were in contact with casino support, and what did you discuss?
• Have you accumulated your winnings with the help of a bonus?

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

Hello, no, I haven't had any successful payouts yet; these are my first ones.

On January 27th, I received an email from the VIP Manager who wanted me to use my credit to continue playing and offered me 20% cashback in return.

I replied to him and asked when I would finally receive my payouts, and to this day I have received no answer, as if the only goal is to gamble away the money again as quickly as possible.

I still haven't received any money, and my account also says that it doesn't currently need to be verified.

I made my profit using the Crypto Bonus https://pistolo1.com/en/promotions/casino/welcome_crypto_offer

Guten Tag, nein ich hatte noch keine erfolgreiche Auszahlungen das sind meine ersten.

Am 27. Januar bekam ich eine Email vom VIP Manager der wollte dass ich mein Guthaben nutze zum weiterspielen und mir im Gegenzug 20% Cashback anbieten.

Ich habe ihm geantwortet und gefragt wann ich meine Auszahlungen endlich erhalte und bis heute keine Antwort darauf erhalten, als ob es nur darum geht möglich schnell das Geld wieder zu verzocken.

Ich habe immer noch kein Geld erhalten und in meinem Account steht auch dass mein Account derzeit nicht verifiziert werden muss.

Ich habe meinen Gewinn mit Hilfe des Crypto Bonus gemacht https://pistolo1.com/en/promotions/casino/welcome_crypto_offer

I'm still waiting for my payouts with no updates. Why is it taking so long? It's already been 19 days.

Ich warte immernoch auf meine Auszahlungen ohne Updates. Wieso dauert es solange, es sind schon 19 Tage.

Dear Nibadon,

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, Mirka ([email protected]). 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,

Tomas

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.

Dear Casino Guru,

The player is required to complete the account verification process.

We have formally escalated this request to our relevant department to determine the specific documentation required.

We will provide an update with the necessary requirements as soon as we receive their instructions.

Kind Regards,

Pistolo Team

Dear Pistolo Casino,

We will be waiting for your update.

Thank you for your cooperation.

And can you also explain why you made me wait a month and only informed me that I need to verify my identity after opening this complaint? I'm curious how much longer it will take until it's finally resolved.

Und können Sie auch erklären wieso Sie mich 1 Monat warten lassen und ich erst nach öffnen dieser Beschwerde mitgeteilt bekomme dass ich mich verifizieren soll? Ich bin gespannt wie lange es jetzt noch dauert bis es endlich abgeschlossen ist

Dear Casino Guru,

Account is currently undergoing a standard security review.

To finalize this, we require the following:

Proof of Identity: A valid ID and a selfie of you holding the ID with our website open on a screen in the background (Example: https://prnt.sc/i0vu4rbTuJ0r).

Proof of Residency: A PDF document (Utility Bill or Bank Statement) issued within the last 6 months (180 days) showing your registered name and address.

Kind regards,

Pistolo Team

Dear Nibadon,

Could you please confirm, if you have been able to submit the required documentation?

Thank you.

Hi, yes, I have uploaded all the documents.

Hi, ja ich habe alle Dokumente hochgeladen.

Dear Pistolo Casino,

Could you please provide us with an update on player's submitted document?

Thank you.

My selfie was rejected without reason and requested again. Better communication, such as explaining what was wrong with my selfie so it wouldn't be uploaded incorrectly a second time, would of course help to prevent this process from being unnecessarily prolonged, but unfortunately the casino didn't do that.

Proof of my crypto address and deposit slip were also requested.

I've uploaded both items and would like to point out that crypto wallets don't have a named owner like bank accounts. This is also the case for me, as my crypto address comes from the Trust Wallet. Therefore, I've taken a screenshot in the app confirming my address.

Mein Selfie wurde grundlos abgelehnt und erneut angefordert. Eine bessere Kommunikation wie das mitteilen was an meinem Selfie falsch war damit es kein zweites Mal "falsch" hochgeladen wird würde natürlich dazu beitragen dass dieser Prozess nicht weiter unnötig in die Länge gezogen wird, aber das hat das Casino leider nicht getan.

Es wurden ebenfalls Nachweise von meiner krypto Adresse und Einzahlungsbeleg angefordert.

Ich habe beide Sachen hochgeladen und merke hierzu an dass Krypto Wallets keinen namentlichen Halter haben wie es bei Bankkonten üblich ist. So ist es auch in meinem Fall da meine Krypto Adresse aus dem Trust Wallet stammt. Ich habe daher einen Screenshot in der App getätigt der meine Adresse bestätigt.

Dear Casino Guru,

The ID has been accepted; however, the following documents were rejected:

Proof of Address (POA): Rejected. Mobile phone bills are not an acceptable form of residency verification.

Selfie ID AOS: Rejected. The casino website was not visible in the background as required.

We are currently awaiting the following outstanding items to proceed:

• Valid Proof of Address (Utility bill or bank statement).
• Corrected Selfie ID AOS (With the website visible).
• Proof of Crypto Wallet Ownership.
• Proof of Crypto Deposit.

Kind regards,

Pistolo Team

No changes to my account.

Keine Veränderung in meinem Account..

Hello, all my documents are still showing as pending in my account. How am I supposed to make any progress like this? It's incredibly slow. I bet some other players would have already gambled away their winnings after this waiting time. But I won't.

Hallo, es sind immer noch alle Dokumente auf ausstehend in meinem Account. Wie soll man denn so Fortschritte machen das ist die totale Verzögerung, ich Wette manch anderer Spieler hätte seinen Gewinn schon wieder verzockt bei dieser Wartezeit. Das werde ich aber nicht tun.

Dear Pistolo Casino,

Would you be able to accept screenshot from the wallet interface as a proof of crypto wallet ownership, since as player mentioned, it is not possible to obtain such document when using a Trust Wallet.

Could you please also provide us with an update on player's verification process?

Thank you.

Dear Casino Guru,

We have forwarded your request to the relevant team and requested to prioritize the newly uploaded files for their review.

We will get back to you as soon as we receive an update from them.

Kind Regards

Pistolo Team

Hello, since my selfie has already been rejected several times, I'm posting the newly uploaded selfie here again for Casino Guru.

It contains all the details required by the casino: ID, my face, and the casino website visible on my MacBook.

I would also like to reiterate that I have already been waiting seven weeks for my payouts and would like to finally complete the verification process. You have received everything from me, and now I would like to receive my money.

Hallo, da mein Selfie bereits mehrfach abgelehnt wurde poste ich das neu hochgeladene selfie hier für Casino Guru auch nochmals

Es enthält alle vom Casino geforderten Details: Ausweis, mein Gesicht und die Casino Website auf meinem MacBook sichtbar.

Ich weise auch nochmals darauf hin dass ich bereits 7 Wochen auf meine Auszahlungen warte und endlich die Verifizierung zum Abschluss bringen möchte. Sie haben alles von mir erhalten und jetzt möchte ich bitte mein Geld erhalten.

Apparently my selfie has now been accepted, but my screenshot is still being rejected by Trust Wallet, and I'm being asked again for a new screenshot showing my name, address, email, and wallet address.

I have already written 3 times in this complaint:

I would like to reiterate that crypto wallets do not have a named owner as is common with bank accounts. This is also the case for me, as my crypto address originates from the Trust Wallet. Therefore, I have taken a screenshot in the app confirming my address.

Why am I still being harassed with the same requests? Is the verification process going to drag on until next year? Please, Pistolo Casino, finally approve the verification. I have provided all the documents that exist.

Scheinbar wurde meine Selfie nun akzeptiert aber weiterhin wird mein Screenshot von Trust Wallet abgelehnt und erneut nach einem neuen Screenshot gefragt der meinen Namen, Adresse, Email und Wallet Adresse zeigen soll.

Ich habe bereits 3 mal in dieser Beschwerde geschrieben:

Ich merke hierzu nochmals an dass Krypto Wallets keinen namentlichen Halter haben wie es bei Bankkonten üblich ist. So ist es auch in meinem Fall da meine Krypto Adresse aus dem Trust Wallet stammt. Ich habe daher einen Screenshot in der App getätigt der meine Adresse bestätigt.

Wieso werde ich denn weiterhin mit den gleichen anfragen schikaniert? Soll sich die Verifizierung bis ins nächste Jahr ziehen? Bitte Pistolo Casino, genehmigen Sie endlich die Verifizierung. Ich habe alle Dokumente zur Verfügung gestellt die existieren.

Dear Pistolo Casino,

Could you please specify, what information is required to be visible on the screenshot, and not visible on the one submitted by the player? Please keep in mind that, as mentioned earlier, personal information is not usually visible in crypto wallets, so he is not able to include it.

Thank you.