When a withdrawal sits pending at Pistolo longer than it did at your previous casino, the usual cause is an unfinished identity check or a payment method that does not match your account name. The same delay pattern appears when the request was made before the bonus playthrough was complete.

Pending withdrawal that has not been processed

Your cash-out request still shows as pending in the account area, and the balance has not moved to your payment method. The delay comes from a few common sources.

• The identity check has not been completed, so the payment team cannot release funds.
• Your account name and the payment method holder name do not match exactly.
• Bonus funds are still tied to a playthrough requirement that has not been met.
• A first withdrawal needs manual review, which adds a queue step.
• There is a technical hold on the request because of a duplicated submission.

1. Open the withdrawal history and confirm the request status.
2. Complete any outstanding identity documents in the account settings.
3. Match the payment method name to your registered name before requesting again.
4. Finish any remaining bonus playthrough shown on the bonus page.
5. Cancel a duplicate request if you submitted the same amount twice.
6. Wait for the review queue to clear before sending a second request.
7. Keep the withdrawal request active and avoid changing your payment details mid-review.
8. Contact support only after the status has stayed pending through one full review cycle.

Reach out to support when the status has not changed after you have completed the identity check and met the bonus conditions.

Deposit missing from the casino balance

The bank shows the payment as sent, but the Pistolo balance still displays the previous amount. The mismatch usually comes from one of these causes.

• The payment is still being processed between the bank and the casino.
• A reference or account number was entered incorrectly during the deposit.
• The deposit was made to an old payment detail that is no longer active.
• The payment was flagged by the bank for a routine security review.
• The deposit was split into two smaller transactions that have not both arrived.

1. Take a screenshot of the bank transaction showing the amount and the recipient.
2. Refresh the Pistolo balance after a short wait.
3. Check that the deposit reference matches the one shown in your account.
4. Confirm you used the current payment details from the cashier page.
5. Look for two separate transactions if the amount was split.
6. Contact your bank to confirm the payment was not held for review.
7. Send the screenshot and the transaction ID to Pistolo support.
8. Do not send a second deposit while the first is being traced.

Contact support when the bank confirms the payment left and the balance still does not show it after the review window.

Cannot log in or account locked after failed attempts

The login screen returns an error, or a message says the account is locked after several wrong password entries. These are the usual reasons.

• The password was typed with a different keyboard layout or case.
• Too many failed attempts triggered a temporary lock.
• Two-factor authentication codes are out of sync with the phone clock.
• The account is logged in on another device and the session is still active.

1. Use the show-password option to check exactly what you typed.
2. Try the login on a phone browser instead of a saved session.
3. Wait for the temporary lock to expire before trying again.
4. Use the password reset link sent to your registered email.
5. Check the phone clock is set to automatic time for 2FA codes.
6. Log out of other devices from the account security page if you can still access it.
7. If the lock remains, contact https://pistolo.io support with your username and the error message.
8. Do not create a second account while the first is locked.

Contact support when the lock does not clear after the reset and the 2FA steps have been checked.

Welcome bonus or free spins not credited

The account shows no bonus balance or free spins after a qualifying first deposit. The cause is usually one of the following.

• The bonus code was not entered at the time of the deposit.
• The deposit was made with a method excluded from the welcome offer.
• The bonus was already claimed on an earlier account.
• The free spins require a separate activation step after the deposit.
• The bonus terms for the offer have changed since you signed up.

1. Check the bonus page for an activate button next to the welcome offer.
2. Confirm the deposit was the first one made on the account.
3. Enter the correct bonus code in the cashier before making another deposit.
4. Verify that the payment method used is allowed for the welcome offer.
5. Look for a message saying the bonus was already claimed.
6. Complete any required profile fields that the bonus needs.
7. Contact support with the deposit reference and the bonus name if it still does not appear.
8. Do not make a second deposit for the same offer until the first is resolved.

Contact support when the deposit qualifies and the bonus is still missing after the activation step.

Use the same name on your payment method as on your Pistolo account, and finish the identity check before your first withdrawal; that single habit removes most of these delays.