Pistolo Casino - プレイヤーの出金が遅れている。

We were told a 3-5 day wait, now it's been 8 days. The support team is taking you for a fool. Everyone claims to be helping and tries to keep you calm, but nothing happens. I was even kicked out of the chat once. I've probably written to 20-30 support employees, but nothing helped. Today, on the eighth day, they told me to write an email to support, and they'll try to get back to you within 10 days. According to their guidelines, they're already way past the payout limit. Please make sure people don't deposit anything.

Wir wurde gesagt 3-5 Tage Warte Zeit jetzt sind es 8 Tage. Der Support verkauft ein für dumm alle behaupten eine zu helfen und versuchen eine ruhig zu halte aber es passiert nichts. Einmal wurde ich sogar aus dem Chat gekickt ich habe bestimmt schon mit 20-30 Mitarbeitern des Support geschrieben nichts hat geholfen heute am achten Tag sagen die mir ich soll eine email schreiben an den Support die versuchen sich innerhalb 10 Tagen zu melden laut deren Richtlinien sind die schon lange drüber was die Auszahlung angeht bitte guckt das die Leute da bloß nichts einzahlen

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nope! Since July 22nd, I've been writing to support several times a day, and I'm only being fobbed off with lame excuses. Support staff simply leave the chat because they don't know what to answer anymore, or I get kicked out and can't access the chat anymore—all that sort of thing. Some SPP employees have already apologized for the site's violation of its guidelines, but I think that was just another cheap trick to keep me waiting even longer.

My account is and was already fully verified before depositing into the casino, including at the time of withdrawal. Oh yes, I noticed that my VIP level was reset. I have hidden the first digits of the transaction ID, but here is the date, time, and amount.

nope seit dem 22 Juli schreibe ich jeden Tag den Support mehrmals an und werde nur mit billigen ausreden vertröstet und hin gehalten. Support Mitarbeiter verlassen mach mal einfach den Chat weil sie einfach nicht mehr wissen was sie antworten sollen oder ich werde gekickt und komme nicht mehr in den Chat rein all solche Geschichten. Einige spp Mitarbeiter haben selber schon dafür entschuldigt das die Seite ihre Richtlinien nicht einhält aber ich denke das war wieder ein billiger trink um mich noch weiter hinzuhalten

mein Konto ist und war schon vor der Einzahlung in das Casino komplett verifiziert also auch zum Zeitpunkt der Auszahlung, ach ja ich habe gemerkt das mein vip lvl zurückgesetzt wurde 😂 ich habe die ersten Zahlen der Transaktions id verdeckt aber hier das Datum Uhrzeit und der Betrag

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino to make sure they don’t need any additional documents or further verification steps from you?

Did you accumulate your winnings with or without an active bonus?

Do you currently have only this one withdrawal pending, or are you planning to request more withdrawals from your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru