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".
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".
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