Sir -
The casino and VIP teams have looked into your complaint and found that there is much justification in your frustration with the handling of your account verification and subsequent processing of your first withdrawals (which relied on the successful verification of your account).
Firtsly let me please reconfirm that the withdrawals in question were all processed on the 4th of March - 2 days before this complaint was posted. You should have received those funds swiftly as your payment method has quick processing timeframes. Now that your account is fully verified there ought to never to be any more issues of this nature with both deposits and withdrawals.
Please also be advised that you were emailed almost immediately after opening your account on the 27th informing you that you need to verify your details with documentation as they were unable to verify your identity. This was partially due to the fact that you had entered some incorrect address details (makes the process more tortuous) - and also due to the fact that you did not send in any documentation until the 2nd/3rd when you withdrawals were requested and you sought support telephonically with our CS team.
You are a valued, genuine customer and VIP - we wish to make your journey more comfortable and take on board your comments - and then use them to address any deficiencies on our part. We already have a strong plan under development to make account verification quicker and easier for customers as we agree that this is a concern for those who are unfortunate enough to fall into the "not verified" bracket.
Please let us know by return if this response has allayed your concerns. If there are any further concerns we can either handle it over this thread or alternatively someone from the Casino team could call you to discuss and hopefully address all the concerns you may have.
Sincerest apologies for the inconvenience caused and we look forward to hearing back from you.
Kind Regards,
The Gala Casino Team
