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Gala Spins Casino - Winnings held and account closed due to a business decision

UNRESOLVED
Complaint Info
Disputed casino Gala Spins Casino
Reason Account closure
Amount £ 561.28
Posted on December 16, 2019

I don’t regularly play Gala Spins but I deposited £20 on Monday night and won £561.28 on ‘Book of the Irish’ game. I immediately proceeded with a withdrawal of this amount through my Paypal. Normally, I know it takes a couple of hours for your withdrawal to be processed and paid through Paypal. However, I checked Tuesday afternoon and my funds had still not cleared so I went to try and login to my Gala spins account to be told there was an issue with me logging in so I went onto the online chat, to be then told that my account had been closed due to a business decision?! I proceeded to ask them why and they said they could not give anymore information?! I then asked them about the withdrawal and they said that it was under review. They told me I would receive an email regarding both my withdrawal and feedback about my account closure within 24-72 hours well the time has elapsed and still nothing??? I have phoned them and they will not give me anymore information. I deposited that money and they were quick enough to take it. However, upon trying to withdraw my winnings, they have not paid out and even closed my account due to a business decision. However, now when I try to login they say that I have self excluded which obviously isn’t true as I wouldn’t have been able to login to my account and play on Monday?!!! Also I was able to make a withdrawal of a small amount back in June?!! I am very dissatisfied with the whole service and the fact that I have still not received my winnings and no communication from anyone!

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