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Be Aware Gala Casino, won't discuss player complaints

Discussion in 'Casinomeister Warnings' started by maxd, Oct 20, 2014.

  1. maxd

    maxd Casinomeister's Player Arbitration (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    [Please read the update posted below. Things have changed, considerably!]

    Gala Casino has reminded us that they do have a player complaints process in place and are ready to accept player issues.

    If you have an issue regarding Gala Casino please approach them first. Their process is detailed here: You must register/login in order to see the link.

    If Gala's process does not yield the desired results players are of course welcome to file a Pitch-A-Bitch (PAB) . As ever that process begins with the Pitch-A-Bitch FAQ.

    The point is this: if you have an issue with Gala Casino you need to take it to them first. Generally speaking we will only accept your PAB against Gala if you have attempted to resolve your issue by submitting it to them directly, as per their T&Cs.
     
    Last edited: Mar 21, 2016
    7 people like this.
  2. maxd

    maxd Casinomeister's Player Arbitration (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    UPDATE: As experienced readers will know the Gala group has had a pretty rocky history here at Casinomeister insofar as the PAB process goes. Sometimes they cooperate, sometimes they don't, half the time they've said they would but -- by doing nothing -- they effectively did not.

    Unfortunately Gala has (fairly) recently changed their policies -- again! -- and told us that they are no longer willing to "provide transparency" which means that they won't be participating in the PAB process to resolve player complaints. As such we can't accept PABs against Gala because we know that no progress will be made. Players are advised to follow the complaints procedures given in the casino's Terms & Conditions, specifically sections 17.5 and 17.6.
     
    6 people like this.
  3. maxd

    maxd Casinomeister's Player Arbitration (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    FWIW a recent PAB met with this response:
    So, the "talk to the hand" situation at Gala continues. Their refusal was and remains a corporate decision: there is nothing keeping them from cooperating other than their decision not to.

    FWIW the "we were unable to ... provide player information to any ADR we do not list on our site" thing directly contravenes the recent UKGC statement that operators should cooperate with other ADRs. But I'll let them figure that out for themselves. We're not a UKGC accredited ADR so it wouldn't apply to us in any case.
     
  4. maxd

    maxd Casinomeister's Player Arbitration (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    In the interests of "equal time" I should say that the casino rep responded:
    Of course this ignores the fact that the PAB process is not simply "he received a reply" but is an arbitration of the case based on all the facts and data we gather in the process of investigating. And Accredited casinos typically do a whole lot more on complaint resolution than "send an email".

    And, FWIW, the player just contacted me to say:
    As I've said time and time again, "responding to the player" is not dispute arbitration, as evidenced here by this player's continued frustration.
     
  5. Webzcas

    Webzcas Winter is Coming!

    Occupation:
    Webmaster
    Location:
    Block S25, South Stand, Ashton Gate, BS3
    Not surprising turn of events seeing as they have merged with Ladbrokes. Ladbrokes were never good from an affiliate perspective, but since they opened their Tel Aviv office several years ago, things started to go south and quickly. They actually once upon a time used to be a good outfit, I should know I worked for them for five years in Gibraltar. But that was a long time ago now....
     

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