Why has my deposit left my bank but not appeared in my Pistolo balance? The most common cause is a pending transaction that the casino has not yet received or processed.

Deposit Taken but Balance Unchanged

The player sees the money gone from the bank account while the casino balance stays the same.

• The bank has sent the funds but the payment provider has not yet passed them on
• The deposit was made to a different account than the one logged in
• A bonus code was entered but the deposit did not meet the bonus conditions
• The payment was flagged for a routine security check
• The bank marked the transaction as pending and has not released it

1. Refresh the balance page and log out, then log back in to the Pistolo casino.
2. Open the transaction history and look for the deposit entry and its status.
3. Check the bank statement again to see whether the payment is still pending or completed.
4. Confirm that the deposit went to the account you are currently using.
5. If a bonus code was used, check whether the deposit qualified for the offer.
6. Make sure no other Pistolo casino login is open in another browser tab.
7. Clear the browser cache and reload the page once more.
8. Try a small test deposit to see whether new payments arrive normally.
9. Note the date, amount and reference of the missing deposit.
10. Wait for the payment provider to finish processing before taking further action.
11. If the bank shows the payment as completed but the balance is still empty, gather a screenshot.
12. Send the screenshot and the reference number to support in one message.
13. Keep the reply open until support confirms the deposit status.

Contact support when the bank shows the payment as completed and the balance is still empty after a full logout and login.

Phone Browser Loading and Game Errors

The player sees a blank page, spinning loader or games that close on their phone.

• A weak or unstable mobile connection
• An outdated phone browser
• Cached data that conflicts with the current site version
• Too many open tabs or background apps using memory
• A game provider that is temporarily unavailable in the player’s region

1. Switch from mobile data to Wi-Fi, or the other way round, and reload the page.
2. Close every other tab and background app on the phone.
3. Clear the browser cache and cookies, then open www.pistolo.io again.
4. Update the phone browser to its latest version.
5. Disable any ad blocker or content blocker for the site.
6. Try a different browser that is already installed on the phone.
7. Turn the phone off and on to reset the network connection.
8. Open a single game and wait for it to load before starting another.
9. Check whether other websites load normally on the same connection.
10. If only one game fails, try a different title from the same provider.
11. Take a screenshot of the error message if one appears.
12. Note the game name and the time the problem started.
13. Contact support if the site still fails to load in a second browser.

Contact support when the site fails in a second browser on a stable connection and the error message keeps appearing.

Identity Checks Stuck or Documents Rejected

The player sees a pending verification status or a message that a document was not accepted.

• A photo that is blurry, cropped or shows glare
• An expired document or one that is not accepted for identity checks
• A name or address that does not match the account details
• A document shown as a screen photo instead of a direct capture
• An incomplete set of documents for the requested check

1. Open the account area and read which document is requested and why.
2. Photograph the document in daylight on a flat surface.
3. Make sure all four corners and the text are visible.
4. Check that the name on the document matches the name on the account exactly.
5. Confirm that the document is still valid and not expired.
6. Avoid screenshots and use the phone camera directly.
7. Upload one document at a time and wait for the confirmation message.
8. If the address is requested, use a document that shows the full address.
9. Remove any covers or cases that cast shadows on the document.
10. Re-submit only the document that was rejected, not the whole set.
11. Keep the upload confirmation or reference number.
12. Contact support if the status stays pending after a full re-upload of clear documents.

Contact support when clear, valid documents are still marked as rejected after a second upload.

Welcome Bonus or Free Spins Not Credited

The player sees no bonus balance or free spins after making a qualifying deposit.

• The bonus code was typed with an extra space or wrong letter
• The deposit did not meet the offer conditions
• The bonus was already claimed on the account
• The offer was not activated before the deposit
• The bonus is still being processed on the account

1. Open the bonus section and check whether the offer is listed as active or used.
2. Confirm that the deposit that should trigger the bonus is marked as completed.
3. Re-enter the code exactly as shown, with no spaces before or after.
4. Check that you did not claim the same welcome offer earlier.
5. Look at the bonus history for an entry with a pending status.
6. Log out and back in to refresh the bonus balance.
7. Make sure the deposit was made after the bonus was activated, if activation is required.
8. Try the code once more only if the offer is still shown as available.
9. Note the deposit amount, the code used and the time of the deposit.
10. Take a screenshot of the bonus page and the deposit record.
11. Send both to support with a short description of the missing credit.
12. Avoid making further deposits until support replies.
13. Keep the support reply for reference.

Contact support when the deposit is completed, the code is correct and the bonus is still missing from the account.

Before any deposit, log out and back in once to confirm you are on the right account, then complete each step in order; this catches most balance, verification and bonus problems before they start.