Gala Casino payout problems

[MasterOfDisaste]

Hello,

This is a real long story, because it is already a problem since 27th of september.

First I was playing a poker tournament when in the middle they just logged me off. I tried to log back in and that didn´t work , got a message that I needed to contact support. Wich I did. They said I needed to send in verification, wich I did. Took almost 2 weeks to get a message back. I could log in again and play.
Also never received a refund for the log out in the middle (wish that was the my biggest concern).

So I started playing again won some money and tried to cashout 150 Euro wich got declined and is now in waiting mode for god knows how long. They kept sending me that they needed a 2nd proof of adress. My ID and 1st proof was already accepted. So I send them like 10 different proof of my adress but they keep declining it. Eventually they have send me a list with what kind of proof they wanted.

Also want to state that their responses are terrible as well as their response time , if they response at all . Wich often they didn't and I had to go after it.

Here is the list for verification.

Therefore please can you send one proof of address document from the list below:
> (It must be dated within the past three months)
>
> • Complete copy of a bank or savings account statement : Have send different ones! They declined 2nd ones
> • Complete copy of a credit or store card statement : Don't have that.
> • Complete copy of driving licence card, showing the address on your account with us. : Doesn't show on driver license
> • Complete copy of a mortgage statement : Have a rental house and have send that in a well they declined.
> • Complete copy of a utility statement/bill - i.e. water, gas, electric, TV licence, telephone or Council tax: Send utility bills and tax from government all declined.
> • Complete copy of a mobile phone statement : Goes automatic with payments
> • Complete copy of your P60 (P45 and wage slips not accepted) ???? from Holland don't know what it is
> • A recent copy of a Student Finance Awards letter ????
> • A complete copy of a HMRC awards letter????

I really love to have some help, never have had this kind of problems on any site. Also they could check it with Skrill and also with Coral Poker sistersite (where my verification got through).

Got the feeling I don't get any further last 6 months or so.

Also still have all correspondation in my email.

Thanks!

 

[MasterOfDisaste]

Sorry, I accidently double post it could you remove the other one please?

 

[CasinoBen]

Hi,

What was the reason for declining the other proofs of address that you sent it? Have you tried PMing the Coral rep which you can find listed here https://www.casinomeister.com/forums/members/?key=staff_members

There is no excuse for slow support, but usually a PM to the rep gets things sorted.

Best of luck,

Ben

 

[MasterOfDisaste]

Hello,

They didn't gave me a reason besides that they declined it. And keep asking for the same thing.

Thanks for the response I will try what you said.

Cheers MasterOfDisaste(r)

 

[dpp00]

hi

sounds like there not happy with something as you have seem to have sent what ever they wanted,

you mention your renting do other people in the property have ac's with gala / that would throw alarm bells up for them

 

[MasterOfDisaste]

hi

sounds like there not happy with something as you have seem to have sent what ever they wanted,

you mention your renting do other people in the property have ac's with gala / that would throw alarm bells up for them

Funny post.

 

[MasterOfDisaste]

Hi,

Everyone thank you , it got solved within 24 hours. (special thanks for CasinoBen and Anthony) Just received a mail that I am totally verified and that my cashout
will be processed. I am really happy now, will tell everyone what a great help this forum has been!

MasterOfDisaste(r)

 

[vinylweatherman]

Hi,

Everyone thank you , it got solved within 24 hours. (special thanks for CasinoBen and Anthony) Just received a mail that I am totally verified and that my cashout
will be processed. I am really happy now, will tell everyone what a great help this forum has been!

MasterOfDisaste(r)

What was the problem (it might help others).


I note that they have used "jargon" in some of those requirements without explaining what they mean so that non UK players can have an idea what the equivalent is in their own country.

For example, it fails to explain what a P45 and P60 are.

P60 is an end of year tax advice slip, a formal tax statement from your employer or other source of taxable income such as a pension, savings account, state benefit, etc.

P45 is issued by an employer when an employment ceases. It is used to prove that the employment has ceased, and also to inform a new employer of the current tax position of a new employee.

An HMRC awards letter is another UK specific document, but other countries may have equivalents under a different name. It could be an award of tax credits (a UK scheme to help families and the low paid).

The rest more or less describe themselves, but if an official document does not show an address, and that is the way government does it in a particular country, that is just tough, and not grounds to screw the player. Instead, alternatives should be accepted, as maybe the letter accompanying the driving license card has the address, and hopefully something to tie it to the card itself, such as a unique serial number (called a driver number in the UK).

Rent is the equivalent of a mortgage statement, and should have been accepted if presented properly.

If they accept the first bank statement, it seems illogical that others are declined.

Although the rep sorted it out, the point is it should have been sorted out through normal channels. If there was anything dodgy going on, the rep would NOT have sorted it out, but would have confronted you and backed up the initial decision.

If their systems can't really cope with non UK players, they should verify them before play, or not accept them at all.

Logging off midway through a real time tournament merely for routine verification is unacceptable, play should have been allowed to finish as it is not something that can be returned to and finished off when things are sorted out.

 

[MasterOfDisaste]

I still wouldn´t know what the problem was (except that they kept declining). All I know is that the things I have send in to Gala had been accepted on every room I play and Neteller and Skrill in the past even including Coral poker (sistersite).

All I know is that since I made my post here it got solved quick!

 

[vinylweatherman]

I still wouldn´t know what the problem was (except that they kept declining). All I know is that the things I have send in to Gala had been accepted on every room I play and Neteller and Skrill in the past even including Coral poker (sistersite).

All I know is that since I made my post here it got solved quick!

It looks like the rep got the decline overruled, but if something went wrong, we want explanations. It shouldn't have to be a case of players going via the rep to get the correct decision made. What about the players that don't know about this site and have their money unjustly confiscated, or accounts closed for the wrong reason.

These constant failures of procedure are going to tarnish the reputation of the industry as a whole, as it will become the view that document issues are engineered by some casinos as an excuse not to pay, rather than there being genuine concerns. It's a very good ruse because players are not allowed to challenge such decisions via normal channels, and such decisions only get properly reviewed when players are smart enough to NOT just give up, but to look for alternative ways to complain.

If casinos are going to claim that document scrutiny is not perfect, then they need to ensure that a proper process of review is available to players. It seems that in many cases, players find the system set to "autodecline" everything they send in, something that looks very much like a ruse when the SAME set of documents have been widely accepted elsewhere, even at sister sites.

 

[Mouche12]

It looks like the rep got the decline overruled, but if something went wrong, we want explanations. It shouldn't have to be a case of players going via the rep to get the correct decision made. What about the players that don't know about this site and have their money unjustly confiscated, or accounts closed for the wrong reason.

These constant failures of procedure are going to tarnish the reputation of the industry as a whole, as it will become the view that document issues are engineered by some casinos as an excuse not to pay, rather than there being genuine concerns. It's a very good ruse because players are not allowed to challenge such decisions via normal channels, and such decisions only get properly reviewed when players are smart enough to NOT just give up, but to look for alternative ways to complain.

If casinos are going to claim that document scrutiny is not perfect, then they need to ensure that a proper process of review is available to players. It seems that in many cases, players find the system set to "autodecline" everything they send in, something that looks very much like a ruse when the SAME set of documents have been widely accepted elsewhere, even at sister sites.

Again, Weatherman, I so much agree with what you say. Very well put! :notworthy

 

[MasterOfDisaste]

It looks like the rep got the decline overruled, but if something went wrong, we want explanations. It shouldn't have to be a case of players going via the rep to get the correct decision made. What about the players that don't know about this site and have their money unjustly confiscated, or accounts closed for the wrong reason.

These constant failures of procedure are going to tarnish the reputation of the industry as a whole, as it will become the view that document issues are engineered by some casinos as an excuse not to pay, rather than there being genuine concerns. It's a very good ruse because players are not allowed to challenge such decisions via normal channels, and such decisions only get properly reviewed when players are smart enough to NOT just give up, but to look for alternative ways to complain.

If casinos are going to claim that document scrutiny is not perfect, then they need to ensure that a proper process of review is available to players. It seems that in many cases, players find the system set to "autodecline" everything they send in, something that looks very much like a ruse when the SAME set of documents have been widely accepted elsewhere, even at sister sites.

Totally agree as well!

 

[Easycoins]

Similar problem here

Hi folks,

I have been out of business for a while and just came back to check out new accredited casinos. I registered for some new ones including Gala because I trust the casinomeister since back on 2002.
I must say that I am surprised, that Gala made it to the accredited list. I sent them my documents a couple of times already, I get no answer or they tell me they didnt receive them. This goes for too long now already and so I put Gala in the search form here in the forum.
It seems I am not the only one having these kind of problems with Gala. I know there is a rep here and I contacted her already. I just think people should be aware of this seemingly regular practice of this particular accredited casino.

 

[ruZa89]

coral poker - same problem

I have very bad experiences with Coral poker. I sent them verification documents 7.3. and till today my verification and cashout from 5.3. !!! Is still pending. Their online support in poker client doesnt work... Via email their verification department answers with cca 3 weeks delay !!! WTF ? Iam so angry. Can somebody help me ? I really dont know what to do....

 

[FavoPlayer]

ruZa89, you can contact Anthony https://www.casinomeister.com/forums/members/ on CM via PM. I'm sure, he will resolve your problem within one business day or even faster.

I have very bad experiences with Coral poker. I sent them verification documents 7.3. and till today my verification and cashout from 5.3. !!! Is still pending. Their online support in poker client doesnt work... Via email their verification department answers with cca 3 weeks delay !!! WTF ? Iam so angry. Can somebody help me ? I really dont know what to do....

 

[Sovietsky]

What was the problem (it might help others).

Indeed.

What is happening Gala casino?

As an accredited casino you could write a few lines here!?

 

[Coral Support]

Coral Poker

Hi ruZa89,

I'm sorry to hear you've been having delays with your verification. Please PM me your username and I'll get this looked into as soon as possible. With a large increase in new players following Grand National this weekend I think our Verification Department are under a lot of additional pressure however I know that traditionally this is something that other players have had delays with. We are working hard to improve our verification procedures and have taken on additional staff to cope with the growth in the business.

Best regards

Anthony

I have very bad experiences with Coral poker. I sent them verification documents 7.3. and till today my verification and cashout from 5.3. !!! Is still pending. Their online support in poker client doesnt work... Via email their verification department answers with cca 3 weeks delay !!! WTF ? Iam so angry. Can somebody help me ? I really dont know what to do....