Delayed withdrawal and prolonged verification process

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]

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,

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.

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.

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.

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.