I requested to close my account on 26th January, I was told that my request would be auctioned immediately under the responsible gaming policy. I confirmed my email address as requested and they replied with a bonus and no closure. I requested again to self exclude and this was ignored. I have also self excluded from a number of Prism casinos. Online chat told me the only way to exclude was via email.

I was then able to continue depositing (750 EU)and my request for self exclusion ignored. I was bombarded with bonus offers instead.

I sent a formal complaint to the compliance team on 30th January, they requested identification which I sent straight away and they have not responded since. I see that my account was blocked on 31 January but they have ignored my complaint and request for a refund of all deposits made since my initial closure request. I have contacted them via online chat who assured me that I would be contacted that day but nothing.

Dear Emma,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward your cashier/deposit history? I understand that your account is now blocked but hopefully, you have saved one beforehand.

I have checked forwarded email communication carefully and would like you to confirm that on 27th of January 2021 you have mentioned the gambling problem for the first time when requesting a self-exclusion.

Let me explain to you what is the difference between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agree not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed, the player may ask for a refund.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Emma, 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.

Hello Emma.

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

I am appalled by the response I have just received from Gallo casino. They haven’t taken my points about ignoring the self exclusion request into account at all. It’s very accusatory towards me and does not comment on my self exclusion request

We would like to ask theGallo 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 Gallo Casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Emma.

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.

Best regards, Jozef

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