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Gala Casino - Over 85,000 GBP unpaid winnings which they claim I won while playing in 'demo mode'

UNRESOLVED
Lisingmo United Kingdom
Posted on February 1, 2017.

Hi ask gamblers before I write a complaint to yoursite again regarding gala casino I have attatched a few screen shots of that's chats I have had from gala VIP I would very great full if you could read the complaint I sent as i really do not know what to do or where I stand with this whole situation I've asked around but not no real solid answer as this has never happened before I did not opt into any bonuses or won my winnings from them I want to be completely honest with what has happened if you could please find the time to read this I would very greatfull I haven't slept properly for nearly two weeks
Basically I played on gala in December 2016 I did not win anything at all which is fine so I didn't play again for a few weeks after Christmas I played again and on the 27th I won around 11000 from pharaoh fortune which they paid me fine afterwards I played different games like piggy wizard, jungle jackpots roulette blackjack and many more for hours and hours over different days my lucky streak kept on going I won a further 20000 acumalated over a few days I withdrew around another 12000 then another 9000 I had now acumalated enough funds to carry on playing and see how my luck was going on the the 4th of January I won around 16000 which I withdrew but it never hit my account but I wasn't fussed as I had already won quite a lot and had plenty to get me by it had gotten to around 10days before I started questioning where had my money got to. In between that period I was playing Pharos fortune and got to the bonus round but it crashed which had happened before in the past the customer service team and website just tell you to close the browser and log back in and your game should resume as normal when I logged back in this was on the 7th of January and tried to play my bonus round on Pharos fortune it redirected me to the new Cleopatra plus game bonus I won over 3000 from that feature but I did not draw it out I lost it back to them on blackjack and other games firstly as I thought it was a bonus or new game promotional thing and I did not want to enter into any of there bonuses wager scams as I play quite large in general and i did not want to get into and arguing into any bonus abuse disputes . Anyway after playing cleopatra plus I quite enjoyed the bonus and game so I played Cleopatra again only this time I played the original one accidentally but I won which I was over the moon with but then again I lost it all back to other games and did withdraw anything I deposited a further 160 into gala and played the new Cleopatra plus which I wanted to play in the first place I bet 80gbp a spin and on my second spin I won a bonus round which paid over 22000 I couldn't believe my luck I was actually felt like fainting I carried on playing for hours that day and won around 69000 over the entire day on Cleopatra plus. Rise of Anubis roulette and blackjack. I then drew out all my money I had which was 69000 I planned for everything a new car deposit for house charity work and basically just counting my chickens before they hatched. Any way back to my 16000 withdrawal I had still not received by funds in my account after 10 days of calling everyday from the seventh onwards which was strange as I withdrew to Skrill which usually take 24hours so it got to the 12th of January and still I funds which by this point I am very worried they said don't worry it is normal for big wins and it's just going through security which I accepted and so I thought ok no worries so I tried to log in to my account later that day and it said player cannot log as this player is frozen this is when it went all wrong I called every day and spoked to customer services and they said they have no information and it was with the payments team everyday I rang with the exact same response until I started speaking to the VIP accounts manger tony who was very understanding and and very good as were all the customer service team they were all lovely and really trying to help me find what's happening. Which is very important as I really was panicking they were wonderful.
Fast forward to the 22nd I spoke to tony again and he told me it's bad news I only received small amounts of information but basically he told me that on most of my bonuses I won my stake wasn't taken and that the winnings and all the winnings acumalated through this would be voided they said that when I reached my bonus rounds they went into demo play instead of real play so my wins do not count. So now I nearly fainted again I could not believe what they were telling it thinking this is a scam I've been robbed what lawyers can I get what can I do I'm missing 87000 which I genuinely won. First of all I can say with out any doubt the slot games which I played none of them have demo mode it is not possible for it to go into free play mode so I don't understand there argument and if they are claiming this or even if this is true where have my bonus rounds gone that I had reached I used my money and placed valid bets there terms and conditions can't win in every angle can they I didn't influence any outcomes I didn't do anything but press spin how can I know there there claim is true it didn't malfunction it played normally and fine this is totally biased if they use this clause to void all my winnings it's a life changing amount and I can't just do nothing about it
Please can you recommend what is my best option to make sure they can't twist or tamper with any of my gameplay as I can't even logg in to acquire my statements. I have already sent in a formal complaint which I have submitted to there complaints team but no reply yet it's been 7days since I sent it

Posted on February 2, 2017.

Hi Lising Mo,

We are fully aware of the situation and can assure you that this matter has been investigated at the very highest level of our business to ensure any decisions taken were justifiable and in line with our site terms.

We will be unable to discuss matters further with you on this medium - you will need to await response from, and follow our formal complaints procedure.

Regards
Adam

Lisingmo United Kingdom
Posted on February 2, 2017.

Thank you for the reply Adam but that is my problem you haven't even gave me a real answer as why my winnings were voided I haven't seen any proof I will wait for the formal complaints teams reply but other than gala just saying it . can you send me proof of malfunctioning of game and why was I frozen I didn't do anything but press spin or show proof to ask gamblers as to why your decision was made and if it does comply why with your terms as I really do not know or understand fully hence the reason I am on here I need advice on what to do

Lisingmo United Kingdom
Posted on February 2, 2017.

Also can you point which terms of site I broke I can't seem to understand which one if any

Lisingmo United Kingdom
Posted on February 4, 2017.

I ask for a statement of gameplay and this is what they sent me which does not really help I'm not saying gala are doing this on purpose to not pay me they probably are checking everything properly I'm just getting impatient that's all I really need some response from them any response at all

Lisingmo United Kingdom
Posted on February 6, 2017.

Day 14 no response what so ever please can gala respond to me in any shape or form the gambling commission states you have to keep me informed of how my complaint is doing after 2weeks which it has been now

Lisingmo United Kingdom
Posted on February 7, 2017.

Please can ask gamblers ask gala to respond to me with something anything at all I feel like I'm being ignored

AskGamblers
Posted on February 7, 2017.

Dear Lisingmo,

Please keep in mind that Gala Casino representatives are perfectly in aware of way in which AGCCS /AskGamblers Casino Complaints Service/ is working and the fact that this complaint is going to be closed as Unresolved in case they fail to respond within the given time frame of 96 hours OR inform the AskGamblers Complaints Team they need more time due to a pending investigation.

Whether a casino would reply to their AGCCS complaint or not is not a process we could control unfortunately, however each Unresolved complaint brings consequences such as decreased Casino Rank Score and of course, negative impact over casino's overall reputation.

AskGamblers Complaints Team hope the above clarifies your concerns and we could count on your patience while waiting to hear the casino's point of view on the matter or close the case as unresolved if they fail to reply within the given time frame.

Lisingmo United Kingdom
Posted on February 7, 2017.

Ok I'll wait for the 96 hours but please bear in mind that my response from the 2nd and4 th have still not been answered which makes it well into the 96 hour time frame they have I'm not asking gala for an answer right now just an update to how things are going I've emailed numerous times and called customer services whom have also emailed the complaints team with no response how do I know that my complaint has even genuinely been acknowledged with out having any acknowledgement. I'm sorry if I sound rude just getting impatient

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