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Gala Casino - Account closed and withdrawal declined due to failed verification

Complaint Info
Disputed casino Gala Casino
Reason Verification issues
Amount £ 45
danga88 United Kingdom Message
Posted on November 30, 2015

I have very bad experience with Gala casino.
I deposited 45 GBP and won 1790, after that i sent documents (passport and utility bill) both documents are valid and there shouldn't be any reasons for rejecting the copies. The same copies were accepted by Williamhill and Betfair which also are well known brands in UK

My documents were rejected with no reason, the feeling is they just don't want to pay out this money. What they did is refunded my deposit back.
The thing is if they have a proof that i am some kind of fraud the will refund my deposit.
Also it might be because i am not citizen of UK, but i am resident,and i live in England for 2 years. But there is nothing said in terms that only citizens can play.
I phoned them this morning and all they can say to me that my funds are frozen and account will stay closed! That i have failed the verification.They are not even asking me to send an alternate copies.

I don't know who else i should contact to help me resolve this issue
Thank you!

Posted on December 5, 2014

Dear @danga88,
Any update considering your complaint? Thank you.

Posted on November 30, 2015

We have been provided by valid evidence on behalf management of Gala Casino, that player's account didn't pass a verification procedure, according to rule #4.6, player's deposit was returned:

If, upon completion of Verification Checks, we are unable to verify Your details or You are unable and/or unwilling to provide proof of Your residential address, or other information required to complete verification, we will within a reasonable time:
Close Your account;
Return any residual balance, up to the value of Your initial deposits, at the time of the unsuccessful verification (please note that any excess winnings will not be credited).

Based on everything stated above, we consider that casino acted upon their rules, this complaint will be marked as resolved.

If player is not satisfied with our decision, he can seek further assistance with licence authority of Gala casino.

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