Gala Casino!

[Deeplay]

Hi joined galacasino through the accredited list here. Took a 150% first deposit bonus. Busted out and took my balance to zero. Made a new deposit for £30 no bonus. Played and won a few 100. Then tried to cash out but the system still had me in a bonus with play through requirments. Got onto support it took ages to get them to reply to live chat. Finally they took a look and said this was an affiliate bonus so nothing they could do about this.
Ii said it dont matter if its an affiliate bonus or not i had zeroed out on my first deposit. They refused to budge. So apparently this is a bonus the casino has no control over. They do not know the terms and said I need to ask the affiliate in question which is CM. Anyway I tried to explain that as my balance was at 0.00 before i made a second deposit then no play trhough requirments should be attached. The manager then said it is an issue with the affiliate not them and they can only remove the bonus if they also remove my winnings. It does not matter as I ended up busting out they got there wish. But be warned about this as I never heard of this before. Wont be depositng there again ever. My first bad experience online in years of playing.

 

[Deeplay]

One other point the CS said I should always read the t&c of each bonus. (i always do) when I pointed out that the link to those terms resulted in a 404 page not found error he then said he has no control over that as its the affiliates promotions and they set the terms. All of this was on live chat. Waited again over 30 mins in live chat to get them to close down my account but no reply. I am surprised to have had this treatment from a accredited casino

 

[Gaz237]

I'll be interested in the outcome of this.

 

[KasinoKing]

I don't think you should give up so easily - especially as it's an accredited casino.
(Unless the T&Cs clearly say the WR carries over).

Why don't you simply follow the CM guidelines for problems?
Contact the rep, and if they don't put it right, Pitch-A-Bitch.

What is the point of casinos being accredited if they are not held to account when something goes wrong?

KK

 

[Deeplay]

Doomed4ever

Pastaman1968

 

[Deeplay]

Well alas I did close my account and my balance is at near 0 as I tried to make the secondary wager reqs. I take responsibility for that. But no way should the bonus have been carried over on a new deposit from a zero balance. And it's Utter bullshit saying I accepted the affiliates terms. I joined gala not an affiliate site.!! Trading standards job here for sure. But as I have no money left in there pab would serve no purpose.

What I'm doing here is just giving head up to others. Would I have withdrew if there was not this issue? Yes. But that is now a mute point. Anyway they won't see another penny from me. I have so rare complained about casinos over the years. But this situation forced me to!!! Final note. Live chat took 35 mins to answer my first chat then disconnected me. Second time 25 mins. Bad bad support. Imo. Rent over

 

[Deeplay]

I don't think you should give up so easily - especially as it's an accredited casino.
(Unless the T&Cs clearly say the WR carries over).

Why don't you simply follow the CM guidelines for problems?
Contact the rep, and if they don't put it right, Pitch-A-Bitch.

What is the point of casinos being accredited if they are not held to account when something goes wrong?

KK

Hi i have alerted the rep to this thread but dont hold my breath. The last time he / they logged on was 2nd September 2014 11:47 AM .
Well over 2 months ago. I was under the impression casino reps would have to keep some kind of minimal presence here. May have it wrong
but that is what it says on the page for the gala casino rep.

 

[ternur]

Gala has an option to remove previous bonuses in "My account" -section of their site. Of course zeroing out and automatic bonus wagering removal is far better option than having to manually clear out old bonus before depositing. But the option is there.

 

[KasinoKing]

Hi i have alerted the rep to this thread but dont hold my breath. The last time he / they logged on was 2nd September 2014 11:47 AM .
Well over 2 months ago. I was under the impression casino reps would have to keep some kind of minimal presence here. May have it wrong
but that is what it says on the page for the gala casino rep.

Actually, they are only required to respond to any enquiries sent to them - they do NOT have to visit the forum on a regular basis.
So if the rep hasn't been sent any PMs since Sept-2nd, they are not obliged to log-in.
When a PM is sent, the reps are alerted by e-mail. Then they MUST respond in a reasonable time-frame or risk losing their accreditation.

KK

 

[FavoPlayer]

I had PM'd Anthony about this thread.

 

[Coral Support]

Gala Casino complaint

Thanks Favoplayer,

Hi Doomed4ever,

I'm sorry to hear you've had a bad experience playing at our sister site Gala Casino. Could you PM me your username and I'll speak to my colleagues and get this investigated further?

Thanks

Anthony

 

[Deeplay]

Gala has an option to remove previous bonuses in "My account" -section of their site. Of course zeroing out and automatic bonus wagering removal is far better option than having to manually clear out old bonus before depositing. But the option is there.

Hi I tried this about 3 times but all I got was an error. I did this when I was at 000 and before I made my second deposit. So no idea. All I know is when I made my second deposit my balance was at 0.00 my last spin from my first deposit was for 1p to clear my balance.

 

[Deeplay]

Thanks Favoplayer,

Hi Doomed4ever,

I'm sorry to hear you've had a bad experience playing at our sister site Gala Casino. Could you PM me your username and I'll speak to my colleagues and get this investigated further?

Thanks

Anthony

Hi Anthony thanks for looking into this. Have sent you a PM with my details.

 

[Deeplay]

Actually, they are only required to respond to any enquiries sent to them - they do NOT have to visit the forum on a regular basis.
So if the rep hasn't been sent any PMs since Sept-2nd, they are not obliged to log-in.
When a PM is sent, the reps are alerted by e-mail. Then they MUST respond in a reasonable time-frame or risk losing their accreditation.

KK

Yes I see now understood. And for the record the rep has responded and is looking into this issue for me. So thanks for that

 

[Deeplay]

Just an update. The casino Rep Anthony has fully sorted this issue to my satisfaction! And went out of his way to solve this issue. Thank you so much Anthony for this! My faith in this casino is fully restored. and I shall be playing there again.