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Casino Complaints

Unjustified bonus abuse accusations and $91,000 confiscation

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By Viktorio
10 years ago
Message on forum
I regularly played on live roulette tables with high stakes on two different gambling websites as some of the tables were not available on both Casino's website
I wanted to play on a table which is available on Gala website however I had not enough credit as I play always with high stakes.(also I was unable to make further deposit as I had no funds on my bank account) But I had large balance on my other sterling casino account at other operator. I placed opposite bets at two different provider (low number/ high number) with large stakes however I placed 400 dollars more bet on low numbers at Gala than on other website. I hoped that I can win 400 dollars and I can have more funds on my Gala account to play with. After those particular bets (opposite bets) I have placed further large bets (9- 19!) on both website when I have not placed any opposite bets. After all of my bets I have won on both website!
Gala said that my covert strategy and action, in co-operation with other account, means that for each and every spin of the roulette where both accounts have bet, a win will be made by one account or other have not been in good faith.
As in case of loss I would be able to claim for cashback so I abuse their bonus system.
I would like to mention that I did not claim for any cash back as I had winnings on both gambling accounts. After my loss on other account I have placed further 19 bets with high stakes and I did not leave my account in loss.
My Gala account has been frozen on 7th of August 2015 and decision made on 11th of September 2015 when my account has been closed and over 91000 USD winning has been confiscated. I made an appeal against their decision in writing in October and sent them an email on 4th of November 2015 however I have not received any response from them.
I feel that I am not being treated fairly and my dispute is not handled accordingly.
Disputed Casino Gala Casino
Reason Bonus abuse
Amount $91000

Discussion

User name
Good Morning,

I understand this information has been gathered and should be on it's way to you. We do continue to investigate this and would do so even without this thread.

Kind Regards
Adam
User name loyalty-level-2
Still no answer and requested information still has not been provided.
Gala compliance team just waste my time as they are even unable to provide my game history or even reply to my emails. I do not understand why it takes ages to get any answer from Gala ???
User name
Hi Viktorio

Thanks for your patience. I have checked and can advise that your request for information is being looked at.

Regards
Adam
User name loyalty-level-2
Dear Adam,

I have received an email however I am not satisfied with casino's response and I have asked some information regarding my game history but I have not received any response from relevant team.
I asked them to provide my full game play history from July 2015 and 6-7th of August 2015 as I need this as I am willing to make further complaint to Gambling Commission.
I need this game history to prove that I have not been dishonest player so please make sure that I will get this requested game history.

Regards
V

Gala Casino Complaint Stats

Resolved 21 / 36
Avg. Amount $8,648
Avg. Complaint Duration 20 days
Avg. Response Time 3 days

Screenshot

Gala Casino Complaints

See all complaints for this casino
Account closed with no explanation after deposits made
I opened an account at Gala casino and submitted my documents for verification. I received an e-mail clearly stating that my account is verified and I was able to deposit and withdraw. I deposited £250.00 with my debit card and lost. I went to deposit another £100.00 and it did not allow me to deposit. Instead, it said that my account was closed. I have not been able to log in since. I have tried to resolve the issue on live chat and have been told the same thing over 2 weeks, that I will receive an e-mail letting me know why my account was closed. I did not accept any player bonus, just a simple £250.00 deposit (the total of 2 deposits) and I have not received nothing from them.

I would like an explanation please. Have they just ripped me off and taken my money and closed my account for no reason? If they have a valid reason, why do they not e-mail me after several requests?
Status unsolved Unresolved
Bonus confusion
I received an email from gala casino that if i signed up to their sister site cheeky bingo, deposited and spent £10 i would receive 25 free spins on cheeky and then 25 free spins mon 23rd on gala casino, i did this and i had to contact chat on cheeky for them to manually add the 25 free spins as it wasnt automatic. The come monday no spins were awarded on gala casino. Chat couldn't help me and asked me to email screen shots via email to support which i did. Proof of my deposit and proof of the 1st half of 25 spins id received on cheeky. they emailed me back apologising and my spins would be credited within the day. Later on i emailed again as stil no spins, again i was assured they would be with me within the day. Again i emailed as almost day has ended and i receive a reply at around 4am 24th march stating i had not deposited therefore i wouldnt be receiving spins even tho i had attached all the information previously and they had confirmed based on this i would be receiving them. See proof attached
Status solved Resolved
Blocked my account and £661 balance for two months and counting
I opened an account in beginning of Nov 2019, played for 2 days, they blocked my account. I now have £661 in my account, they keep telling me my account is under review and it is now 2 months. I provided all my ID and documents to them, I didn’t even win anything, they just keep my money and block me.
Status unsolved Unresolved
£661
Ridiculous payment delays
I opened an account at Gala Casino earlier this year. I deposited £1.5k in March, no bonus. I played extensively in the Live Casino (mostly Blackjack and Roulette) and had some good wins, increasing my balance to about £50k.

I made a withdrawal of £4.5k on 02-April, and it was paid promptly.

I then requested a withdrawal of £8.5k on 03-April, and a further £25k on 04-April.

Both of these withdrawals are still pending after more than one month. I have supplied verification documents as requested, over three weeks ago now.

When I ask Gala Casino about these withdrawals by email or chat, the only response I have received is "we are looking into this and will contact you when we have more information". I do not consider these delays and lack-of-explanation acceptable.

I have attached a private screenshot showing mt balance and pending withdrawals.
Status unsolved Unresolved
£33,500
Account frozen, verification process prolonged
I have spent weeks trying to make a withdrawal from Gala Casino. They said I needed to send in a bank statement to verify my ID, which I have done, twice. I have been on live chat twice, the first time stating that I would be emailed within 24 hours with the results of the ID verification check, I heard nothing. I went on live chat again 48 hours later to find out what had happened, they said I needed to send the statement to a different email address (from the one stated in the email sent to me). I did this and got a response saying that no ID checks were needed at this time on my account. I tried to make the withdrawal again, but got the email I received originally about needing to send in proof of address. I contacted Gala casino through their website and received the following response:

'I checked your account and it shows here that the account linked to the email address you used is a duplicate account. Please note that customers are not allowed to have multiple accounts with as per Terms and Conditions, this is the reason why the account linked is frozen.'

I emailed them back stating that this is the one and only account I have ever had and they responded by saying that the verification team is still looking into my account and I will hear from them as soon as they have finished. This was meant to take up to 72 hours but it has now been 2 weeks!
Status unsolved Unresolved
GAMSTOP self-exclusion ignored
Hi, I've had a gambling problem for a few years now. I've tried everything to try and stop my habit. Earlier this year I registered with GAMSTOP which I thought was my saving grace. Every now and then, I have a moment of weakness, and I try and register and play some slots. I registered with Gala Casino and to my amazement I was able to deposit. I assumed they might have had a UKGC license but not part of the GAMSTOP initiative yet. I deposited a large amount of money compared to my income and it only came to my attention that it said GI interactive on my bank statement, who are partnered with Coral Interactive. I had self excluded myself from Coral already, and I know they are definitely part of GAMSTOP. How was I able to register and proceed to deposit and play, when there should have been 2 checks, one linked to the GAMSTOP database and one linked to their own platform to check for self exclusions. I know that in the end, I registered, I deposited and I played. However, these automated checks should be sufficient enough to stop me registering in the first place. I have registered every detail with GAMSTOP, both my email address and both addresses, current and former. Once I notified them of their mistake, they automatically self excluded me and said they never refund deposits, which I think is unfair, the situation. I hope you can look into this for me. Max
Status unsolved Unresolved
£140
Software glitch with DC Jackpot taking forever to be resolved
On the 4th of April 2018 i was playing through a small deposit of £70. Normal stakes of £1 on most games. About £30 in i went onto the game Superman spun several times and hit the free spins @ 0.80p stake. Kept playing and then the screen turned dark Blue and a box popped up. It was the DC bonus Jackpot game but it was glitched. It buffered for about 20 seconds and then crashed. I immeditaley checked my connection and loaded the game up again expecting it to carry on with the unfinished game but it was back to normal spins. I thiught if i spun once it would automatically go back onto the unfinished spin...but it didnt. I reported it straight away to Gala Tech team on Live chat who said they found the spin in question and confirmed it was a glitched spin and i5 looked like i had entered the DC Bonus game. (Been playing for over 4 years on varied sites and never hit it before). They said they would send of the data to the Tech team. A while passed and no response so i emailed them for an update. They said it can take up to 28days for a solution to be posted. Now after 43 days from the initial complaint they have still not got back to me and refusing to give me an update. I sent an email to them on the 11th May 2018 (8days ago) saying how disgusted i am of their treatment to supposidly a simple glitch that could be fixed. I recieved an email back (attached) saying they hadnt heard anything and will contact me as ASAP with a solution. Another 8 days!!!!. I have read the terms and conditions and also spoke to various collegues and they said any issues raised must be delt with accordingly and within the 28day time period. Are Gala just messing me avout because they know i have hit the Jackpot game and are refusing to acknowledge it and pay. Has this ever happened and how do i get this resolved
Status unsolved Unresolved
Withdrawal request withheld for weeks
I have been a member for many years with Gala Casino. I am a pensioner who enjoyed playing on the website. Most of the time I use to lose, and never really won much. Three weeks ago on the 17th of April my account was frozen. The customer service team informed me that it was a business decision on behalf of the website. I had deposited £6000, however I had submitted a request to withdraw £6,230,04p. I today am still waiting for a answer which I have not received, its been over three weeks. Therefore I am very disappointed, and wish for this situation to be resolved.
Status unsolved Unresolved
£6,230
Withdrawal of £20,599.92 unjustly withheld
I've been a member with Gala Casino since I was 18 years old, I am now 19. Four weeks ago, on the 12th of April my account was closed for business reasons. I contacted the VIP team on the website and received no further insight into the reasoning behind the decision. I was only told that this could happen to anyone, so you could imagine how I felt. Within twelve days I deposited £25,500. After putting in a request to withdraw £20,599,92p it was declined and ever since I have been waiting for the request to go through, I have been waiting for over a month now. I had no problems with the VIP team when I was losing money, I was treated very nicely and even received free spins on the websites behalf. However now I'm being treated as a stranger, told to wait for a decision that hasn't come yet. I was told it would take no longer than three weeks. I honestly feel very upset, mistreated and disrespected.
Status unsolved Unresolved
£20,600
Closed my account and voided my winnings due to 'account not passing their security checks' without any further information or proof
On the 1st of April I deposited £260 into Gala Casino. They gave me a £260 bonus to play with. I read the bonus rules and played slots making sure that I never deviated from any of these rules. I ended up winning £5705. I cashed out and that’s when the problems began. Gala asked me to send them my ID. I sent them a photo of my passport. They accepted my ID and then asked me to send a proof of address. I sent them my bank statement. Some time passed and they emailed me back telling me that since I didn’t pass their security my account was permanently closed. They confiscated all of my winnings, less £260, which was all that was returned. I was very careful not to break any of their rules. There is no excuse for this. If my documents did not meet their criteria, then they should explain what I did wrong and give me a chance to send something acceptable. They have not done this. They have declined my photos (despite them being crystal clear), closed my account and voided my win. They will not allow me to verify my account. They have seized my winnings despite the fact that I never breached any of their terms and that every character on both the photos of my bank statement and passport were in absolutely perfect focus, even when zoomed in on (I still have the photos and can send them to AskGamblers to verify this if needed). So I ask that you please help me to recover the funds and hope that this complaint serves as a warning to punters that Gala will use their verification procedure as an excuse to void their customer’s win if and when they feel like it.
Status unsolved Unresolved
£5,705
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