When your Pistolo balance shows zero where your old casino showed credits, the most common cause is a deposit that the bank sent but the casino has not yet matched. If the site instead greets you with a blank screen, the cause is usually a cached page or a weak mobile connection.

Identity verification stuck or documents rejected

You upload a photo of your ID and the status still says pending, or a message says the document could not be accepted. The usual causes are a blurred image, an expired document, a name that differs from your account details, a file format the system does not process, or a check that simply has not reached the top of the queue.

• Photo taken at an angle with a glare or shadow over the text
• ID or passport past its expiry date
• Account name spelled differently from the document
• File saved in a format the upload tool does not accept
• Verification requested during a busy period and still waiting

1. Take new photos in daylight on a plain surface.
2. Hold the phone steady so all four corners of the ID are visible.
3. Check that the expiry date is in the future before uploading.
4. Compare your account name with the document and fix any difference in your profile.
5. Upload a colour image, not a scan printed in black and white.
6. Keep each file small enough for the upload tool to accept it.
7. Send a selfie only if the screen asks for one, and keep your face clear.
8. Repeat the upload once if the first attempt failed.
9. Wait one full day before uploading again, so the queue can clear.
10. Remove old copies from your phone gallery so you pick the right file.
11. Do not crop the document; include the full frame.
12. Use the same document type that you selected in the form.
13. If your address is requested, use a bill that shows your name and current address.
14. Complete any remaining profile fields before resubmitting.
15. Contact support with your username and the exact error text when two fresh uploads are still rejected.

Site or games fail to load on a phone

You open pistolo casino online on your phone browser and the page hangs on a blank screen, or a game starts and then freezes. This is often a cached page, a browser setting that blocks scripts, a weak connection, an outdated browser version or a game that needs more memory than the phone has free.

• Old page data stored in the browser
• Pop-up or script blocking switched on
• Slow mobile data or a flaky Wi-Fi signal
• Browser version that is several updates behind
• Too many tabs and background tasks using memory

1. Close every other tab in the browser.
2. Clear the browser cache and cookies for the site.
3. Turn off any content blocker for the site.
4. Switch from mobile data to Wi-Fi, or the other way round.
5. Move closer to the router to get a steady signal.
6. Update the browser through your phone settings.
7. Restart the phone to free memory.
8. Open pistolo casino app access through the browser, not a saved shortcut.
9. Load one game at a time instead of several.
10. Try another browser to see whether the problem follows.
11. Disable battery saver, which can pause page scripts.
12. Check that your phone has free storage space.
13. Load the lobby first, then open the game.
14. If a single game fails, return to the lobby and pick another.
15. Note the game name and the time of the failure.
16. Contact support when the lobby itself will not load after these steps.

Welcome bonus or free spins not credited

You make your first deposit or enter the pistolo bet code, then the balance shows the cash but not the bonus or the spins. The common reasons are a missing or mistyped code, a deposit below the qualifying amount, a bonus already used on the account, spins tied to a specific game, or a credit that has not yet been applied.

• Bonus code left empty or written with a typo
• Deposit too small to meet the bonus condition
• A welcome offer already claimed earlier on the account
• Free spins attached to one named game only
• Credit still being processed on the casino side

1. Open your bonus history and confirm whether the offer is listed.
2. Compare the code you entered with the one shown for the offer.
3. Check that your deposit met the amount stated for the bonus.
4. Confirm that you have not claimed a welcome offer before.
5. Look for the free spins inside the named game, not in the lobby.
6. Log out and back in to refresh the balance display.
7. Wait one full day for the credit to appear.
8. Remove any active bonus that might block a new one.
9. Deposit again only if the offer is still shown as available.
10. Take a screenshot of the bonus page and your deposit receipt.
11. Check your email and account messages for a notice about the bonus.
12. Confirm that your deposit method is one the offer accepts.
13. Make sure you entered the code in the bonus field, not the comment box.
14. Contact support with the code, the deposit reference and the screenshot when the offer is still missing.

Many players lose the credit because they typed the code into the wrong field, so the pistolo.io/ bonus page is the first place to compare what you entered with what the offer expects.

Deposit left the bank but is not on the balance

Your bank statement shows the payment as completed, while the casino balance stays the same or shows a pending entry. The likely causes are a bank that has not yet passed the funds on, a deposit stuck in review, a reference that does not match your account, a payment made from a third-party account, or a transfer that failed after leaving the bank.

• Bank still processing the outgoing transfer
• Deposit held for a manual review
• Payment sent from someone else’s account
• Missing or wrong reference on the transfer
• Failed transfer that the bank has not yet reversed

1. Open your bank statement and note the exact amount and time.
2. Save the transaction reference shown by the bank.
3. Return to the casino and refresh the balance after a logout.
4. Look for a pending deposit entry in your history.
5. Check that the payment came from an account in your own name.
6. Confirm you used the payment details shown in the cashier.
7. Wait one full day for the transfer to clear.
8. Do not send a second deposit while the first is unresolved.
9. Take a screenshot of the bank entry.
10. Contact support with the reference, the amount and the screenshot.
11. Ask your bank whether the transfer has completed or is still in progress.
12. If the bank confirms the transfer failed, request a reversal from the bank.
13. Keep all messages from the bank and the casino in one place.
14. Update your profile if your name differs from the bank account name.
15. Respond quickly if support asks for extra proof of payment.
16. Contact support again when the deposit is still missing after the bank confirms completion.

Complete identity verification before your first deposit and keep your profile name identical to your bank details, and most of these problems never start.