Gallo Casino - Player’s struggling to withdraw her winnings.

I have tried to withdraw £500 but the site will not let me, when i try to cash out none of the buttons are working, i keep pressing the cash out button but it does not work, i have contacted gallo casino via chat and email but i am not getting any reply, i just cannot withdraw my money

Dear Joan,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed the KYC verification successfully in the past? Have you been advised why you can’t withdraw your winnings? Was your win accumulated with or without an active bonus? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello

I contacted chat and they have submitted the withdrawal, i received an email asking for lots of documents which i have emailed over but i never received an email back, i am still waiting, i have not had any response since i sent the documents in, I am a little concerned that i am not going to receive my winnings

Thank you joan k***

Hello

Sorry i did not answer all your questions, my winnings was accumulated without a bonus, i did verify my account quite a while ago, i think the problem could have been a site issue as the chat support manually put the withdrawal into place for me, the money i have withdrawn as gone from my casino account so just waiting to hear from them now that i have emailed over all the documents that they requested.

Thank you very much, Joan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Joan,

I looked at your complaint and will do my best to help you. I would like to invite Gallo Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

thank you for your help, i am still waiting for an email from Gallo Casino but still have not received any reply. I am just getting concerned as they have all my personal bank and credit card details now

Sorry, yes the withdrawal, at first the site would not let me withdraw, none of the withdraw buttons on the casino site worked so i contacted chat and they finally submitted the withdrawal for me but now they keep asking for lots of documentation, i have sent the last piece of documentation to them which were photos of both front and back of all my debit and credit cards, since sending these documents i have received no confirmation reply at all.

Hello

I have tried to login to Gallo casino tonight to see if there is an update on my withdrawal however i could not login, i got the following error message:

Gallo casino does not provide services in your location at this time. Contact support by email for more info: support@gallocasino.com

I got a little concerned so i contacted chat to advise that i could not login, i have snipped and copied the conversation:

Please wait for a site agent to respond...

Agent Maria has joined the chat.

hello

how can I help you?

hello, i am still waiting for an update on my withdrawal, i contacted support yet again yesterday and was told that some one would contact me today via email, i have received no email at all, i have tried to login tonight and i am now getting the following message:

Gallo casino does not provide services in your location at this time. Contact support by email for more info: support@gallocasino.com ???

WHAT IS GOING ON

21:58

I’m sorry but at this the moment, we have been informed that we cannot accept players from the UK. If anything changes in the future in terms of regulation, we will be sure to inform you. Thank you for your patience and understanding in this matter.

21:58

for withdrawal information please write to finance@gallocasino.com

21:59

I have write to finance on several occasions and i am not getting any replies at all, i have deposited on lots of occasions and never won a thing, now that i have won something and trying to withdraw nothing is happening, why can't i have the money that i have won

22.02

they will answer soon in 24-48 hours

22:03

how soon, this as been going on for a while, no one is getting back to me, it as been longer than 48 hours now

22:03

i uploaded all the documents that they requested but i have not heard anything since, that was 3 days ago now

22:04

when i contact live chat i keep getting the same answer

22:05

the answer being 'they'll contact you tomorrow' but no one is contacting me

22:06

you will get email tomorrow, I will write as well that you are waiting for respond

22:06

Again, that is all i keep being told but no one is emailing me

22:07

Chat Ended

That was it, no help at all from chat, i just got the same answers

It looks as if i am not going to get my winnings, can you please advise me on what i can do, to me £450 is a lot of money, i have deposited more than this on their site so to win some back was a bonus but for some reason i cannot get my money that i have won

Any advise would be good

Thank you

Dear Joan,

usually, we recommend players to contact the license provider but Gallo Casino is not licensed, so unfortunately there is no other option than wait for their answer. If they'll not respond, we will be forced to close your complaint as unresolved what will have a negative effect on Casino's rating (which is already bad).

We would like to ask the Gallo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.