Complaint #34
Pistolo Casino
Failure of responsible gambling duties and predatory VIP practices
5 days ago
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: michalczukmichal91@gmail.com
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: michalczukmichal91@gmail.com
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