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Gala Casino Closure Off Account Without Request

Discussion in 'Other Complaints' started by coopigeonsnr, Aug 15, 2015.

    Aug 15, 2015
  1. coopigeonsnr

    coopigeonsnr Dormant account


    I am a VIP member at Gala Casino and play their double up bonus every wednesday to the full amount of £200 . During the past three to four weeks i have been getting multiple WAGER_VOID messages after approximately an hour of uninterupted play. It was not until this week that i decided to open a chat session and query something i had noticed. Prior to any errors as above the gameplay has been steady nothing too special but consistent but after a WAGER_VOID error this completely changes. My example this week consisted of a £400 balance which steadilt rose to apporox 7-800 before an error. After the error i dont actually think i got a single bonus whereas the play prior was made up of frequent low paying features which steadily topped the balance up. I think we have all had the communication errors on WMS from time to time which after refreshing resulted in completion of an incomplete game and off you go again. Only difference after WAGER_VOID error is the RTP dropped for that gamneplay session to what i calulated approx 50-60%. It was as though cliche arriving but that all features and roll in had been swithced off.!.

    As this had happened over a few weeks it has become more noticeable and prior to this had never even had a comms error let alone a WAGER_VOID one at gala. It was suggested to me by a regular CS advisor that i cannot win everytime!. I asked them to check and they would see that my withdrawels their far exceeded my deposits and that the gameplay had changed after an error. After the usual type fob off you expect at a lesser casino i asked that if they were not prepared to even escalate to be investigated to type in the chat box and i would take it from there. A sudden attitude change and an agreement to do this was stated.

    Today i received a response from DARREN GRIFFITHS stating that the game providers suggested it be a simple comms with either my internet or between their computers which i treated as a bit of a brush off. Along with the " if the problem persists dont hesitate " BS. I said that as it did not seem that they were taking my complaint seriously i would happily LOSE the thousand pound a month i deposit there elsewhere as was not completely accepting of their response.

    DARREN then suggested that GALA would not do anything "UNDERHAND that would damage an impeccable reputation " which i had never suggested previously and due to my comments closed my account there and then. !!! previosuly all i had said was that at the end of the day its a piece of software and from time to time these can go wrong ( relating to the three weeks of errors ) . we have all read the storey about the casino es that withold money when a game GLITCHES and pays out a ridiculous sum havent we?? so it seems that when any complaint is not in the casinoes financial interest its brushed aside until it costs them themselves.

    It was really disappointing hearing, seeing this type off attitude from what i considered one of the best online casinoes i had played at . revoking VIP status for no reason was my only previous quarm here and this was resolved with a simple phone call and put back.

    Can anybody advise on whether this is unfair to close an account on the back of me saying i would lose my money elsewhere as i thought these days it was quite difficult to do even after requesting personally. Am i being shut up here or ??? Has anybody else had this type of play over recent weeks particularly on the WMS side rhino , montezuma , ruby slippers etc.

    I am currently preparing a case to be sent in and would be happy to take advice as currently it is in danger of just sounding like a bitchfest.
  2. Aug 15, 2015
  3. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    International Money Launderer
    the bus shelter, opposite GCHQ Benhall
    WMS high variance games. You played and are ahead which is good. The games have a TRTP which goes in curves over and above the 95.5% straight line on the graph. Right now your 'ups' exceed the 'downs' so have withdrawn more than you've deposited. If only the games would stay paying in excess of 100%.....

    Over time your returns will level out to around 95% of your total stakes. When you've been ahead it's very likely this will adjust and a losing run begin. That's variance, that's the 4-5% house edge in play. To suggest that a game error is responsible for your downturn, and then to allege that Gala may have in some way influenced this is frankly foil-hat talk. Gala send your play to a WMS server; they have no control of the outcome and cannot 'adjust' your slot in any way.

    Their CS was quite understanding considering the ludicrous tone of your exchange with them. I don't blame them for closing you out as the allegations you made would be quite insulting to them. You're ahead, so walk away and learn from it.:)
  4. Aug 15, 2015
  5. brianmon

    brianmon Meister Member webby mm4

    It's happened to me loads of times with other software.
    Everything's playing fine, not winning or losing huge amounts, just ticking over nicely.
    Then a disconnection or other error, and when the game reloads. It's as cold and dead as can be.
    But it's all just a huge huge coincidence that it happens straight after an error :rolleyes::rolleyes:
  6. Aug 16, 2015
  7. coopigeonsnr

    coopigeonsnr Dormant account

    I need to re iterate that i haveNOT accused them of any underhand or dodgy goingscon these words were injected by the CS and not myself. The basic lack of belief is the issue and the its you not me attitude that got messy whereas the casino believes there cannot possibly be anything wrong their end.
    If you play there as often as i do you would have seen the problems arising over the past three weeks or so that were never previously there.I can only explain it as poor . the reason im up also related to single huge wins on the higher varisat slots so am well acustomed to having many a bad day here which has never bothered me. Jeez ill sit all day on DoA and stick thousands through it and if i dont get a hit im not particulatly bothered as my head is on straight and will only ever gamble what i can comfortably afford .Chasing is not in my vocabulary a wins a win and a loss a loss etc.
    Im an ex mechanic and regularly used to see customers bring their car in and say something dont feel right and have me look over it. Ultimately in the end i guess they were just after somebody with knowledge to either find a problem if its there or re assure them after checking that all is safe and well.

    This was all i was asking here.
  8. Aug 16, 2015
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    It's silly for them to make the situation worse by closing the account and bolting the door as a response to someone who seems to have a touch of the "conspiracy theorist". This is guaranteed to have the opposite effect to that intended as it feeds and nourishes the conspiracy theory, rather than trying to show that it's a case of "not seeing the forest for the trees". Now the door to an internal resolution has been slammed in their face, the OP has to open this to discussion.

    It probably IS just down to a communications error and coincidence, but the casino is wrong to assume that the errors are always down to the players PC or connection, and refuse point blank to even consider looking at their own servers and connections.

    There have been many cases where such connection issues WERE eventually traced to the casino or their providers, rather than the players and theirs. The notorious Quickfire "casino error 2" turned out not to be related to the players, their PC, their WiFi, etc. It was all down to how much bandwidth they had been allocated by Microgaming on the Quickfire servers, which was based on the size of the business and what they had paid, rather than the actual number of players they had. It turned out that the more popular a casino offering Quickfire was, the more likely it was to give it's players a feast of game errors. It's quite possible that we have the same kind of situation here, and that it's the WMS servers at fault, not because of the servers themselves, but because Gala hasn't been given sufficient bandwidth to cater for the number of players it has trying to access the games. Hardly surprising since Gala is a well known land based bingo hall operator, and thus likely to be popular online, particularly for slots and bingo.

    Of course, I am sure that if after every error the OP's RTP suddenly jumped to 200%, Gala would not be so keen to dismiss this as "coincidence", but would conduct a thorough investigation. We have seen this attitude before from other operators.
  10. Aug 17, 2015
  11. AdamGala

    AdamGala I-Gaming Industry Representative

    Casino Manager

    Just to confirm we've picked the issue up and raised it internally to have the query and circumstances of closure reviewed. Just to mirror what has already been said, we're confident in that our Game RTP's do not alter based on previous play, stakes, or between sessions, anything otherwise would be a breach of our licensing conditions so we do take such matters seriously.

    @Coopigoensnr we'll get an email over to you ASAP which should clear up your queries. However as always please do let me know if I can be of further assistance,

    Kind Regards
  12. Aug 18, 2015
  13. coopigeonsnr

    coopigeonsnr Dormant account

    Thankyou Adam

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