Gala Casino - Player's requested for a refund from the casino.

Galacasino - 

I deposited £1650 on 15th Sep/16th Sep.

The casino restricted my account asking for additional documents which I provided, these were then successfully verified, despite being verified and registered with Gamstop.

 I was fully verified with ID/Proof of Address & Selfie.

Gamstop was never picked up, until after I deposited the full £1650, I also had a pending withdrawal of £150.00.

I logged in later that day to check the withdrawal status and my account has been barred - £1650 Total Deposit I am requesting to be refunded to my card.

I contacted Gala Casino live chat and they informed me to escalate this to a dispute. I have since had an email saying the Player Resolution team has declined the request as the deposits were accepted in 'Good Faith' - They told me to see Section 7 of there website, which outlines duplicate accounts.

My original account, is excluded due to Gamstop, therefore this one should of been picked up as it has the same details! - Including DOB, Address, and they fully verified me to deposit more!

I was asked to complete KYC while suspending my account, I uploaded Debit card, ID, and Proof of address, this was ACCEPTED, then another £850 accepted deposit.

Mary

Apologies to keep you waiting.

I can see your request for manual withdrawal has been coordinated with our relevant team already.

Mary

Regarding with your recent deposit, I'll forward this to the relevant team and request to be transferred back to your payment method used.

Mary

Upon checking, this account was created just yesterday, 15th of Sept. As soon as the system detected that you have registered with Gamstop, it will block your account.

I am requesting Gala Casino to reimburse £1650, due to Gamstop.

Dear Gazrun,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gala Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly you have a previous account in the casino that is currently blocked due to an active self-exclusion? Could you provide a more detailed description of this account?

Also, since the issue is related to your Gamstop registration I would suggest contacting them directly and inform them about the issue. We do not know their internal processes and can’t judge the issue properly.

Please let me know when you did so and what was its response.

Thank you in advance for your reply.

Best regards,

Hi Tomas,

I had an old account with Gala Casino back in 2019, this was blocked when my Gamstop went live in 2020.

The new account shares the same details, however there Player resolution team advises they accepted my deposits in 'good faith' - totally unacceptable to accept deposits from a Gamstop registered player.

I'm requesting Gala to refund my £1650 deposits, due to Gamstop.

To add, the casino didn't confiscate the funds, they were played away due to problem Gambling, I had £2500 in my balance but it was lost.

I'm requesting good faith off the casino to reimburse me due to Gamstop.

Thank you very much, Gazrun, for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Gazrun,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Gazrun,

I regret to inform you that the casino is unresponsive. I highly suggest that, as you did in a previous case, you contact GAMSTOP and inform them of this issue or escalate the matter to the casino's regulator. If you require assistance, I am more than willing to help you.

Dear Gazrun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.