Queja #30 Pistolo Casino

Bonus not received even after wagering

Por ghalouz

hace 1 día

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.

Casino en conflicto Pistolo Casino

Motivo Infracción de los términos de los bonos

Discusión

Quedan 80 horas para que Pistolo Casino responda.

ghalouz

hace 15 horas

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

• Representative

hace 15 horas

Dear Player,

Thank you for your message. We have reviewed your account and your bonus claim.

While we understand your disappointment, we must inform you that all promotions and refunds are governed strictly by our General Terms and Conditions.

Regarding your request for a refund of the $200 deposit, this cannot be granted as the funds were already used to place a bet. According to Clause 6.6.2:

"6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet."

Regarding the denial of the bonus, our management reserves the right to determine promotional eligibility at its sole discretion. According to Clause 7.3:

"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."

Based on these terms, we are unable to credit the bonus or issue a refund. Thank you for your understanding.

Best regards,
Pistolo Casino Team

Estadísticas de quejas de Pistolo Casino

Resueltas 18 / 20

Cantidad promedio $1,444

Duración media de quejas 5 días

Tiempo de respuesta promedio 2 días

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< first name removed >

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