Gala Casino - So Slow On Account Verification

colleen90 United Kingdom
posted on January 12, 2015.

Hi, I recently thought I would open an account with GALA casino. I deposited 100.00 and didnt opt in for any of their bonuses. I played for a couple of hours and in total won 2500.00. I then was asked to verify my account which I done, I have sent several emails with different kinds of verification (driving licence, passport, utility bill and even tenancy agreement). I have lived at my address for less than 6 months so I had to call the support team as stated on their website, the girl I got on the phone was rude & unhelpful. I am still waiting for someone to get back to me after sending all these emails and the only response they seem to have is that someone will get back to me within 72 hours. I am extremely unsatisfied and annoyed and have even said that I will be seeking legal advice & still nothing!!!

posted on January 16, 2015.

Dear @colleen90,
Any update considering your complaint? Thank you.

colleen90 United Kingdom
posted on January 17, 2015.

Yes, they ae saying an account had been set up in my name peviously, to which I had tried to explain that I was a victim of fraud and that my bank and local police station could verify this, They do not want to know and have closed my account and refunded my deposit. However I will be seeking legal advice

posted on November 30, 2015.

We have been provided by valid evidence on behalf management of Gala Casino, that player's breached casino's terms ##3.3 and 3.4:

3.3. Customers are only permitted to have one account for use on the Service and these personal details supplied for this account will be confirmed through Verification Checks.
3.4. Any other accounts which we have reason to believe are opened or operated by You (in addition to any existing account whether the existing account is active, or frozen or closed for any reason), will be deemed a duplicate account ("Duplicate Account").

Based on everything stated above and that player's deposit was returned, we consider this complaint resolved and officially closed.

If player is not satisfied with our decision, he can seek further assistance with licence authority of Gala casino.