A withdrawal that sits in pending while your balance stays untouched usually means the payout has not passed the account review yet. Most often it is an unfinished identity check, a payment detail that does not match your account name, or a bonus still tied to the funds.

Withdrawals that stay pending after the request

The player sees a withdrawal marked as pending for longer than expected while the money is gone from the playable balance.

• The identity check is incomplete or one document was rejected.
• The payout details do not match the name on the account.
• A bonus attached to the winnings still has conditions waiting.
• The account is flagged for a routine review after a large win.
• An earlier withdrawal is still being handled, so the new one waits behind it.

1. Open your account history and note the status of the request.
2. Compare the payout details with your registered name and address.
3. Correct any detail that differs, then save the change.
4. Check whether a bonus was active when you placed the winning bets.
5. Finish any bonus requirement before sending another request.
6. Upload any identity document the account still lacks.
7. Make sure the document photo shows all four corners and readable text.
8. Cancel a duplicate request if two withdrawals for the same amount exist.
9. Wait for the earlier request to finish before starting a new one.
10. Keep the balance untouched while the review runs.
11. Avoid placing new bets that could change the amount under review.
12. Note the time you sent the request for your own record.
13. Check the account messages for a note about missing documents.
14. Reply to any request for extra proof with a clear file.
15. Repeat the request only after every open item is cleared.
16. Contact support when the status has not changed and no message explains why.

Contact support in one message once the documents are complete and the status still shows pending with no explanation.

Deposits missing from the casino balance

The bank shows the money has left, but the playable balance on the account has not moved.

• The payment is still travelling between the bank and the casino.
• The deposit went to an old payment detail saved in the browser.
• The reference on the transfer does not match your player account.
• A payment provider held the transfer for a routine security review.
• The deposit landed on a second account opened by mistake.

1. Keep the bank receipt or transfer confirmation in front of you.
2. Note the exact amount, the time and the reference used.
3. Return to the cashier and refresh the balance before sending anything else.
4. Compare the payment detail you used with the one shown in the cashier.
5. Remove saved payment details that no longer match the current ones.
6. Check that the reference carried your player account number.
7. Look for a pending deposit entry in the account history.
8. Do not send a second deposit to the same detail in a hurry.
9. If you must retry, use the detail shown live in the cashier.
10. Save a screenshot of the cashier balance next to the bank record.
11. Check your messages for a note from the payments team.
12. Send the receipt only through the official support channel.
13. Keep the amount and reference in the same message for a faster match.
14. Watch the balance for the credit once the transfer clears.
15. Do not spend the money twice by treating it as lost and re-depositing.
16. Contact support when the bank confirms the transfer and the balance stays the same.

Contact support as soon as the transfer is confirmed as completed on the bank side and nothing appears on the account.

Pistolo pages and games that fail to load on a phone

On a phone browser the lobby may open while a game freezes on a blank screen, spins without starting, or drops back to the lobby mid-round. These faults usually come from the browser, the connection or the game session rather than the account, and players on https://pistolo.biz run into them most often on older phones with several tabs open.

• The phone browser is out of date or has a full cache.
• The connection drops when the phone switches between Wi-Fi and mobile data.
• Too many tabs or background apps are using the memory.
• The game session expired while the page stayed open.
• An ad blocker or privacy extension is blocking part of the page.

1. Close every other tab and background app on the phone.
2. Reload the page once and wait for the lobby to settle.
3. Clear the browser cache and cookies for the site.
4. Update the phone browser to its current version.
5. Turn off any ad blocker or privacy extension for the site.
6. Switch to one stable connection and stay on it.
7. Log in again so a fresh session is created.
8. Open one game at a time instead of several.
9. If a game freezes, close it fully before reopening it.
10. Use the phone browser rather than an in-app browser from a social feed.
11. Free storage space if the phone reports it is nearly full.
12. Restart the phone to clear leftover memory.
13. Try another game to see whether the fault follows one title.
14. Note which games fail and at what point they stop.
15. Avoid rotating the screen during a round, which can reset some games.
16. Contact support when one game keeps failing after a clean session and a stable connection.

Contact support when the same game fails on a stable connection after a cache clear and a fresh login.

Identity checks that stall or reject documents

The account shows verification as pending or a document as rejected, and play or payouts stay limited until it clears.

• The photo is blurred, cropped or showing glare.
• The document has expired or the details do not match the account.
• A corner of the document or the security feature is hidden.
• The proof of address is older than the period the check accepts.
• Only one side of a two-sided document was sent.

1. Open the verification section and read the reason given for each rejection.
2. Photograph the document on a flat, dark surface in good light.
3. Keep all four corners and the full text inside the frame.
4. Send both sides when the document has two.
5. Check that the name and address match the account exactly.
6. Use a document that has not expired.
7. For proof of address, use a recent bill or statement in your own name.
8. Send each document as a separate, clear file.
9. Avoid editing or filtering the images before sending.
10. Retype your details if a typing error shows on the profile.
11. Wait for the review to finish before sending the same file again.
12. Send only what the check asks for, not extra documents.
13. Keep a copy of everything you send.
14. Note the date each document was submitted.
15. Re-send a rejected document once, corrected, rather than repeatedly.
16. Contact support when the status stays pending after a corrected upload and no reason is shown.

Contact support when a corrected document is rejected again without a clear reason or the check never moves.

Keep your profile name, address and payout details identical everywhere, and finish verification before your first withdrawal request; that single habit prevents most pending payouts, missing deposits and stalled checks.