Ag Awards

Gala Casino - no response after 7 emails

Complaint Info
Disputed casino Gala Casino
Reason Verification issues
Amount £ 200
Posted on July 23, 2014

I deposited £200 with this website, and then tried to withdraw it on the same day. They have not sent me the money (it's been a week) and have not gotten back to me. I have sent them 7 emails so far and I have received no response from them.

I would suggest people stay away from them.

Posted on May 8, 2013

Hello Ron,

Please be advised that your last £200 deposit was returned on the 28th of April.

You did indeed send in many emails, but our security team could not match the details with your identity nor were the docs sent in clear or sufficient. This is standard practice and is exactly what makes our casino trustworthy and reliable.

After your withdrawal process was completed, the relevant team left this note on your account:

"sent in unclear copy of pp and HM Revenue letter - has informed CS that some of the details on the account are incorrect - asked for the account to be closed and remaining deposit refunded kyc 28/4/13"

We believe that this justifies what happened and feel that we have not handled the matter in any untoward manner of any sort.

We apologise for any inconvenience caused and look forward to your reply on this thread.


The Gala Casino Team

Posted on May 8, 2013

I'm afraid I still find your behaviour unacceptable. You say that you needed my details in order to pay the money back to the account from which it was taken - well, that's not true. The fact is, you eventually paid me the money back without confirming my identity.

However, despite any of this, and whether your rule to be able to take money from people without confirming their identity and not putting it back without confirming is right or not (which I strongly believe is wrong, and encourages irresponsible gambling) the fact of the matter is that it took me over a week and 7 emails and a 15 minute phone call to get my money back. If you say you had problems with my identity - why did nobody call me or contact me? You just blocked the account, making it impossible for me to log in to check on the status. This is unacceptable. I think if I put money in your account - I should be able to retrieve it within 24 hours (I am not talking about winnings, this was just the money I originally deposited, going back to the account from which it came). As a result of you not responding, I was overdrawn and had to pay interest to my bank - that's completely unacceptable.

And to ignore all my emails and take a week to sort this out is unacceptable. If you take money from people - you should guarantee responding to their emails sooner than that!

Posted on May 8, 2013

 Is this issue solved and do you find casino's reply satisfactory?

Posted on May 8, 2013

Issue is solved but I did not find the casino's reply satisfactory.

Posted on May 8, 2013

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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