Gala Bingo Slots Casino - Stuck bonus, poor support

RESOLVED
egis egis United Kingdom
posted on August 15, 2016.

I have received a deposit bonus on the 20th of may. I have played the bonus and some of my money and later withdrawn. Normally a withdrawal cancels any active bonuses and bonus funds. But this did not happen in my case the bonus got stuck onto my account. I have made another deposit of £10 on the 20th of June to participate in another promotion. Imminently with my first spin I won around 50-60 pounds. I played thorough the wagering requirement for the promo got the bonus which was suppose to be 1x. I came back on the 27 of June played a few rounds and decided to withdraw my money. Then i noticed that my money is stuck in bonus funds and my withdraw-able balance is just 8 pounds. I contacted LC about this and was told that I have a bonus from the 20th of May and a wagering of around 600. The way gala bingo bonuses work is that only bonus funds go into bonus funds and real cash always stay real cash so I had a hard time explaining the Live chat operator about my issue which is because of the stuck bonus any winning from my real money go into bonus funds for some reason. LC insisted that i need to wager over 600 so i finally gave up and tried to finish the wagering. I busted out and therefore lost £40 which I intended to withdraw. I was really upset after that therefore I have contacted LC and specifically told them to remove any active bonuses on my account which they told me they did. I few days later on July 01 I have made a deposit of £100. I have made 1 large bet of £50 on money multiplier slot and won 200 made 1 more £50 bet and won nothing. Was going to withdraw my 200 pounds and then the same thing again I have only £50 pounds in my account and the rest 150 is bonus funds. Contacted LC same story have a bonus need to wager another 400 from the same bonus from the 20th of may despite the bonus being more than 30 days old and should have expired by now despite contacting LC and telling them to remove any bonuses on my account despite making withdrawals which should cancel any active bonuses. While waiting for them to resolve this issue I have played a bit more on slots and was lucky again so now I have 550 stuck in my bonus balance. Having already been forced to spend my winnings once on a bonus that's not suppose to be on my account I refused to wager any more. LC was useless so started calling them directly. Finally they admitted that it is a technical error on their behave and that they need there technical team to look into it. Many phone calls later they are still "investigating" this issue and refuse to payout my winning until it is resolved by their technical team who clearly are not interested in this matter at all as the last email received from them was about a month ago. Customer services keeps telling me that the issue is being escalated that they talked to their supervisor and still nothings happening. So now around 8 weeks later after numerous phone calls I am still waiting for them to figure out what happened and why did this happen.

posted on August 16, 2016.

Hi Egis,

Really sorry to hear of any difficulties you may have encountered with your play at Gala.

Could I ask you to provide your username so I can locate your details please?

Many Thanks
Adam

posted on August 16, 2016.

Hi Egis,

Leave this with me, I'll check and reply ASAP.

Thanks

egis egis United Kingdom
posted on August 16, 2016.

Hi Adam,

Username egis****

Ref number: *******

Thank you

Egis

posted on August 17, 2016.

Hi Egis,

Should all be sorted for you now. I believe we just need a quick e-mail from you to confirm - please refer to the mail we sent earlier today.

Please let me know if you need any further assistance, and again, my sincere apologies for any inconvenience caused.

Kind Regards
Adam

egis egis United Kingdom
posted on August 17, 2016.

Hi got the money as promised so thank you for that. However my account was closed so the tech team can investigate the problem so not happy about that hopefully they will resolve the problem soon. Also I was forced to wager around 50£ because of the same issue before. I have contacted LC tried explaining the problem but they did not want to hear my story just insisted i need to wager 600 pounds. The management is aware of this and told me I will get some form of compensation ones my account is reopened. Will update once everything is resolved.

Thank you

Egis

AskGamblers
posted on August 20, 2016.

Dear @egis,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

posted on August 24, 2016.

Hi Egis,

I trust that the main issue (Stuck funds) has been resolved for you now. I appreciate that there may not be further play possible whilst any technical issues are resolved, can I ask that this complaint be closed down as resolved?

Kind Regards
Adam

egis egis United Kingdom
posted on August 27, 2016.

Hi, feel free to close the complaint i got my funds and that was the main problem here, will open another one in the future if needed about my account.

Thank you

AskGamblers
posted on August 27, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.