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Gala Casino - Gala account problem, no response from support

Complaint Info
Disputed casino Gala Casino
Reason Other
Posted on May 16, 2014


I signed up to Gala to play poker. I contacted live support about my tracking info, because I found this room at an affiliate site. Support insure me, that Im linked to affiliate, but cant confirm the affiliate name (???). That was maybe the point, where I should turn back and forget this Casino. But continued the chat and the support was very nice and gave me a 10$ tournament ticket. I won another 10 with this and then, I deposited 250. I received an email that I must send my documents (ID card and utility bill). I did it immediatly. Now, after 10 days I still didnt receive ANY response, confirmation email or other. I sent another 2 email to verification team, but NOTHING. 2-3 days after I sent my docs, my account has been frozen!!! And now, I cant log in, and cant contact this "verification team". Its incredible!

(Next day after they ask my docs and I sent them, I played 1-2 Hours without login problem.)

Posted on November 8, 2013

I wrote previously post 2 days ago, but didnt send, because right before sending, the Gala live chat step into the chat room. I hoped, that my problem will be solved, but it still exist. I have new info:

When I contacted live support, he/she told me, that they didnt received anything from me (the verification team). Then I tried to send a "check" email to verification team and CC it to support too. Support checked, but didnt receive anything. Then I tried to send an email from my another email (first was "" and the second a "" domain). 10-15 minutes, they didnt received it. BUT... I finally got an automatic response both from verification team and help (support) to my "" email address, with reference number. I was so happy. I sent another one where I explained what is my problem, and ask to check their mail server, and offered that I can send my docs from freemail if its help, but again NO WORD from them. Another 2 days, and again NOTHING.

Im totally disappointed. :( :( :(

I just lose and lose my time for live support and forums and emails, because they cant set their mail server up to work properly. I just dont know what to say.

PS I never receive failure message, like their server refuse my email or so. That should mean, that my email are there somewhere on their server.

Posted on November 11, 2013

Sry, I wrote my additional comment to "review" field.

Posted on November 11, 2013

It seems, my problem is solved. I contacted again the live support today, and they found finally my email with my documents and reopen my account.

Posted on November 12, 2013

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.

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