The player from Spain has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. We closed the complaint as per the player's explicit request.
Gallo Casino - Player claims that payment has been delayed.
Amount: €9,000
Gallo Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.9
Gallo Casino has a Safety Index of 3.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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2 years ago
Translation
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.
Automatic translation:
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2 years ago
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
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1 year ago
Translation
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.
Automatic translation:
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1 year ago
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.
