Ag Awards

Gala Casino - Account frozen, verification process prolonged

Complaint Info
Disputed casino Gala Casino
Reason Verification issues
Dreamgirl United Kingdom
Posted on April 18, 2019

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!

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