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 >