Gala— player complaints: 14 in English

I played at a casino called gala casino. I spent some money then self excluded. Went to play on a different site and found out I was self excluded from that site. It was foxy bingo. both owned by the same company. I shouldn't of been allowed to play as I was already self excluded. I would like a refund of all deposits. The casino has been responding but just keep saying please wait. It's been over 72 hours and still no news. I would like a refund as I was already self excluded

I have had an account opened with gala casino using my card that wasnt me. I have complained and has my bank card stopped and gala have froze the account but wont do anything else as I cant give them a username or account email address as it wasnt opened my myself. I have hit a brick wall and dont know what else to do. On the said site it does say no deposits can be made until identification has been provided, this wasnt done they told me. They said as I had an account with coral their sister site years ago that was closed due to gambling problems they verified it this way.

Within a week I have £4563.71 as my net deposit figure. In this time I have made 41 deposits, REVERSED 5 withdrawals and had £75 withdrawal processed. I have used LIVE CHAT to ask for bonuses several times, VIP status, I REQUESTED for my withdrawals to be locked so I couldn’t cancel them - NOT once has there been any interaction as per the rules to responsible gambling!!!!! Within minutes of the chat requesting to lock TWO pending withdrawals – (£5500 and £5000) the temptation to reverse won. Both lost. The least that should have been offered/advised here would have been to take a break for 24hrs or something – or at least QUESTION “why do you want the option to cancel the withdrawal removing”. Its clear as to why. I spelt out in various conversations whilst pushing for some bonus in return how I had deposited £4k – it didn’t once raise any interaction from your company! I think its utterly disgraceful that the signs have literally been ignored - emails sent only to offer1 bonus and to promote NEW slots. Inbox messages to encourage more deposits. Opportunities for them to QUESTION my play, gambling, control etc were given through chat over a course of days where each time i referred to the amount i had deposited in the short space of time. Noboby referred to responsible gambling I request that I receive a FULL refund immediately of my net deposits/or the cancelled withdrawals to reinstated and paid to my VISA card registered so that this can be resolved fairly and efficiently preventing future fines and negative reviews/press. Please help

On the 1rst of July I emailed gala bingo for a self exclusion due to my mental health issues and my gambling addiction and losing hundreds between gala and gala spins however this was never help up on there end and when the craving resulting in me loosing another 700 pounds and spiralling me back in to depression.

On the 1st of April I deposited £260 into Gala Casino. They gave me a £260 bonus to play with. I read the bonus rules and played slots making sure that I never deviated from any of these rules. I ended up winning £5705. I cashed out and that’s when the problems began. Gala asked me to send them my ID. I sent them a photo of my passport. They accepted my ID and then asked me to send a proof of address. I sent them my bank statement. Some time passed and they emailed me back telling me that since I didn’t pass their security my account was permanently closed. They confiscated all of my winnings, less £260, which was all that was returned. I was very careful not to break any of their rules. There is no excuse for this. If my documents did not meet their criteria, then they should explain what I did wrong and give me a chance to send something acceptable. They have not done this. They have declined my photos (despite them being crystal clear), closed my account and voided my win. They will not allow me to verify my account. They have seized my winnings despite the fact that I never breached any of their terms and that every character on both the photos of my bank statement and passport were in absolutely perfect focus, even when zoomed in on (I still have the photos and can send them to The Pogg to verify this if needed). So I ask that you please help me to recover the funds and hope that this complaint serves as a warning to punters that Gala will use their verification procedure as an excuse to void their customer’s win if and when they feel like it.

I registered with gala casino on 2 august not knowing I had a lifetime self exclusion so they let me play and I won about £1500 pounds so I withdrew £1400 pounds but I cancelled and I ended up losing about £2100.The next morning I tried to log in and it said my account was frozen I knew if I had withdrew the £1400 pounds and went to bed they would not have paid me out so I have asked them for my money back because it should have flagged up at the start that I was not allowed to play its not right they can refuse to pay out if you win but can allow you to play for at least 4 hours and lose a fortune and not give you your money back it strikes me of one sided.

Hi i deposited 10 euro to avail of a welcome offer of a roulette bonus. 10 plus 40 bonus for new customers. I read the terms and conditions and even sent an email to clarify what would disqualify my bonus being careful not to make a misstep. I was lucky and won 894.10 euro by the time i had met the wagering requirements (including i think loyalty points converted to 15 euro). I was told i had met the requirements and was now free to withdraw. My withdrawal was not processed and i thought it could be due to the holiday weekend. This morning i checked my gala account to see it had been refused and that there was a pending withdrawal of 10 euro requested on my behalf by them. The rest of the money was not in my account but recorded as a playable balance in my bank history. I contacted them via email several times since seeking clarity and there seemed to be confusion on their part as to what was going on. Getting my name wrong, thinking i was a bingo customer etc. So i did not panic but suspected that someone was going to say i breached terms and conditions somehow. It had been stated that they could decide for any reason that this was the case. However they never once referenced the bonus. I am writing now because a staff memeber has contacted me reporting and i will just copy and paste this: "Hello [EDIT], Thank you for contacting Gala Casino. Thank you for the clarification. Upon review of your account, I can see that your withdrawal of £894.10 was declined. Please be advised that this has been processed by the Relevant Department and we will not be able to disclose the reason for the decline." I replied that i will be seeking immediate arbitration. Is there any way you can help me with this? All the best [EDIT]

Gala hasn't processed my withdrawal for more than a week, after they've approved my documents. This is my username: [EDIT]

Hi There, I deposited 100 GBP in Gala casino using the below link and was given 400% bonus [EDIT] I then played casinomeister slot machine on 10 GBP per spin and used the gamble feature (which is allowed). During the rollover I used 5 GBP per spin. I ended up having 2950 GBP after meeting the wagering requirement and sent withdrawal request to Gala. In the meantime my account was suspended and I was no longer able to log in. Also, I received email saying my winnings were voided due to breach of bet limit terms on First Deposit Bonus to win funds with bonus active. I called Gala and was told I placed stakes such as 50, 100 , 30 , 20 GBP which is not correct. All I have done is to play with 10 GBP per spin and then reduced my spins to 5 GBP and when I made some winning I used the Gambling feature. Username: [EDIT] Email: [EDIT] I will appreciate if you could assist. Thank you, [EDIT]

Hi, I hope you can help me. My complaint is a little unusual but having exhausted Gala's internal complaints I wonder if you can help or push me in the right direction. My problem is as follows: I have held, and been a regular depositor at Gala bingo for years and years, around 10 years now. I self excluded at coral around 2012-2013. I cannot remember the exact timescales. I believe that this led to my Gala Casino account being blocked also, because they are connected. I have been depositing and playing at gala bingo, completely unaware this would not be allowed (I had no idea coral were even connected to Gala) and the thought never even really crossed my mind anyway. I tried to re-open my gala casino account last year, because I fancied a go, to be told I was self excluded. I did not remember doing so, but it was so old I could not remember when it happened and I was told it was frozen due to my Coral account being excluded. So I queried it with the live chat agent who told me, the system has changed so he has no idea when it happened, but it shows me as excluded. At this point I thought.. Hang on, I have been playing at Gala Bingo since 2008.. Surely that is not allowed either... As my older account with exactly the same details, why has that not been excluded? The penny dropped in my head that had I tried to withdraw after around 2013, it would have been denied because they would have connected the accounts.. I told Gala that I have a gala bingo account, and surely that is not allowed.. and they immediately froze it which proves me correct on the above point. I therefore believe Gala should give me back my deposits on the bingo site because had I won, this would not have been honoured and I know they would have played the 'sorry' excluded card. I did not realise at any point I had excluded from Gala by excluding from Coral. I have complained to Gala, but they come back and say I was not excluded, and that there was an error, and that I would have been paid because I was paid a small withdrawal in 2012.. but that was prior to the exclusion. They keep focusing on a small exclusion I had from my bingo account in 2008, which is not what I am talking about and that was reactivated anyway. Normally I would let it pass, if it was obvious or I had been an idiot, but I feel like they are not being completely up front with me, and should have excluded the bingo account too rather than accepting deposits for years... I hope you are able to see my point and help in some way? Thanks My gala Username is [EDIT].

I self excluded from Coral betting Oct 2013, which included all of its other sites including Gala casino. My user name was [EDIT]. I was told later that I opened a GalaCasino account in the name of [EDIT] in Feb 8 2014. I don't remember but accept it, played for one day then stopped. I received a email promo from Gala casino Aug 4 to log in and claim a bonus to continue playing. I played and lost £3600 over 2 days on the slots. At this time I checked to see whether I self excluded, then remembered I did for 5 years with Coral. I then checked to see if I could open a coral account and found that I could under username [EDIT]. At this point I contacted Coral to check and they confirmed that a self exclusion was in place and said they will close both accounts down, Gala casino and Coral. When I contacted Gala casino they said they were not in breach as I had circumvent the self exclusion therefore will not return any deposits. The same email address, home address, client details including my real name was all the same and wasn't flagged up as someone who self excluded, so I obviously didn't try to mask my identity The customer services supervisor says the matter is closed and I cannot enter into any more dialogue with them. Any help if I have a case for complaint?

I am user name [EDIT] at Gala casino. Here is what has happened. 1) I submitted my German ID Card and official letter to my house with my name and address clear on it and no edges or anything cut off. Very clear proof of address. 2) They verify my account and say payment is being processes. 3) They stop payment and tell me they need me re-verify my account. 4) I send passport front and back full and clear. 5) I send Neteller screenshot full and clear showing my address, name, and even balance and everything. They do not accept. 6) I send letter from my bank full page and clear with my address and name and bank address and name clear on paper. 7) They still refuse to take and say I need better documents. There is no way anyone can send as much document I send if it is not really them. They need no verification when I deposit and they can process in 5 seconds. But when I want to take out my money they need weeks to process and the 5 official document I have give them is still not enough. Here is the paper I give them already for proof of address they do not accept. They accept my German ID and Passport already for that part.

I signed up to Gala, got their welcome bonus and finished on £8950 after finishing the wagering. I sent all my ID off as requested, but Gala have just emailed me back saying I have 'failed security' so my account has been closed, my winnings confiscated and my deposit paid back to me. I pleaded my case, but all they have sent to me is; Dear [EDIT], Unfortunately, we have been unable to verify your details and therefore have failed our security checks. We wish to confirm that your account has now been closed. Kind regards [EDIT] Account Security Department Gala Coral Group They won't tell me anything else. I have sent them all the ID they have asked for and they won't tell me what they need for me to pass security. Please help.

I signed up at gala casino and received an email saying deposit bonus of 200% the email said to receive bonus simply log into your casino account and make a deposit and a pop up message will appear just click on accept. This is were the problem starts as when I made deposit no pop up appeared and there was just the 30 that I had deposited. So i go on live chat and wait 45-50 minutes but no answer (this is the longest i have ever had to wait as most playtech sites come on right away). So i log off the live chat and then 10mins later it comes on i tell them the problem he simply tells me that the bonus cannot be payed because the casino manager is trying to add bonus but the casino wont let him. What kind of an excuse is this but I know this is a lie because 2 days later they sent me a 5 bonus that's some difference as i was suppose to get 60. my user name is [EDIT]