Gallo Casino - Player claims that payment has been delayed.

Play in this casino and with the deposit bonus that is not free win €9000. The maximum withdrawal is €5,000 per month, I request the withdrawal and today they tell me that the maximum is €100 since it was a free bonus, anything that deposits €2,000 is free. I had already read the terms and conditions and the €100 is when it is a free bonus and mine is not. They have removed all my earnings from the account but I have screenshots of everything.

Dear Miri4444,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Miri4444,

Have you received your withdrawal from the casino yet?

They have decided that it was a free bonus and instead of paying me the €9,000 won, they have paid me €100 and canceled the rest of the winnings. Come on, they have scammed me, since it was a bonus with money income, not free. I met all the terms and conditions, but they have decided to say that it was a free bonus and since I can't prove it, I'll stay as I am. scammed.

Thank you for your reply, Miri4444. Could you please post here a link to the bonus you activated? I would like to check the bonus T&Cs.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I do not have a link and I am not going to waste any more time since it is clear that they have scammed me, close the case but make it clear that in this casino they are scammers

I understand. I will now close this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.