Gallo Casino - Player’s winnings have been reduced.

casino refused to pay winnings on 140.00 deposited i won 500 and they only paid 250 have been waiting 13 days now for the winnings all bonuses that i was supposed to recieve i didnt get

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear James,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

it was there welcome bonus but i had already done the playthrough i had already deposited 100.00 and didnt recieve all the welcome bonus then they capped my winnings by telling me i hadnt deposited enough so my winnings were stopped

Thank you, James, for getting back to us. I have checked terms and conditions, and this is what I found https://www.gallocasino.com/bonus-tc:

"New players who have not yet deposited more than 200 euro cannot accrue a balance in excess of x10 the original deposit. Any balance in excess of this max cash-out will be voided upon withdrawal. This applies both to bonus players and non bonus players."

Could you please confirm that your last deposit was €25 and your lifetime deposits haven't exceeded €200?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Looking forward to hearing from you.

CORRECT

Yesterday i also withdrew 250 euros from them and then the withdraw was changed into 200 only it says 250

I believe that the original amount of rewarded bonus has been deducted due to another promotional rule:

"Please note that bonus funds are virtual funds which cannot be withdrawn."

Could you please advise how much bonus funds you have received when you've placed the deposit of €25? Which payment method you have opted for to withdraw your winnings?

Dear James,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

i didnt have the bonus they even said in chat with th hosts that i hadnt recieved all the bonus i was supposed to get now were back to the same thing been waiting another 9 days so far for just 200 euros win

 Hello James,

I’m sorry, but in your previous reply from 9th of February you’ve stated: "it was there welcome bonus but i had already done the playthrough".

Could you please clarify again, have you accumulated your winnings with or without an active bonus? Thank you very much in advance for your reply.

Yes accumulated without bonus as they told me I didn't get the start up bonus

Could you please advise how much was your last deposit?

Dear James,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.