Online Casinos - Casinomeister Logo
Results 1 to 5 of 5

Thread: Gala Casino, won't discuss player complaints

  1. #1
    Join Date
    Jan 2004
    Location
    Loving the Lothians
    Posts
    9,512
    Post Thanks / Like
    Blog Entries
    52
    Thanks
    3,082
    Thanked 10,085 Times in 3,554 Posts
    Rep Power
    15
    Reputation Points: 58499

    Gala Casino, won't discuss player complaints

    [Please read the update posted below. Things have changed, considerably!]

    Gala Casino has reminded us that they do have a player complaints process in place and are ready to accept player issues.

    If you have an issue regarding Gala Casino please approach them first. Their process is detailed here: http://www.galacasino.com/terms-and-conditions#17

    If Gala's process does not yield the desired results players are of course welcome to file a Pitch-A-Bitch (
    PAB
    ) . As ever that process begins with the Pitch-A-Bitch
    FAQ
    .

    The point is this: if you have an issue with Gala Casino you need to take it to them first. Generally speaking we will only accept your
    PAB
    against Gala if you have attempted to resolve your issue by submitting it to them directly, as per their
    T&Cs
    .
    Last edited by maxd; 21st March 2016 at 10:32 AM.
    "Leave any bigotry in your quarters. There's no room for it on the bridge.." -- Capt James T. Kirk, Balance Of Terror

    Accred Casinos ~ Casino Reps ~ Warnings ~ Rogue Pit ~ "No Can Do" ~ Forum Rules ~
    PAB
    FAQ
    ~ Submit a
    PAB
    ~
    PAB
    Archives

    I LUV PREZZIES ... My Amazon Wishlist

  2. Thanks patricius, KasinoKing, smokeeye, Mouche12, Nicola and 2 others thanked this post
  3. #2
    Join Date
    Jan 2004
    Location
    Loving the Lothians
    Posts
    9,512
    Post Thanks / Like
    Blog Entries
    52
    Thanks
    3,082
    Thanked 10,085 Times in 3,554 Posts
    Rep Power
    15
    Reputation Points: 58499
    UPDATE: As experienced readers will know the Gala group has had a pretty rocky history here at Casinomeister insofar as the
    PAB
    process goes. Sometimes they cooperate, sometimes they don't, half the time they've said they would but -- by doing nothing -- they effectively did not.

    Unfortunately Gala has (fairly) recently changed their policies -- again! -- and told us that they are no longer willing to "provide transparency" which means that they won't be participating in the
    PAB
    process to resolve player complaints. As such we can't accept
    PABs
    against Gala because we know that no progress will be made.
    Players are advised to follow the complaints procedures given in the casino's Terms & Conditions, specifically sections 17.5 and 17.6.
    "Leave any bigotry in your quarters. There's no room for it on the bridge.." -- Capt James T. Kirk, Balance Of Terror

    Accred Casinos ~ Casino Reps ~ Warnings ~ Rogue Pit ~ "No Can Do" ~ Forum Rules ~
    PAB
    FAQ
    ~ Submit a
    PAB
    ~
    PAB
    Archives

    I LUV PREZZIES ... My Amazon Wishlist

  4. #3
    Join Date
    Jan 2004
    Location
    Loving the Lothians
    Posts
    9,512
    Post Thanks / Like
    Blog Entries
    52
    Thanks
    3,082
    Thanked 10,085 Times in 3,554 Posts
    Rep Power
    15
    Reputation Points: 58499
    FWIW
    a recent
    PAB
    met with this response:
    ... after our last conversations it was confirmed that Gala Casino were no longer in accredited Casinos but in the reservation list since we were unable to participate in the
    PAB
    process or provide player information to any ADR we do not list on our site.

    ... this is the position we are still in - we cannot communicate any player details over casinomeister or via your
    PAB
    process, so I will not be able to provide the information directly. ...
    So, the "talk to the hand" situation at Gala continues. Their refusal was and remains a corporate decision: there is nothing keeping them from cooperating other than their decision not to.

    FWIW
    the "we were unable to ... provide player information to any ADR we do not list on our site" thing directly contravenes the recent UKGC statement that operators should cooperate with other ADRs. But I'll let them figure that out for themselves. We're not a UKGC accredited ADR so it wouldn't apply to us in any case.
    "Leave any bigotry in your quarters. There's no room for it on the bridge.." -- Capt James T. Kirk, Balance Of Terror

    Accred Casinos ~ Casino Reps ~ Warnings ~ Rogue Pit ~ "No Can Do" ~ Forum Rules ~
    PAB
    FAQ
    ~ Submit a
    PAB
    ~
    PAB
    Archives

    I LUV PREZZIES ... My Amazon Wishlist

  5. #4
    Join Date
    Jan 2004
    Location
    Loving the Lothians
    Posts
    9,512
    Post Thanks / Like
    Blog Entries
    52
    Thanks
    3,082
    Thanked 10,085 Times in 3,554 Posts
    Rep Power
    15
    Reputation Points: 58499
    In the interests of "equal time" I should say that the casino rep responded:
    ... The player got the same assistance he would have received from any of your accredited Casinos but the only difference is that we aren't able to provide the information via casinomeister, but rather have communicated directly to the player via email. He has also got his case escalated and replied to in less than 16 hours which is also a service you have helped to push along by bringing the case to us. ...
    Of course this ignores the fact that the
    PAB
    process is not simply "he received a reply" but is an arbitration of the case based on all the facts and data we gather in the process of investigating. And Accredited casinos typically do a whole lot more on complaint resolution than "send an email".

    And,
    FWIW
    , the player just contacted me to say:
    I found it hard to find an avenue to complain with them. I had even written to Coral/ Ladbrokes prior to contacting you about a complaints/ appeals process. I will endeavour to pursue it further without much hope of success ...
    As I've said time and time again, "responding to the player" is not dispute arbitration, as evidenced here by this player's continued frustration.
    "Leave any bigotry in your quarters. There's no room for it on the bridge.." -- Capt James T. Kirk, Balance Of Terror

    Accred Casinos ~ Casino Reps ~ Warnings ~ Rogue Pit ~ "No Can Do" ~ Forum Rules ~
    PAB
    FAQ
    ~ Submit a
    PAB
    ~
    PAB
    Archives

    I LUV PREZZIES ... My Amazon Wishlist

  6. Thanks Webzcas thanked this post
  7. #5
    Join Date
    Mar 2005
    Location
    Block S25, South Stand, Ashton Gate, BS3
    Posts
    2,592
    Post Thanks / Like
    Thanks
    1,021
    Thanked 1,769 Times in 707 Posts
    Rep Power
    15
    Reputation Points: 11511
    Not surprising turn of events seeing as they have merged with Ladbrokes. Ladbrokes were never good from an affiliate perspective, but since they opened their Tel Aviv office several years ago, things started to go south and quickly. They actually once upon a time used to be a good outfit, I should know I worked for them for five years in Gibraltar. But that was a long time ago now....
    My Sites: Online Casino Reviewer - Casinos Online Free Play Slots: OCR'S Slots Guide Twitter: Webzcas Youtube: OCR Channel Casinos de América del Sur: Casino Apuestas En línea

  8. Thanks maxd, jfoxuk thanked this post

Similar Threads

  1. Withdrawn: Virgin Games refuses to discuss player complaints.
    By maxd in forum Withdrawn Warnings
    Replies: 3
    Last Post: 26th September 2016, 08:09 AM
  2. Be Aware Pink Casino will not discuss player cases
    By maxd in forum Casinomeister Warnings
    Replies: 0
    Last Post: 21st January 2014, 11:25 PM
  3. Be Aware Planet Casino may not discuss your player issue
    By maxd in forum Casinomeister Warnings
    Replies: 0
    Last Post: 18th September 2012, 09:27 AM
  4. Be Aware Mansion Casino makes it official, will not discuss player issues.
    By maxd in forum Casinomeister Warnings
    Replies: 0
    Last Post: 27th July 2011, 12:04 PM
  5. Withdrawn: SkyKings Casino: refusal to discuss player issues
    By maxd in forum Withdrawn Warnings
    Replies: 2
    Last Post: 6th June 2009, 05:15 PM

Bladwijzers

Bladwijzers

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  

Legal Statements and Privacy Policy
Casinomeister.com does not intend for any of the information contained on this website to be used for illegal purposes. You must ensure you meet all age and other regulatory requirements before entering a casino or placing a wager. Online gambling is illegal in many jurisdictions and users should consult legal counsel regarding the legal status of online gambling and gaming in their jurisdictions. The information in this site is for news and entertainment purposes only. Casinomeister.com is an independent directory and information service free of any gaming operator's control. Links to third party websites on Casinomeister.com are provided solely for informative/educational purposes. If you use these links, you leave this Website.

Casinomeister is a registered trademark ®.  You must be 18 years or older to participate in any casino listed here