Pistolo Casino - Запрос игрока на самоисключение был проигнорирован.

This casino has ignored my request to self exclude I have since lost oer $7000.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

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

Dear Charliejoe1234,

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,

Attila

We’ve reopened this complaint at the request of Charliejoe1234. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous message?

I look forward to your reply.

Hello Attila

I have emailed you the requested info. Rather than reopen this case I opened a new complaint i think it may be more straight forward. Should I just leave this one open? I can cancel the new complaint let me know what you think is best.

Thanks so much!

Hello Attila

I have emailed you the requested info. We can leave this complaint open but im seeking reimbursement for $10,280. The casino emailed me saying they are looking into the matter. I forwarded you that email also. Thanks so much!

Hello Attila

I received an email this morning saying they are sorry for the technical error on their side but no refund will be issued.

Thank you for your message. I can confirm that I have received your email, including the communication indicating that the casino was considering issuing a refund.

Could you please let me know if there have been any further updates regarding this matter since then?

In the meantime, to help us assess the case properly, could you please forward proof of all deposits made after your account was reopened? This may include transaction receipts, bank statements, e-wallet records, or screenshots from your casino transaction history showing the deposits in question.

I look forward to your reply.

Best regards,

Attila

Hello Attila

The casino replied apologizing for the technical error which allowed my account to be reopened but said no refund will be issued.

I will forward you screenshots of all my deposits since the account was reopened.

Thank you

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 ([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,

Attila

Hello Charliejoe1234,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. In case the account is still opened, 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? Why was the account reopened? As the player has issues with gambling, please block his account as soon as possible - if it hasn't been closed already. 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 [email protected]

Dear Casino Guru,

Deposits history has been requested and we are currently investigating this matter and will provide an update as soon as possible.

Kind Regards,

Pistolo Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review and the player's deposit history.

Dear Casino Guru,

Deposit history has been emailed to Martin, please check.

Kind Regards,

Pistolo Casino Team

Dear casino representative,

thank you for providing us with the requested documentation. According to our findings, it seems the player had deposited 12 435 CAD in total since 23rd of May 2026.

Could you please clarify, what was the exact date of the account reopening? Additionally, have there been any successful withdrawals made from the account?