Casino Complaint Help and advice please about Gala casino

[luckytyke]

Hi all
Irecently joined gala casino and took advantage of their £25 free no deposit bonus. I read the T&Cs and played my money on slots. I was gobsmacked when i won over 2,500 and this was after id wagered the initial £25 x100, so the money transferred from my bonus funds into my cash balance. I immediately contacted online help to say id won this money , id fulfilled the wagering requirements did this mean i could withdraw it? I was given a resounding YES, all i had to do was deposit £10 and i could withdraw, My next question was could i withdraw the full amount, the answer again was a resounding YES. so far so good. I deposited £10 and made a withdrawal request, heres where it gets tricky, after a couple of days the request had changed from a pending state to waiting so i again contacted gala cs to ask if there was a problem did they need me to send I.D or something, i was assured there was no problem it was just because it was my 1st withdrawal. That night i received an email saying that my case had been passed to the casino team for review as the T&Cs say you can only win £100 from the £25 so they are trying to figure out if my winnings are from the £25 or the £100...confused!!! so 5 days later my account is still in a state of waiting, the elusive casino team are still 'looking' into this and i am highly aggitated. The T&Cs can only be accessed if youre not logged into the site, so the general T&Cs mention nothing of a capped limit. I have the copies of all conversations between myself and them, i have taken legal advice and am now at the point of compiling all my evidence to send to the gaming commission. The best is i can not contact the casino team as there is no contact details anywhere for these. Can anybody help me with this please

 

[randomiam]

try calling them

Call us free 7 days a week, 24 hours a day from the UK on 0800 328 4272 or +44 (0) 2032887906

its from galas support page if your in another country grab a cheap calling card to use to save money

 

[luckytyke]

Call us free 7 days a week, 24 hours a day from the UK on 0800 328 4272 or +44 (0) 2032887906

its from galas support page if your in another country grab a cheap calling card to use to save money

Thanks ive called then on several occasions, before i requested the withdrawal to confirm i could, and since to try and resolve the issues, they are just giving me the brush off. Im doing everything in writing now so i can prove what has been said as i have no confidence that im going to receive any money i.e my £10 depo, my apparent £100 winnings(if theyre sticking to their capped winnings) or my win of £2500

 

[catapultaudio]

Hate to be the bearer of bad news, but it doesn't look good... from

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Offer open to all new real money galacasino.com customers aged 18 or above who are resident in the United Kingdom.

This offer is exclusively for newly created accounts that qualify for the promotion.

This promotion is valid indefinitely and shall expire only at the discretion of Gala Casino.

This offer is only available once per customer/household/computer/IP address.

To qualify you must open a new account at GalaCasino.com and add a payment method (Credit / Debit card) the same day. The £25 bonus will then be credited to your account within 72 hours of the account being opened. Please note that the card registered must belong to the account holder.

In order to be eligible for this bonus a valid debit/credit card must be registered to your Gala Casino account. Please note that the card registered must belong to the account holder.

The amounts quoted for this promotion are applicable to all currencies available at galacasino.com. The currencies available are GBP (£), EUR (€) and USD ($) and the currency equivalents are at a 1:1 ratio, i.e. £1=€1=$1...

The bonus amount (£25) is not redeemable; generated winnings to a maximum of £100 can be retained in your account and/or withdrawn after completion of wagering requirements. A wagering requirement of 100 (one hundred times the bonus amount (£/€/$10 x 100 = £/€/$ 1000) must be met on qualifying games before any winnings can be withdrawn.

All players must deposit a minimum of £10 before a withdrawal can be made. All other winnings over £100 will be removed from player account before or at the point of withdrawal.

Some games have different percentage contributions than others; please see the chart below for reference and for qualifying products. Wagering on Multi-Player table and card games will not contribute towards wagering requirements.

Players cannot bet more than£5 in total in a single bet or game round on any of the casino games for the duration of the bonus, otherwise the bonus and all associated winnings may be voided.

The bonus shall expire 5 days after being credited. If wagering has not been completed by then, the entire bonus balance (bonus + winnings) shall be removed.

Withdrawing any funds out of the casino bonus section of your account before completing all of the required wagering will result in your bonus funds and winnings being voided.

Players deemed at the sole discretion of the promoter to be adopting a low risk betting strategy to clear wagering will have the bonus along with any winnings removed. This includes, but is not limited to, betting on red or black.

Please note that you can only wager towards one bonus in the bonus section of your account at a time. Other bonuses can be stacked. Once you have completed the required wagering towards one bonus, you will then begin wagering towards the next bonus.

For additional promotional terms, please click here.
Promoter: Gala Interactive (Gibraltar) Limited, Regal House, Gibraltar.

 

[luckytyke]

Thanks ive got a copy of those, i think my main question is why is it taking so long for them to sort this, theyve implied that i may have won with the £100 therefore does that mean im entitled to more winnings? and why havent they just removed the winnings and set my balance at £100, any other site ive played on with this rule does this automatically between monies transferring from bonus to cash funds.
My other bone of contention is that id specifically asked staff members the terms for the bonus and was not told about £100 cap, you can only see these terms if your not a member of their site....a bit ambiguous if not misleading if you ask me..Anyway thanks for all your help im just hoping it gets sorted soon either way.

 

[KasinoKing]

Gala Casino is Accredited here - so your next step should be to contact the rep: https://www.casinomeister.com/forums/members/27702/
(Looks like she's not been on the forum since May, but she should be notified if you send a PM)

I don't think you can expect more than £100 + your £10 deposit back. Sounds like CS gave you some misleading/duff info

KK

 

[maxd]

... Can anybody help me with this please

Hello, Max Drayman here, I handle the Casinomeister player complaints service called "Pitch-A-Bitch".

If you'd like us to look into this issue for you please read the introduction to our "Pitch a Bitch" complaints service at https://www.casinomeister.com/player-arbitration-pab/

If a PAB sounds like the way you want to proceed then please read the "Pitch-A-Bitch FAQ" thoroughly (

You do not have permission to view link Log in or register now.

), it details what you can expect from us and what your responsibilities are. It's a free service but we do expect you to know and respect our procedures.

Let me know if you have any questions.

Regards,
Max, Complaints (Pitch-A-Bitch) Manager, Casinomeister.com

 

[rshkrn]

I would definitely wait a cpl days or more before opening a PAB. See what the rep on here says about it and how he can help solving it.

Chances are you'll just get your max 100 withdrawal even if someone in Support said Yes to the full amount.

 

[luckytyke]

Thanks guys ill take your advice and contact their rep on here, i dont want to PAB at this stage so i will give it a few days.

 

[dunover]

You can't expect unlimited winnings from 'free' chips - EVERY site that gives an introductory free chip has a w/d limit of 50-250 in most cases and it's ALWAYS in the terms. CS have got their knickers in a twist here apparently. As you said they should simply automatically level the 2500 to £100 and once you play with any REAL deposits like your £10 any resulting winnings will be free from restriction.

CS obviously can't tell that you are admitting all the balance came from the NDB and are simply trying to withdraw the £100+ the £10 verification deposit. They seem to think you may have won some of the 2500 with your own money too so it needs 'sorting out'. It clearly doesn't so don't rush into a PAB because I'm sure the rep can accelerate matters and ensure you receive your £100 promptly.

The £100 winnings effectively void the max win term, as there's nothing stopping you cashing the £100 out, then re-depositing another £100 free from any win limits. The trick is though, that any SUB will be credited to people winning on this NDB on their FRIST deposit which IF they have won like you did, would result in a low £10 deposit and small SUB.

 

[spintee]

Terms state that 100 max, 10 deposit to redeem it,,
I have seen some terms that state if no deposit has been made than winnings capped, Thats why its always good to deposit 10, b4 start a freebie in case you hit a good win, But in Galas case it does not matter all you will get back is 100 winnings and your 10 deposit back,

Gala casino is top of the game if you ask me, Rules are there clean and simple, It is abit of a kick up the ass if you do win but remember its a freebie with a chance of cash,
I can also see that if you did win more with your initial 10 deposit than thats when the tit tat can come in,
If you won more after deposit than maybe there could be an argument for them winnings but the way i see it is that anythink you had b4 you deposited will be lost exept the 100.

Its not good to say and I rarly stick up for casino when it comes to bonus terms but in this case I think gala is right to check it all out,

1 good thing if you played all rules straight than you have no trouble getting the 100,

 

[luckytyke]

Just a quick update, i pm'd the rep on here but so far havent heard anything, i have contacted cs today because the issue still hasnt been resolved, explained at this point i just want my £10 and if its capped at £100 that aswell. obviously i havent read t&cs so its my fault, just was really upset when id been told id won 2550 but hey ho thems the breaks. Theyre still stalling and tbh i dont even see them giving me any money at all. Still being completely fobbed of, fair enough there was a failure in their system that didnt reset my balance on transfer of funds from bonus to balance, but ive explained to them that i accept that, i accept that their cs gave me the wrong info so really whats the hold up.

 

[spintee]

Just a quick update, i pm'd the rep on here but so far havent heard anything, i have contacted cs today because the issue still hasnt been resolved, explained at this point i just want my £10 and if its capped at £100 that aswell. obviously i havent read t&cs so its my fault, just was really upset when id been told id won 2550 but hey ho thems the breaks. Theyre still stalling and tbh i dont even see them giving me any money at all. Still being completely fobbed of, fair enough there was a failure in their system that didnt reset my balance on transfer of funds from bonus to balance, but ive explained to them that i accept that, i accept that their cs gave me the wrong info so really whats the hold up.

Im surprised you have not heard nothing, Do not panic, Theses are some of the good guys, Hld tight and sure it be all sorted