Gallo Casino - Failed self-exclusion.

I was allowed to open an account with this casino and then looked at my emails and online banking that they were owned by Prism marketing. I then realised that I have a self exclusion with Black label casino and other prism marketing casinos. I have sent numerous emails , a lot were ignored but they did finally reply saying I wasn’t entitled to a refund .

Dear Lynne258,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Did you receive any list of sister casinos, in which your self-exclusion is active when you requested self-exclusion in the other casino? Did you request self-exclusion in this casino as well?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina, I have replied via email

Hi Kristina I have still been receiving texts and emails from Gallo casino even after self exclusion. I have sent you proof via email

kind regards

lynne

Lynne258, thank you very much for your reply and email. I am sorry, but unless the casino specified that your self-exclusion is active in all sister casinos, you can open accounts and play there. It is a common practice, that self-exclusion is active only in those casinos in which the player requested it.

I am afraid that if you haven't requested self-exclusion from Gallo Casino before making those deposits, we aren't able to help you with this case.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.