Gallo Casino - Player’s withdrawal has been delayed.

Hi, I have an ongoing issue with the withdrawal of the amount stated above. I have played with Gallo Casino for some time now and never had an issue before. And all of a sudden I cannot login as they do not allow UK players anymore.. seems very suspicious happening the day after my request to withdraw.

I requested my withdrawal on Thursday 25th Feb 2021 and I have not had any response regarding the process - I'm always encouraged by the instant chat team to wait for a reply or send another email. They are clearly ignoring as it has now been a week and beginning to get frustrated because the chat team use the 'wait longer please' as a cop out.

I have saved the majority of information and chats that I've had but I'm really looking for advice or information on what to do next.

Thanks,

William P***

Dear William,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside the account without being processed? Could you please advise if you have received any payments in the past?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi, not long after I raised the complaint online here they got in touch with me. I have not withdrawn any money previously but all documents were verified when I first opened the account. I have not received anything from them including no correspondence even though I sent an email every day.

Today they informed me I breached rules by betting/ wagering 30% or more of my deposit. The evidence they sent me was insufficient and it seems they have taken 1 week to find something to disrupt the withdrawal. They told me I bet 'X' amount on a game that doesn't even allow you to bet that exact quantity.. seemed very suspicious. So I have no record myself of this breach of terms because they would only send a screenshot of that particular bet but refused to send me a breakdown of the full wager history on that day.

The whole thing seems not right as the bet in question is considerably higher then I normally would and they informed me the withdrawal had be 'cut' and they were sending me the amount I deposited originally.

Hope that makes sense, alot of confusion and they are definitely trying everything to not pay me out.

Thanks

Will

Thank you very much, Will, for the update. Could you please advise if you've accumulated your winnings with or without an active bonus?

Hi, the winnings were without an active bonus I checked this before my withdrawal.

The breach of rules just does not make sense because when I go on the game you cannot even bet that exact amount which they have said it was €29 per spin on ' Fire & Steel'.

I'm currently waiting on a responses from their compliance team which I doubt I will even get a reply from, so what are you doing just ive never raised a complaint before?

Thanks,

Will.

Thank you very much, Will03, for your reply. I have checked general terms and conditions, and this is what I found https://www.gallocasino.com/general-terms:

"Betting rules

You must bet according to the specific rules of the game you are playing.

We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

"Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies.

"Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button.

In cases where a bonus was received, additional betting rules may apply as defined by the General Bonus Terms & Conditions and Terms & Conditions of the specific bonus."

Please, could you confirm once again, that you have accumulated winnings without any active bonus and clarify how much was your last deposit? Ideally, you could forward your "cashier" history to petronela.k@casino.guru. Looking forward to hearing from you. 

Hi, they have emailed back to me and have proved I had placed a bet that exceeds the 30% which was a bet to 'buy the feature'.

Just annoying the fact they are happy to let me continue to deposit after that with no intention of allowing me to withdraw regardless. They have offered €60 refund which was made when i breached rules, but continued to deposit a total over €200 after this... I highly doubt they would refund that but its what I've asked for.

Thanks

Will

Could you please clarify if you deposited €200 before or after a withdrawal has been requested? Looking forward to hearing from you.

Hi, I had made a number of deposits after I had withdrew.

My withdrawal was pending at €1554 when I had made these deposits, once I lost them I then reversed the withdrawal and went on to win the original 3k which I mentioned.

I have forwarded the bet history to the email to the email above.

Thanks again!

Will

Thank you very much, Will, for forwarding your game history. Sadly, I’m afraid, there’s no valid reason for us to demand a refund of your lost deposits. As you described the events yourself, your requested withdrawal has been pending at the time of new deposits. Once they’ve been gone, you reversed the withdrawal and continued playing hence, only your original deposit of €60 was active (€200 was lost already at this time).

However, we consider the maximum bet rule for real money play to be unfair https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"In an ideal case scenario, casinos should enforce their maximum bet rules at software level and therefore not allow players to place higher than allowed bets. This effectively removes all player complaints related to the max bet rule, as players simply can't break the rule.

If enforcing max bets is not possible because the casino runs on third-party software that doesn't support them (or for any other reason), the casino should carefully judge each case separately."

Could you please confirm once again that you’ve accumulated your winnings without an active bonus? Is there any record available that would show how many spins were included in the purchased bonus feature? Looking forward to hearing from you. 

Hi,

Yes this what I was thinking that even though I paid for the feature, the amount of spins divided does not exceed the 30%. And I questioned why the games allow me to spin which is inviting players to breach rules.

So I paid €180 for 15 spins, which is the feature triggered. There were no active bonuses with either of the withdrawals.

Thanks

Will.

Thank you very much, Will, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Thanks for your help!

Will

Hi, can I please get an update on the status of the complaint please?

Thanks

Hello Will.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Will.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation.

Best regards, Jozef

Casino.Guru