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Gala Casino - No payout, still on hold

RESOLVED
arw5533 United Kingdom
Posted on July 3, 2017.

Morning
I made a withdrawal of £1150 on 29/6/2017. It then disappeared from the withdrawals section so I decided to contact live chat for help. I spoke to a helpful advisor who told me that the funds were put on hold. After multiple contact with the advisors I was told to leave it 24 - 72 hours awaiting a response. I re contacted them this morning to check whether there was an update, as apparently I would need to ask them as the system wouldn't email me to tell me if there was an update. They have told me the withdrawals still on hold pending a team to look into it. I looked on the Gala Casinos FAQs section at no point did it mention that my funds could be put on hold bearing in mind my account is fully verified with the site. I was told however the T&C's section does state this but in my opinion not to any great detail.

The frustration for me is the lack of detail being provided by the advisors who unfortunately cannot contact the relevant team for me other then to escalate the issue which hasn't really done much. The advisors ive spoken to can't elaborate either why the funds are on hold as theres no detail specified. Additionally the other issue is the fact that because the FAQ's help centre section doesn't state your payouts could be put on hold ive spent money I had spare already as I was expecting these funds from Gala which has now left me in a financial mess.

Please can you help me with some clarification and a timescale as to when im going to be paid out please.

Ashley < surname removed >

Posted on July 3, 2017.

Hi Ashley,

Apologies for any inconvenience, whilst the vast majority of withdrawal requests are processed promptly, there are at times occasions where additional checks are required, which would lead to slight delays.

Any requests made on Thursday should have been in process over the weekend.

I will look into this for you and get an email sent directly to you to confirm the status.

King Regards
Adam

arw5533 United Kingdom
Posted on July 3, 2017.

Thankyou Adam I await your response. Please also I would like to add that although your advisors couldn't elaborate on the issue thry've been very compassionate and helpful. Also thanks for the quick initial response.

Ashley

arw5533 United Kingdom
Posted on July 3, 2017.

Afternoon.

I am pleased to advise askgamblers and Galas representatives that this has now been resolved.

Thanks for your help
Ashley

AskGamblers
Posted on July 3, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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