Gala Casino £600, 2 months non-payment. No answer to e-mails. Promises to call-doesnt

[cyprean]

Let's say on the record that I have always got paid in the past at Gala Casinos. Not this time. In short my original withdrawal request made in December has not been processed yet although I have send them around 20 e-mails and e-messages and called them 3 times weekly.

In the beginning of December I made a couple of deposits and did pretty well, ending up cashing out around £280 first. I made a withdrawal request and asked them to wire transfer it. Cashier says 'withdrawal succesful' and no one contacts me by e-mail so I think everything is fine.

A week later I go check out way my cash out has not arrived and I see that my cash out has been reversed back to my casino account. Well, I try again. A week later same thing happens. I send them a couple of e-messages and e-mails what was going on. No reply.

In January the money is still in my account so I play a little, and I cash out around £600. A week later the money gets back to my casino account. I call them, and petty CS representative says that the manager is not in but he will sort this out and contact me the in the morning by phone. The manager never did.

I sent them e-mails and e-messages again, by this time I've sent them around 20 of them, and got only 3 replies back. Latest reply asks me to send a copy of my Mastercard statement so they can process it back to my Mastercard. I reply their message that my Mastercard does not support withdrawals and ask them to wire the money instead or use my other credit card which does support withdrawals. No reply.

Today I tried to login in to my account but could not, they have some problems with their connections. I called them again. I wait for 3 minutes and then they pick up the phone and hang up. This is long distance and costs me around €1 a minute. I redial, and after 3 minutes their operator picks up and asks me to wait, I wait for 18 minutes total and she takes my number in the end and told that they will call me back.

I still haven't seen my £600 worth of winnings. They do not answer my e-mails, and have only answered 3 times to my queries in their internal "e-messaging" system. I am getting a worried about my money. They are in the UK and should be reliable, but these Chartwell-powered casinos have given me most run-around & hassle for my money. It is just a head ache to handle with these guys. If I had deposited with Neteller instead of Mastercard, I would probably have been OK. Then I would not have to contact their "CS".

[GI Joe]

If I was you I would contact BossMedia directly - thats the best way.

...you will get your money:-)

You can find a mail in the cashier system.

GI Joe
www.gamblersillustrated.com

[GrandMaster]

Errm, Gala has not been Boss Media for a while.

[cyprean]

Yep. Gala is chartwell and they use this internal e-messaging system which is definitely not the most effective tool out there. Other look-a-like casinos often won't answer e-mails but ask you to contact them by this e-messaging way - I would be satisfied if Gala would answer me.

Yesterday I called them and after 20 minutes of waiting and being on hold they asked my telephone number, address and user name so they could call me back. I have been waiting by the phone these 10 hours and no one has yet called me. I am going to sleep.

I wish that no one has to ever deal with their piss poor CS ever. I don't even wish that for my worst enemy.

[cyprean]

Today I was able to log in and I saw out that my withdrawal request is being processed. However the amount this time was only £400 although I had requested £600!

They never called or mailed me. I am having big problems getting a hold of them so I do not know what to do. Their phone support seems to busy every time I call there and they wont answer mails.

[winbig]

Today I was able to log in and I saw out that my withdrawal request is being processed. However the amount this time was only £400 although I had requested £600!

They never called or mailed me. I am having big problems getting a hold of them so I do not know what to do. Their phone support seems to busy every time I call there and they wont answer mails.

Sticky bonus?

[cyprean]

Sticky bonus?

Nope. It's was a tiny £25 cashable so the bonus is not an issue. It is not even given up front. The bonus will be automatically credited once you have played certain amount of bets.

I checked my bank account balance today and Eurobet (I guess Gala) sent me just a little over £350. For the record my balance was at £600 when I requested the withdrawal. So over £250 missing.

Today I tried to login at their site to check out my balance but I just got "The server at wp.egalacoral.com is taking too long to respond.". I am sending them an e-mail which I am 99% sure they won't reply. I really do not have a cluewhat to do next. They have never contacted me although they have promised to do so several times.