Gallo Casino - Player’s attempts to close her account have been overlooked.

I have asked numerous times for the casino to close my account but they ignore me. This has allowed me to gamble more and add more money to the account

Dear Jojo1314,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked terms and conditions (https://www.gallocasino.com/general-terms), and this is what I found:

„ Account Closure

You are entitled to close your Account and terminate this Agreement at any time by contacting Support using the Contact Us page in the Help Center, or via email, and we will respond within a reasonable time. You will be responsible for activity on the Account until the closure has been finalized by us."

Is this the way you requested account closure? Could you please forward emails or screenshots showing that you have sent this request? My email address is kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Jojo1314,

Thank you very much for your email. Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. This casino has a very bad reputation, and I am not surprised by the quality of the support, however closing an account (even when the request has been ignored) doesn't make players entitled to any refunds.

Unfortunately, we cannot help you in this case. We will definitely test the support, and in case of a bad experience we will include this fact in our review, but we can accept if the player's account wasn't closed, if a simple account closure was requested, like in this case.

If there is anything else we could do for you, do not hesitate to let us know, otherwise, we will be forced to reject this complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint. 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.