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Gala Casino - Wrongfully opening my account after self-exclusion period?

UNRESOLVED
HOOKIE1 United Kingdom
posted on December 1, 2017.

Hi,
I went onto gala online casino to see when my self exclusion ended. They told me I had self excluded for one year 2 years ago so I would be able to re open my account. I asked them to re open my account. They told me I had to phone to re open the account. This is what I did.. I phoned and they opened my account there and then.. I did everything they had asked of me.
That night I deposited £790 or £760 I can’t confirm exact amount as I have been frozen and have no access to my account. Anyway I played and lost that night. Not a problem. I then logged on the next day to try and win some money back, however my account had been frozen. I went onto online chat and explained this wasn’t fair as I had deposited and played. They said they would pass on my complaints and have an answer to why this had happened within 72 hours. 72 hours passed no answer. I then phoned and told them of my complaint, they told me I would have an answer, did not give me a time frame. I waited 72 hours and heard nothing. I decided to e-mail gala casino of my complaint. They e-mailed saying they would have an answer of my complaint a maximum of 72 hours again I have heard nothing hence this... I feel they have wrongfully opened my account and taken money.. If it was left opened I would have no problem but they opened and closed it after several deposits which I feel is totally wrong... They have done nothing to rectify this issue and just keep ignoring me... I now feel they should refund my money which is wrongfully taken.....
Regards
Richard H

posted on December 4, 2017.

Hi Richard,

Please allow me to look into this for you.

Regards
Adam

HOOKIE1 United Kingdom
posted on December 4, 2017.

Hi Adam,
That would be appreciated
Regards
Richard

AskGamblers
posted on December 8, 2017.

Dear Gala Casino,

Please let us know if there's some update regarding this case.

HOOKIE1 United Kingdom
posted on December 8, 2017.

Hi
They e-mailed me I replied they said they would answer within 24 hours but heard nothing in 3 plus days now...
Regards
Richard

posted on December 11, 2017.

Hi

We have emailed the player directly in regards to the issue

Thanks
Adam

HOOKIE1 United Kingdom
posted on December 11, 2017.

Can they confirm when the e-mail was sent. I have had no e-mail since I replied.... What is going on? Can’t get any answers....
thanks
Richard

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