Ag Awards

Gala Casino - Weekend Wonder Surprise Cash Bonus not credited

Complaint Info
Disputed casino Gala Casino
Reason Bonus not given
Posted on August 26, 2014


I opted in to the Weekend Wonder Surprise Cash Bonus. I met the deposit and wagering requirements, but no bonus has been credited to my account. I complained about this in the live chat and got confirmed that I should have been eligible for that bonus. They promised to get back to me via EMail. Since a week they tell me daily that they await a response from their so called "Casino Team". I wrote them several times that they should speed up, but nothing happened. This was not the first time that a bonus I was eligible for has not been credited automatically. But this time it seems that they´re not able to handle this matter at all. I´m truly disappointed about their customer service. Be careful when opting in to any bonus offer with Gala, it´s not sure that you´ll get what they promise!!

Just one example for their responses I´ve received for a week now without anything happening (whole conversation available if necessary):

Dear Michael,

Thank you for your email.

We apologise for the delay and any inconvenience caused in this matter. We would like to inform you that we are chasing this matter for you and get back to you as soon as we get a response from the Casino team.

We thank you for your patience and cooperation and if you have any additional queries or require future assistance, please do not hesitate to contact us.

Kind regards,


Gala Casino Customer Services Team

Posted on August 26, 2014

We got an conformation from the Submitter that this issue is resolved.

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