Complaint #30 Pistolo Casino

Bonus not received even after wagering

By ghalouz

3 weeks ago

I am filing a formal complaint against this casino for deceptive bonus practices that constitute a clear bait-and-switch scheme.

Before making any deposit, I contacted the casino's support team to inquire about the deposit bonus. I was explicitly promised a 100% bonus on my deposit, conditional on depositing and wagering. Based on this direct promise from the casino's own representative, I deposited $200 and completed the required wagering.

After wagering, I contacted support again to follow up on the bonus. I was told a second time that the bonus would be credited once my bets were settled. This was a second, unambiguous confirmation of the bonus from the casino's support team.

My bet settled as a loss. I then contacted support to claim the bonus that had been promised to me twice. At this point and only at this point support refused to issue the bonus, offering no valid explanation for their refusal.

The timing of this refusal is not coincidental. The casino confirmed the bonus while my funds were at risk, only to deny it the moment those funds were irrecoverably lost. This is a deliberate bait-and-switch:

— The casino used the promise of a bonus to induce my initial $200 deposit.
— They reconfirmed the bonus a second time while my funds were actively being wagered, preventing any possibility of withdrawal.
— They refused to honor their promise only after my bet was lost and my funds were fully unrecoverable.

Despite contacting support multiple times, I was never once informed of any eligibility restriction, exclusion, or condition that would prevent me from receiving the bonus. This information was deliberately withheld at every interaction until it was too late for me to protect my funds.

This is not an administrative error. This is a pattern of conduct designed to extract deposits from players under false pretenses.

I am requesting:
1. A full refund of my $200 deposit
2. A formal record of this casino's deceptive conduct on the AskGamblers platform

You will find below a record of my whole conversation with the pistolo chat, I always save conversations in case of problems.

Disputed Casino Pistolo Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

3 weeks ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Pistolo Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

ghalouz

3 weeks ago

Your explanation is not accurate.

After depositing and wagering, I contacted your support team, who checked my account directly in order to credit the bonus. They had access to my account, my data, and my betting activity. They clearly confirmed that they could see my bet was still unsettled and stated that once it was settled, I would receive the bonus.

Therefore, this was not general information. Your team reviewed my account and confirmed my eligibility after the deposit and wager had already been made.

Denying the bonus after your own support team confirmed it is misleading and could be considered a bait-and-switch practice.

You can either refund my funds, which would cost you nothing, or continue refusing responsibility. In that case, the case will remain unresolved, and for the sake of €0, you risk losing more clients once they understand that your company does not keep its promises and misleads players.

The choice is yours.

Pistolo Casino

• Representative

3 weeks ago

Dear AskGamblers Team and Player,

We would like to clarify the situation and the communication provided by our support team.

When a player intends to claim a Sports Welcome Bonus (or similar sports promotions), there are strict, mandatory qualification criteria that must be met before the bonus can be technically credited. Specifically, the initial deposit must be fully wagered on the sports betting section, and all associated bets must be fully settled.

When our support agents informed the player that they needed to wager their deposit, they were correctly explaining these prerequisite technical steps required by the promotional terms. Assisting a player with how to qualify for a promotion does not constitute a guarantee that the bonus will be automatically granted, as all accounts remain subject to final review by our relevant department.

Once the technical prerequisites were completed, the competent department reviewed the account and, in accordance with Clause 7.3, exercised the company's right to deny promotional eligibility:

"7.3 We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion (...) at our sole and absolute discretion. In the event of any dispute (...) Company’s decision shall be final and non-negotiable."

Since the $200 deposit was actively placed on sports wagers by the player to meet these initial criteria, the funds were fully utilized within the casino ecosystem. Therefore, according to Clause 6.6.2, a refund of these played funds is not possible.

We understand the player's frustration regarding the final outcome, but our support team acted transparently by explaining the rules, and the final decision remains governed by our General Terms and Conditions.

Best regards,
Pistolo Casino Team

ghalouz

3 weeks ago

askgamblers, as you can see they did not justify their actions. We can see in the conversations that support kept saying that I just need to play my deposit, its easy to push someone to play then avoid any responsibility and say no refund can be done, knowing they were the reason I played at the first time. In the screenshot their team said at least 6 times that I need to deposit and wager, different members of their teams confirmed that. This is shady and sketchy, if the casino refuses me, or my business they should refund and close the account.

Pistolo Casino Complaint Stats

Resolved 22 / 23

Avg. Amount $3,489

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Pistolo Casino Complaints

See all complaints for this casino

Unjustified delay of withdrawals

I am submitting this complaint because Pistolo Casino has been withholding two of my legitimate withdrawal requests without providing a valid explanation or any realistic timeframe for payment.

The first withdrawal is for **200,000 HUF**, requested to my **bank card**.

The second withdrawal is for **180,000 HUF**, requested to my **Revolut account**.

KYC ok, bonus not used.

I was only able to submit the second withdrawal after repeated attempts because the casino's website continuously displayed an error message and automatically returned the funds to my casino balance instead of processing the withdrawal. After several failed attempts, the withdrawal request was finally accepted.

Since then, both withdrawals have remained pending and blocked.

I have contacted **[[email protected]](mailto:[email protected])** several times regarding this issue. Unfortunately, I have only received generic template responses stating that they are "working on the issue," that there is a "technical problem," or similar explanations. None of these responses provided any concrete information, estimated resolution time, or actual progress.

I have also contacted the live chat support on multiple occasions. Instead of providing assistance, the agents repeatedly avoided answering my questions directly and continued to offer excuses without resolving the issue.

I have fully cooperated with the casino, and I believe these withdrawal requests are legitimate. The prolonged delay, lack of transparent communication, and repeated generic responses have left me with no choice but to seek assistance through AskGamblers.

I respectfully request that AskGamblers contact Pistolo Casino and help ensure that my legitimate withdrawals are processed without any further unnecessary delay.

Resolved

Ft380,000

Failure of responsible gambling duties and predatory VIP practices

Dear Dispute Mediation Team / Licensing Authority,
I am writing to lodge an official, urgent complaint against Pistolo Casino (Pistolo.com) regarding a severe, continuous, and systematic breach of Responsible Gambling regulations, failure to enforce self-exclusion requests, and predatory VIP retention practices over a period of more than 8 months.
I am submitting a fully documented timeline, backed by irrefutable email screenshots, which proves that the casino deliberately obstructed my long-term self-exclusion requests and weaponized marketing bonuses against me during severe mental health crises, leading to complete financial ruin for myself and my father.
Timeline of Systematic Negligence and License Breaches:
1. October 16, 2025 (Obstruction of Long-Term Exclusion):
I formally and explicitly requested a 6-month account closure due to a severe gambling problem, stating in writing: “Please change my account for 6 months. I definitely need a break.” , the VIP team ignored my requested 6-month timeframe, manipulated my vulnerability, and forced an arbitrary shorter break of only 8 weeks instead. Immediately upon the expiry of these 8 weeks, VIP Manager Leo aggressively targeted me with predatory marketing, offering a €50 cash gift and deposit bonuses to pull me straight back into active gambling.
2. February 22-23, 2026 (Predatory Incentives During Crisis):
As my addiction escalated out of control, I explicitly tried to stop the nightmare again, requesting a 6-month closure (“Please close accounts 6 mc. I need break”). On February 23, I explicitly warned the VIP department in writing that I had completely lost control of my finances: “No limit deposits this problem.” Instead of instantly locking the account under mandatory self-exclusion laws, the VIP team weaponized retention bonuses against me while knowing I was a severe addict, which is proven by my forced response: “Thank you Bonus”.
3. May 19 – June 9, 2026 (Systemic System Failure & Direct Deception):
On May 19, 2026, , I explicitly declared a gambling problem again ("problem with limitations"). VIP Manager Amelia actively delayed the process by using retention tactics and offering alternative short-term breaks. Even though I replied immediately on May 19 with a strict confirmation: “Hi Yes please close 8 weeks,” the casino failed to apply the technical lock. They left the deposit and login systems fully active for 21 days.
Because of this delayed self-exclusion, I was allowed to continue depositing until June 9, draining all my life savings. On June 9, Amelia finally closed the account, explicitly acknowledging my addiction in writing (“sorry to hear that gambling has had such a difficult impact for you”). Shockingly, on June 11, 2026, a representative named Nina sent an official rejection, falsely claiming: “Unfortunately, we did not receive your confirmation of closure.” This is a complete fabrication directly contradicted by my timestamped evidence.
Conclusion and Demands:
Had Pistolo Casino respected my very first request for a 6-month exclusion in October 2025, or my mandatory addiction declarations in February and May 2026, I would have been technically blocked from depositing, and this financial catastrophe would have been prevented. The casino is entirely liable for all funds accepted during these periods of gross systemic negligence.
I demand:
A full, comprehensive, independent audit of my account data from October 16, 2025, to June 9, 2026.
A 100% refund of all deposits processed after my initial October 2025 self-exclusion request, as these transactions were executed unlawfully.
I have attached the sequential, bulletproof chain of email evidence supporting this complaint.
Kind regards,
Michał Michalczuk
Registered Email: [email protected]

Unresolved

€50,000

Self excluded permanently

Dear Pistolo Casino Support,

I am writing once again to request the immediate and permanent closure of my account.

I have sent multiple emails requesting that my account be closed, yet my requests have not been respected. Instead of processing my closure request, I continue to receive bonuses, promotions, and offers encouraging me to keep gambling.

Please consider this my final request. I do not wish to receive any further promotional communications, bonuses, or marketing materials. I am requesting that my account be permanently closed and that I be excluded from all future gambling activities on your platform.

I would appreciate written confirmation that my account has been permanently closed and that all marketing communications have been stopped.

Thank you for your immediate attention to this matter.

Sincerely,

Resolved

Marketing spam without consent

Pistolo continuously sends me marketing by email and SMS even though I have asked them to stop it multiple times. Unsubscribing will not stop it either. They have promised several times to stop it yet I still receive the spam from them. I demand them to explain me whether they are unwilling or incapable of stopping it. I also demand them to stop all marketing immediately. Attached some emails with them.

Resolved

Withdrawal delayed for days

Hi,

I am writing a complaint regarding my withdrawal, which I made on 11.5.2026.

Today, it is 22.5.2026, and I still haven't received any news.

They are always saying it could be processed every day and that I need to stay patient.

I would just kindly ask you if you could check the situation with them and help me

Thank you

Resolved

€500

Delayed payment and blocked email

I made withdrawal at 1.5.2026 and now 8.5.2026 it hasn't been processed or paid yet. I tried to ask about it via email and my email has been blocked. From chat I get same answer that " payment is to be processed soon. I did not play with bonus or my account doesn't need verification. Pistolo website gives info that payments are been processed within 1 - 3 business days. This is unacceptable business practice towards paying customers.

Resolved

€500

The payment is delayed from 12/3/2036

This is a message for pistolo.

The payment is delayed from 12/3/2036.

In the terms of use it takes maximum 3 day's to pay the customer. On my account, i used the live chat, but it's every time the same answer" we are working on it.

They do it every time again but there changes nothing. For me they cheat the customers every time again and again

Resolved

Account closure money witheld 1132

Hello,

this complaint is to advise of Pistolo Casino's locking me out of my account as of Feb 6th, 2026 and withholding my funds.

Ive lost over $8000 CAD in this website and not i get locked out and theyre withholding the $1132 that was left in my account.

Ive gone to live chat multiple times and they told me to contact them via customer support email. My VIP host was answeringI did and all of a sudden communication just stopped one day.

The first email was Feb 6, 2026 with my pistolo vip host, he asked for a screenshot of the error when logging in, then another customer service rep answered on Feb 11, 2026 and said he changed my password and it should be ok.

It was not, I am still logged out. I told them this.

Feb 12, 2026 i get an email from Ethan VIP Management team saying that my account is under review. Ive sent multiple follow up emails and have not heard back from them.

At this point, I can only assume that my money is being stolen by Pistolo after theyve already taken $8000 from me, fairly, I lost it playing. But this $1132 is mine and I dont deserve this treatment.

Resolved

$1,132

Delayed withdrawal and prolonged verification process

I am writing to file a formal complaint regarding a withdrawal request that has been pending since January 9th, 2026.

On January 9th, I requested a withdrawal of 570,000 HUF after winning at Pistolo Casino. Despite my request being made nearly two months ago, I have yet to receive my funds.

For the past four weeks, I have been told that my documents are "under review." However, I have received no meaningful updates or information regarding the status of this verification process or when I can expect my payment to be finalized.

I have complied with all requirements, yet the delay has become unreasonable. I request that my account verification be completed immediately and my withdrawal processed without further delay.

I look forward to your prompt response and a resolution to this matter.

< first name removed >

< email address removed >

Resolved

Ft570,000

No response after submitting KYC documents

I am facing a verification issue with Pistolo.
The platform requested identity verification (KYC), and I fully complied with all requirements. I submitted:
• Photos holding my ID document
• Front and back of the document
• Selfie as requested

After submitting all the requested documents, I have not received any response or update from the support team. My account remains pending, and I am unable to proceed normally.
I have tried contacting support, but there has been no resolution or clear timeline.
I kindly ask AskGamblers to assist in resolving this issue and request Pistolo to review my documents and complete the verification process as soon as possible.

Resolved