You click the sign-up button on Pistolo and the screen freezes or shows an error, so you cannot finish creating your account. The most common cause is a mismatch between the details you entered and the documents you will later provide for verification.

Identity verification stuck or documents rejected

After uploading your ID, the status stays on pending or you receive a rejection notice, so you cannot complete sign up. Common reasons include blurry images, expired documents, a name mismatch, an incomplete selfie, or a file that is too large.

• Photos are blurry, cropped, or show glare.
• The ID has expired or is not a accepted type.
• Your name on the account differs from the document.
• The selfie does not clearly show your face.
• The file format or size is not supported.

1. Take a new photo of your ID on a flat surface with good lighting.
2. Make sure all four corners and text are visible.
3. Check that the document is still valid and not damaged.
4. Enter your name exactly as it appears on the ID.
5. For the selfie, hold the document next to your face and look at the camera.
6. Avoid hats, sunglasses, or filters in the selfie.
7. Upload files in JPG or PNG format and keep them under the size limit.
8. If the upload fails, try a different browser or a phone browser.
9. Do not submit the same document more than twice in a row.
10. Wait for the review to finish before uploading again.
11. Check your email for any message from the verification team.
12. Reply to that message with the requested document if asked.
13. Make sure your address proof shows your name and is recent.
14. If you use a nickname on the account, change it to your legal name.
15. Contact support only after you have corrected the issue and still see a rejection.

Contact support if your documents are clear and valid but the rejection continues after two attempts.

Welcome bonus or free spins missing after sign up

You finish registration and expect the welcome bonus or free spins, but your balance shows no bonus and the bonus section is empty. The usual causes are a missing bonus code, a deposit that did not qualify, a bonus already claimed, a country restriction, or a technical delay.

• You did not enter the bonus code during sign up or deposit.
• Your first deposit was below the minimum for the offer.
• You already used a welcome bonus on Pistolo casino online.
• Your account country is not eligible for the offer.
• The bonus is still being processed on the server.

1. Log in to Pistolo sign up and open the bonus or promotions section.
2. Check whether the welcome bonus appears as active or expired.
3. If you have a code, enter it in the bonus code field before depositing.
4. Make sure your deposit meets the minimum amount shown for the offer.
5. Complete your profile details before claiming any bonus.
6. If you used a deposit method that is excluded, try another method next time.
7. Clear your browser cache and log in again to refresh the bonus status.
8. Check your email for a confirmation that the bonus was added.
9. Open the pokies section and see if free spins appear on the eligible game.
10. If the spins are there but not loading, switch to a phone browser.
11. Wait a few minutes and refresh the page once.
12. Do not make a second deposit hoping to trigger the bonus.
13. Note the time you claimed the bonus and the amount you deposited.
14. Contact support if the bonus is still missing after you have checked the code and minimum deposit.

Contact support with your deposit reference and the bonus name if the offer does not appear within a short wait.

Withdrawal pending longer than expected

You request a withdrawal and the status stays pending for longer than you expected, so the money is not in your account. Common causes are incomplete KYC, a bonus still in play, a pending deposit, a security review, or a payment provider delay.

• Your identity verification is not yet approved.
• You have an active bonus with unfinished play conditions.
• A recent deposit has not cleared.
• The account is under a routine security check.
• The payment provider is experiencing a delay.

1. Open your account and check the KYC status.
2. If verification is pending, upload the requested documents again.
3. Check the bonus section for any active offer that must be completed first.
4. Finish the required play on the bonus before requesting another withdrawal.
5. Make sure your deposit has fully cleared on the casino balance.
6. Check that your withdrawal method matches the deposit method where required.
7. Look for an email from the security team asking for more information.
8. Reply to that email promptly with the requested details.
9. Do not cancel and resubmit the withdrawal repeatedly.
10. Note the withdrawal reference number from your history.
11. Wait for the pending status to change to processing.
12. If the status is still pending after a reasonable wait, gather your documents.
13. Contact support with the reference number and a clear description.
14. Ask for the specific reason the withdrawal is held.

Contact support if the withdrawal is still pending after you have confirmed KYC approval and no active bonus.

Deposit left your bank but not on the casino balance

Your bank shows the deposit as completed, but your Pistolo balance does not reflect the amount, so you cannot play. This can happen due to a pending payment review, a wrong deposit reference, a currency mismatch, a browser session issue, or a delay between the bank and the casino.

• The payment is still under review by the provider.
• The deposit reference or account number was entered incorrectly.
• The currency of the deposit does not match your casino account.
• Your session expired during the deposit.
• The bank and casino systems have not yet synchronized.

1. Refresh your browser and log in to your account again.
2. Check your transaction history on Pistolo for the deposit.
3. Compare the amount and reference with your bank statement.
4. If the deposit is listed as pending, wait for it to clear.
5. Make sure you used the correct payment details shown in the cashier.
6. Check that the currency of your deposit matches your account currency.
7. If you used a phone browser, clear cookies and try again.
8. Do not repeat the deposit until you confirm it is missing.
9. Take a screenshot of the bank transaction for your records.
10. Note the date, amount, and reference number.
11. Contact your bank to confirm the payment was sent successfully.
12. Ask your bank for a transaction reference if you do not have one.
13. Contact casino support with the screenshot and reference.
14. Ask support to trace the deposit and credit your balance.

Contact support as soon as you have the bank reference and the deposit is not visible in your history.

Before you click sign up, use your legal name and a single email address, and complete verification early so bonuses, withdrawals, and deposits all match your account.