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Gala Casino - Missing funds

RESOLVED
Complaint Info
Disputed casino Gala Casino
Reason Software glitch
Posted on May 21, 2014

I was playing a game on there site called chest of plenty when I got to a bonus round called jackpot island as it was buffering to load it logged me out of my account I contacted the site by email and they replied basically saying I was lying so I asked to speak to a manager but then they replied saying they have found my winnings and that it will be transferred back into my account but I didn't even get a chance to play the bonus round still 5 days later no manager has contacted me then 2day 5th October the exact same thing happens again it always seem to be when u get a chance of winning big money please help me best regards < name removed >

Posted on October 13, 2013

Dear Mr < name removed >,

Thank you for raising your concern and I sincerely apologize that you're unhappy with the information provided to you.

I've reviewed your account and the messages received/sent by yourself and my agents.

I can see we originally incorrectly informed you that you had won £16 instead of the correct amount which was £45.

This miscommunication was due to the broken game and us needing further information from our software supplier.

The correct winnings were subsequently credited to your account as was a small goodwill gesture when you originally raised your concern to us.

You did request a telephone call and our Supervisors attempted to contact you on a number of occasions.

We then sent you an email on 7 Oct 2013, at 23:37 hours informing you of the attempts and asking for a suitable time to call you back... You didn't respond with a convenient time and date.

I've reviewed the replies sent by my advisors very carefully and am happy that at no time did they imply you were not telling us the truth.

We did not have any other customers experiencing issues with the game in question "Chest of Plenty" which suggests it was an isolated incident.

To summarize, I am very sorry that the game error caused you distress and inconvenience, and that you were initially given incorrect information about your winnings amount.

However, I am satisfied that all due funds have now been credited to your account and my agents acted in a professional manner at all times.

Sincerely,

The Gala Casino Team

Posted on October 14, 2013

Still haven't heard nothing from you gala bingo online

Posted on October 17, 2013

Dear Mr. < name removed >,

I am writing in regards to a recent complaint about an error which occurred whilst playing 'Chests of Plenty'.

Firstly please accept our sincere apologies for any inconvenience whilst playing on our website, having investigated this matter further we were unable to locate any broken games on your account.

In regards to the previous broken games you've experienced, we would like to again apologise as if you were incorrectly advised about the amount of winnings you were due. This was an error from our side, however all of our game winnings are verified by the game manufacturers who confirmed to us the due winnings and we can confirm the correct amount has been credited to your account.

Unfortunately on the rare occasion online games can suffer from technical errors which has happened in this case, however we are always able to amend these errors and ensure all due winnings are paid in their entirety.

If you have any further queries regarding this matter or any further information to provide, we would be more than happy to continue investigating this matter. We hope you continue to enjoy using Gala Interactive in the future.

Kind Regards,

George

Gala Interactive

Customer Support Team Manager

AskGamblers
Posted on November 10, 2013

 Mr < name removed >, is this complaint solved?

AskGamblers
Posted on May 21, 2014

Dear @Grantb28,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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