Complaint #1 Pistolo Casino

Ignored the self exclusion request

By Andy C.

1 year ago

Message on forum

I requested self exclusion a number of times which was ignored. The chat was unavailable. I mail a few occasions clearly stating self exclusion due to time spent. There is no option on the account apply limits. Withdrawals are deliberately delayed and the player hammered with bonus offers. I lost 2200 even after clearly stating self exclusion

Disputed Casino Pistolo Casino

Reason Self-exclusion

Discussion

AskGamblers

• Support Team

1 year 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.

Pistolo Casino

• Representative

1 year ago

Dear AskGamblers,

We would kindly request to check the information provided via email.

Thank you for your cooperation.

Kind Regards,
Pistolo Casino Team

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Bloodborne99

• Ireland • 4 reviews

1 year ago

Thank you for confirming that Pistolo did entice me to keep my account open with offers in direct contraction to responsible Gambling Guidelines.
I have yet to receive copies of the alleged emails to me and AskGamblers has also requested information that has not been provided.
I will kindly request Ask Gamblers make a ruling or decision based on the information provided.
Thank you

Pistolo Casino Complaint Stats

Resolved 21 / 21

Avg. Amount $1,051

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Pistolo Casino Complaints

See all complaints for this casino

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

Bonus not received even after wagering

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.

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

Non payment for over a week

After winning on this casino and requesting withdrawals, I have not been paid. It's been over a week and according to their limits they have not paid me anything at all. I would like to for them to begin the payments. Can we contact the casino and have a discussion here in public. I would like to accelerate this process that has not moved since the beginning

Resolved

$7,500