Resolved Gala Casino - nobody home...again

[ternur]

It seems that Gala has once again left the lights on, but unable (or unwilling) to resolve issues relating to their products.

A short recap of the issue: I made a deposit about 4 weeks ago and the Gala's cashier credited my account with a bonus wagering requirement, but not the bonus itself. I was not able cancel the bonus myself so I asked CS to remove it for me. They were not able to do it and told they needed to contact their tech department.

That was it. Asked about it a couple of times, answer was: we're working on it. Forum rep has been awol for 6 weeks and has not been interested to reply to my PM. Probably has not that much interest to participate in this forum either.

Nothing has been done to correct a minor issue, but I guess they just don't care.

Once again, great customer service Gala !

This is just another example how important CS really is. Thanks 32 Red, Guts, Betat and others who get the importance of it.

 

[bigjohn]

It seems that Gala has once again left the lights on, but unable (or unwilling) to resolve issues relating to their products.

A short recap of the issue: I made a deposit about 4 weeks ago and the Gala's cashier credited my account with a bonus wagering requirement, but not the bonus itself. I was not able cancel the bonus myself so I asked CS to remove it for me. They were not able to do it and told they needed to contact their tech department.

That was it. Asked about it a couple of times, answer was: we're working on it. Forum rep has been awol for 6 weeks and has not been interested to reply to my PM. Probably has not that much interest to participate in this forum either.

Nothing has been done to correct a minor issue, but I guess they just don't care.

Once again, great customer service Gala !

This is just another example how important CS really is. Thanks 32 Red, Guts, Betat and others who get the importance of it.

None of my business, but, any particular reason you went back to Gala? They appear to be accredited here but if they have given you headaches in the past, why bother.

Also, if their rep. is not answering your PM's you should let Bryan know.

 

[ternur]

None of my business, but, any particular reason you went back to Gala? They appear to be accredited here but if they have given you headaches in the past, why bother.

Also, if their rep. is not answering your PM's you should let Bryan know.

I've been playing with Gala pretty much every month. They do have decent promos and in most cases I have not had any reason to contact CS. The first time my issues with them were fixed (although not that fast) and since then, everything has worked pretty much without hickups. Until now.

One of the reasons I have stayed with them is CM accredition. Usually this guarantees an extra avenue to fixing problems if they arrise. Because they accredited, I also felt it was necessary to post problems with them. The CM community is an important part of the 'checks and balances' of the casino industry IMHO.

 

[chayton]

Forum rep has been awol for 6 weeks and has not been interested to reply to my PM. Probably has not that much interest to participate in this forum either.

I reported your post so that Bryan or someone can see this part and try contacting the rep to respond. Hope that will help.

 

[maxd]

I'm a little surprised at this, in Barcelona they assured us they were ready, willing and able to be actively responsive to player issues on the forums. I'll pull my rep info and see what's up.

 

[maxd]

Seems they might be having mail server issues, two emails to different accounts we both rejected. Might explain why they haven't been responding to PMs, maybe not getting the notifications? I seem to recall they were on Skype, trying there.

 

[maxd]

Okay, I did reach them on Skype and they're looking into ternur's issue now. Also digging into the email issues.

 

[maxd]

For those listening in I've heard back from Gala in some detail. It'll take me a while to go through this but once I have (later today) I'll report back as appropriate.

 

[maxd]

It seems that Gala has once again left the lights on, but unable (or unwilling) to resolve issues relating to their products. ...

As mentioned I have discussed your issue with the casino people. That continues but I can tell you that your issue isn't trivial and they are trying to find a solution for you. Please note that I'm not saying they should be excused for the unnaturally long delays involved here. That ain't cool, especially not for an Accred casino, and needs to change.

 

[ternur]

Resolved

Update:

I received a phone call from Gala two days ago saying they are working on the issue. Today I received an email stating that the error has been fixed.

I'd like to express my gratitude to Maxd for speeding up the process. Thanks to Gala as well for the personal touch.