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Gala Casino - Not paying up, not helping with resolving 'mysterious' software glitch

REJECTED
Complaint Info
Disputed casino Gala Casino
Reason Declined payment
Gnf1974 United Kingdom Message
Posted on October 26, 2017

I have recently joined gala casino, made a few deposits had a couple of bonuses but have met all wagering requirements.... I tried to make a withdrawal and it said I had to close all active games first.... Contacted chat, was told there was still wagering requirements and what they was so I went and played some more. I tried to make a withdrawal and it declined again. Talked to chat and told all wagering requirements have been met but the bonus is stuck and needs to be manually removed. They created a ticket, and it would be sorted within 24 hours..... 24 hours later nothing so I chat again, they ask for more time upto 72 hours. Again the time elapsed and nothing so I chat again and am told please give them a further 48 hours..... Absolutely fuming at this point. Tried to make a withdrawal Friday and now on Wednesday still nothing. Quick to take my money though

Posted on October 27, 2017

Hi,

I'm sorry to hear about this - and have looked into this case on your behalf.

These things do happen and will be a genuine technical issue - we don't hold a players withdrawal where we have no reason to. I'll chase it internally.

I can assure you however that if the funds aren't played through, they will not go anywhere. Subject to the usual checks a withdrawal can be made as soon as the stuck bonus is resolved.

Kind Regards
Adam

Gnf1974 United Kingdom Message
Posted on October 27, 2017

Excuse me if I don't take your word for it. I have been "assured" numerous times about things and yet I am still waiting for it to be resolved. After having more emails and such sent to me, each one with a different "solution" to the problem yet nobody actually solving the problem!

Posted on October 30, 2017

Good Morning,

Please be advised I have chased the matter up for you this morning.

Regards

Gnf1974 United Kingdom
Posted on November 2, 2017

Finally after all this time and after I played away all my funds they remove the bonus. Someone I know was able to withdraw a small amount with no issues..... Seems very much like I had a larger amount so they kept the bonus stuck there until I had got bored and played through it all. Not impressed.

AskGamblers
Posted on November 2, 2017

Based on player's last post it is now obvious that the disputed withdrawal amount has been played and lost by the player. In such situation, AskGamblers Complaints Team have no other option, but to reject the case as the main complaints subject is no longer valid.

AskGamblers
Posted on August 26, 2020

Based on player's last post it is now obvious that the disputed withdrawal amount has been played and lost by the player. In such situation, AskGamblers Complaints Team have no other option, but to reject the case as the main complaints subject is no longer valid.

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