Complaint #17 Pistolo Casino

No response after submitting KYC documents

By Pablo H.

4 months ago

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.

Disputed Casino Pistolo Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

3 months ago

Dear @PabloShow123,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Pistolo Casino

• Representative

3 months ago

Dear PabloShow123,

Thank you for your patience.

We are pleased to inform you that the refund of your remaining balance has been successfully processed and completed as of today, 19 March.

Please note that, depending on the payment method used and your bank's processing times, it may take three to five working days for the funds to appear in your account.

Now that payment has been processed, we consider the case to be resolved.

Thank you for your cooperation during the process.

Kind regards,
Pistolo Casino Team

AskGamblers

• Support Team

3 months ago

Dear @PabloShow123,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

PabloShow123

3 months ago

Dear Pistolo Casino Team,

Thank you for your response.

As requested, I will provide an alternative cryptocurrency wallet for the refund. I will use an Ethereum (ETH) wallet on the Ethereum network for this purpose.

This wallet belongs to me and I have full control over it. I have attached a screenshot from my HTX account showing the wallet and the wallet address, confirming that the wallet belongs to me.

I am also sending this information to this email address, as it was the contact used in the previous communication regarding my request.

Please let me know if you need any additional information so the refund can be processed.

Kind regards,
Pablo Henrique Camargo Araujo

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

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

Pistolo Long check KYC

Hello,

I would like to file a complaint regarding Pistolo Casino.
I have been waiting for the verification (KYC) of my account for over 3 weeks now.

All required documents were submitted correctly, and this was confirmed by the live chat support.
However, during these 3 weeks:

– I was not given any specific reason for the delay,
– I was not asked for any additional or missing documents,
– my withdrawals were cancelled and returned to my balance without explanation,
– support continues to respond with generic messages,
– I was refused a ticket number or any official confirmation of my case.

Every time I contact support, I only receive the same message:
“Your case is being reviewed by the responsible department.”

No timeline.
No reason.
No transparency.

Meanwhile, my funds remain blocked, and I am unable to withdraw anything.

I kindly request AskGamblers to assist in resolving this issue and help speed up the verification process so I can withdraw my funds.

My account details:
– Email linked to my Pistolo account: [email protected]
– Withdrawal amount: 7000PLN

Thank you for your support.

Resolved

zł7,000