Sorry we are a bit confused here, our customer service manager has located and listened to the phone call you provided and the details of the conversation do not match what you described.
Parts of it are aligned and similar - and there is no doubt that this was an unfortunate error causing the withdrawal block - but we cannot identify:
a) Any promise that you would receive a call back and resolution the next morning. In fact, our CS agent stated the following over chat (not in call):
GALA: I can request for this to be done for you. But your promotions need to be cancelled first. Then withdrawals can be processed for you. I will request that both are done for you.
PLAYER: when you think earliest you can do it
GALA: I won't give a specific timeframe, as I do not know how busy or how well staffed are other departments are at this time. I expect to have a response by tomorrow morning. As this needs to travel to two separate departments. This is not a guarantee.
GALA (continuing): I have sent this across now for you, once I have some news I will let you know via our email service? Is there anything else I can help you with today?
PLAYER: yes, can you pls do not send me anymore bonuses...i do not want to have the same problem again
GALA: I will see if I can have you removed from all bonuses. This will mean that if a bonus appears that you would like to have, you won't be able to claim it. Is there anything else I can help you with today?
PLAYER: no..i am not interested in any bonuses..thanks
The gist of the phone conversation was the same - no telephonic call back was promised - not out of any lack of understanding, but rather entirely due to a prudent wish NOT to make a promise they are not certain to keep.
b) The amount of funds you were asking to withdraw that were being blocked by the software technical glitch were expressed by yourself over chat. the amount was £24.50
GALA: Which money are you trying to withdraw?
GALA: the error msg appear saying that operation fail
Can you provide us with another example where you stated a larger amount you wished to withdraw? If you recall, we shall double-check.
Also, it is worth mentioning that after the issue was reported, you deposited a further £20 and £30 3 days later whilst we awaited a technical resolution from Playtech. This is not something we have any control over - but we clearly display and allow:
1) deposit limits
3) account closure/cool-off
These choices were all available to you but you still chose to deposit - we cannot control this, although we do feel concerned about any discomfort caused.
This ties in directly to our 3rd point:
3) You later self-excluded for life after the issue was resolved by Playtech. We strongly recommend that you do the same elsewhere (if applicable) as your depositing whilst we have informed you to await a technical resolution, conversations with support and eventual self-exclusion seem to indicate you are experiencing a lack of control over your gambling. We take this very seriously and apologise for not having urged you to cool-off in the meantime whilst we resolve the issue.
We feel you may be insinuating that this is our fault - we strongly stress that it is not, and have the records to prove it. Gla Casino states this with full confidence.
We shall refund you not only the £24.50 you were trying to withdraw, but a total of £50 as a gesture of goodwill. We understand that you were finding it difficult to resist (the subsequent deposits indicate that, as well as the tone of your phone conversation) and we acknowledge that perhaps this should have been identified by the CS agent. Basically, the agent should have offered to shut your account until it was resolved in theory, but at many points in your phone call you were jovial and exhanging pleasantries with our agent. In a nutshell - it was hard to identify as there were mixed messages.
We apologise for any inconvenience caused, and request that you reply to this thread to inform us whether or not you accept a refund of your last two deposits to the amount of £50.
In the meantime, we wish both you and all readers a good weekend.
The Gala Casino Team.