I’m writing this post to express my frustration with Gala Casino. Despite Casinomeister’s best efforts with me going through the PAB process, Gala have been completely unwilling to cooperate, which is why Casinomeister has issued a fresh warning on them and they’ve understandably had to close my PAB.
https://www.casinomeister.com/forum...wont-discuss-player-complaints.64418/?t=64418
I joined Gala Casino in January and took part in a 400% card-games exclusive bonus, played exactly according to the terms and won £1102.
I then received an email which said the account would be closed and I wouldn’t receive the winnings because of bonus abuse due to other accounts. However I can categorically say I have never joined the site before nor know of anyone who has or is linked to me.
I contacted the Gala rep on here who escalated my complaint, then someone from Gala got back to me, this is an excerpt of their response…
“The decision to freeze your account was due to the discovery of a further account registered with the same IP address. Along with this there was further evidence that it was being operated by the same individual including the same betting pattern and acceptance of the same bonus.”
They then proceeded to cite said terms and conditions I’m supposed to have violated…
“Bonus offers are limited to one bonus per person, household and/or computer, and/or payment method unless otherwise stated.”
However, even if they weren’t making up the claim about someone registering using the same IP, it STILL isn’t against the terms and conditions!
“one bonus per person, household and/or computer, and/or payment method “
Nothing about the IP is stated!
But this is all by the by, because they haven’t given a single shred of evidence which shows anyone else used the same IP as me, nor have they given any to Casinomeister.
Also, regarding their second point which they cited as a reason of abuse… “there was further evidence that it was being operated by the same individual including the same betting pattern and acceptance of the same bonus”
… firstly, they’ve not shown any evidence… secondly, even if there was any, it’s not against the terms… and thirdly, accepting a card-exclusive welcome bonus and playing various stakes on blackjack (the most popular casino card game) that someone else also did, does not mean I’m automatically a multiple bonus abuser!
So the only evidence Gala states which could possibly be deemed valid is that I signed up to the same, card-game exclusive welcome bonus as another unnamed individual based somewhere, and we both placed bets of varying stakes on Blackjack.
Apparently this reasoning is valid enough for Gala to not pay me my winnings. Also, their non-cooperation with Casinomeister on this issue and unwillingness to provide them with any evidence, to me speaks volumes.
https://www.casinomeister.com/forum...wont-discuss-player-complaints.64418/?t=64418
I joined Gala Casino in January and took part in a 400% card-games exclusive bonus, played exactly according to the terms and won £1102.
I then received an email which said the account would be closed and I wouldn’t receive the winnings because of bonus abuse due to other accounts. However I can categorically say I have never joined the site before nor know of anyone who has or is linked to me.
I contacted the Gala rep on here who escalated my complaint, then someone from Gala got back to me, this is an excerpt of their response…
“The decision to freeze your account was due to the discovery of a further account registered with the same IP address. Along with this there was further evidence that it was being operated by the same individual including the same betting pattern and acceptance of the same bonus.”
They then proceeded to cite said terms and conditions I’m supposed to have violated…
“Bonus offers are limited to one bonus per person, household and/or computer, and/or payment method unless otherwise stated.”
However, even if they weren’t making up the claim about someone registering using the same IP, it STILL isn’t against the terms and conditions!
“one bonus per person, household and/or computer, and/or payment method “
Nothing about the IP is stated!
But this is all by the by, because they haven’t given a single shred of evidence which shows anyone else used the same IP as me, nor have they given any to Casinomeister.
Also, regarding their second point which they cited as a reason of abuse… “there was further evidence that it was being operated by the same individual including the same betting pattern and acceptance of the same bonus”
… firstly, they’ve not shown any evidence… secondly, even if there was any, it’s not against the terms… and thirdly, accepting a card-exclusive welcome bonus and playing various stakes on blackjack (the most popular casino card game) that someone else also did, does not mean I’m automatically a multiple bonus abuser!
So the only evidence Gala states which could possibly be deemed valid is that I signed up to the same, card-game exclusive welcome bonus as another unnamed individual based somewhere, and we both placed bets of varying stakes on Blackjack.
Apparently this reasoning is valid enough for Gala to not pay me my winnings. Also, their non-cooperation with Casinomeister on this issue and unwillingness to provide them with any evidence, to me speaks volumes.