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Gala Casino - Casino do not want to pay 3000 euros

Complaint Info
Disputed casino Gala Casino
Reason Bonus terms violation
Posted on June 24, 2014

Dear Askgamblers,

I have a situation with galacasino that I hope you can help me.

Resuming the situation is the following: They said that I did not respect their Terms&Conditions. The problem is that the T&C that was always shown to me are not the one that they say that I had broken.

I opened an account in galacasino website through your website using the exclusive 100% up to 400€/£ link in 24-07-2013. The landing page of this promotion has a specific T&C in the bottom.

I deposited 400€, received 400€ in bonus and played in blackjack and in crazy7 and when I completed the rollover requirements I had in my account approximately 3400 euros.

After I play more than 16000 euros I thought that I could withdraw some of MY money. But I was wrong.

After the withdraw, on the 05-08-2013, It was sent to me the following message:

"Dear Mr Faria,

Please be advised that no winnings will be paid out on your account from the £400 welcome bonus, as selections 10 and 11 of the Terms and Conditions for this bonus were broken.

All winnings have been made void and no further bonuses will be issued.

Please see the below link for the full T&C's of this bonus;


If you should require any further assistance please do not hesitate to contact either myself or the Gala Customer Services team on 0800 328 4272 or via email to [email protected]



Gala Customer Services team"

The section 10 and 11 that they talk about refer to bet more than 20% in a single bet and bet in 3 lines slots (like crazy7) before achieve the bonus requirements. Effectively I played more than 20% in a single bet and played in crazy7.

The problem is the following: The terms and conditions that they talk were never shown to me during my gambling experience. Even when I made the buy-in in the promotion was not shown the T&C that they talk about.

Until now I haven’t discovered how an user can go to the page that Gala refers without the direct link.

All users that come from askgamblers exclusive promotion page goes to:


In that page there aren’t the two rules that they say that I had broken. Even in the full/general T&C that is available in the homepage (at the button) it is not said anything about it. It Is impossible that I had accepted the terms that are in the link that they talk about because I was never in that page. After the user click in "JOIN NOW" button that is in http:/­/pr­omo.ga­lac­asi­no.c­om­/af­fs/­rou­let­te400/ , it goes immediately to the registration page.

I should refer that the landing page is not responsible of the affiliate but the casino itself. So, the landing page should have all the information updated.

This way, It is not acceptable that the landing page of a promotion has a terms and conditions but after all it is not correct and they give other link saying that it is the correct page. If this is possible, the T&C don't worth anything to players because every player can do everything according to a an announced T&C but then it is not the correct T&C and the player lose his money.

To sum up, I think that is not a fair situation because the terms that was ALWAYS show to me is not the one the Galacasino claims to be the right terms.

It is 3000 euros, not 30 euros! They are keeping the money that I won with the risk of my own money.

Best regards,


Posted on October 24, 2013

Dear Mr. Faria,

I am writing in reference to a recent complaint submitted in regards to our welcome bonus.

Looking into this matter we can confirm your bonus winnings were removed in accordance with our terms and conditions.

10. Players cannot bet more than 20% of the bonus amount in a single bet or game round on any of the casino games for the duration of the bonus, otherwise the bonus and all associated winnings may be voided.

11. Withdrawing any funds out of the casino bonus section of your account before completing all of the required wagering will result in your bonus funds and winnings being removed.

Under further investigation it was brought to our attention that as you registered your account through an affiliate, the welcome bonus terms and conditions may not have been displayed to you before accepting the bonus and beginning to wager towards it. As a result of this, we have decided to reinstate all bonus winnings as a gesture of good will.

We would like to apologise for any inconvenience this may have caused, we hope you continue to enjoy using Gala Casino in the future.

Should you have any further queries, please contact our customer service department who will be more than happy to assist you.

Kind Regards,


Gala Interactive

Customer Support Team Manager

Posted on June 24, 2014

AskGamblers Complaints Team have been informed by the player via email that their complaint has been successfully resolved. 

The case is being officially closed now.

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