I asked for self exclusion many times and was enticed by casino manager to stay playing. I emailed many times after and still nothing done for nearly 20 days. The casino claimed it mailed me asking for confirmation but I clearly outlined my concerns about gambling and time spent playing.

Dear Bloodomen22,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pistolo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support via live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests from May 3rd and May 17th with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still active, I would recommend that you send another request, but this time, include me in the copy of your email. If the casino requires a follow-up confirmation, kindly provide it.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Pistolo Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

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

Best regards,

Tomas

Tomas

i replied to you via email. The account has since been closed. yes The email topic was self exclusion. i clearly stated reasons snd clearly stated with "Immediate effect" , the casino first enticed me with level 3 VIP status and various other offers and bonuses and an immediate withdrawal option.nearly 20 days later the account was closed after multiple emails multiple chats and multiple complaints.

Pistolo Casino clearly stated "account closure within 24 hours of notification by player" it does not state that the casino will follow up with an email to confirm closure and then action or restriction play. this is a deliberate dishonest method of then contacting the player with offers etc to entice them to stay which goes against responsible Gambling guidelines.

i request my money deposited from May 3rd be refunded

Thanks for your patience.

I went over the correspondence you shared; however, the communication from May 3rd and 17th you sent to the casino support is missing. Could you please share the full emails with me?

Looking forward to your reply.

Tomas, I sent the information you requested but here is a few also

Hello Bloodomen22, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Pistolo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have managed to find another way to contact the casino representatives, so hopefully they are all aware of this complaint now and will respond shortly.