Gala Spins Casino - Player’s winnings have been cancelled.

Dear Jodie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino when placing your last deposit? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Jodie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Yes the account was sussefuly verified and let me deposit up to 183 pound before winning and then would not let me withdraw my winnings or give me my deposit amount back

Thank you, Jodie, for your reply. Could you please advise if you have redeemed any promotional offers from this casino when placing your last deposit? 

Dear Jodie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

No I didn’t the let me deposit time and time again lots of different times no there wasn’t any promotion from the last deposit

Thank you very much, Jodie, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Jodie,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Gala Spins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Gala Spins Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What needs to be done on the player's side to get her account unblocked or her deposit/balance paid?

Thank you in advance for providing the information.

That’s fine they have given every excuse not to pay the money out but verified the account and let me deposit when contact last week they then said the balance I won was only 400 and something pound but then all of a sudden back up to the 850 by the end of the call ! It’s getting stupid now they let me deposit and play a number of time not just the once then when I win they tell me that I have a game stop account in my name I have contacted games stop and they have never heard of me I haven’t got an account with them my sister has so garla spins think it’s okay to say that it is my game stop because me and my sister have the same second name a lot of people have the same second name yet these think okay to tar people with the same brush just so they don’t have to pay out the money I rightly won I have got every bit of evidence from the phone calls to the emails to all the complaint I have put in with different teams and company’s and I’m still getting no we’re my next steph would be to take this to the news paper and get there name out for what they are doing to people who have done nothing wrong they was okay when I was depositing but then it comes to paying out then this

I understand your frustration, but I would like to wait for the casino's response.

Dear Jodie,

In the meantime, the casino's Customer Support contacted me - unfortunately, they cannot provide me with the details of your casino account and you have to contact them with your email address used for registration in the casino.

However, I am in contact also with a different casino representative and I would like to ask you for the following information:

• Username - email is not enough, we would need ID or a name/nickname of your casino account used for accessing the casino
• The payment method used for the deposit(s) and the date(s) of the deposit(s)

Once I have the information above, I will try to discuss the issue with a competent person.

Looking forward to hearing from you.

Alright. Please, send me also the information, which exact bonus offer(s) did you use.

Dear Jodie,

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

I can not send any Off the information as garla spins has put a hold on my account i carnt even get on to send you the payments of when I put money on ect it won’t let me

log on to mY account but garla spins have now stated that on the 20th of July I will be able to withdraw my winning of the 850 this is the day on witch my sisters GameStop account is open again so they did tar me with my sister acount due to second names so I am going to wait until the 20th now to withdraw if them

im unable to I will be taking the complaint with garla spins to the end including the mp and court proceedings as they don’t have the wright to joke the low t until the 20th but are so if the continuing to with held the money from my self after the 20th I will take things further

Alright, Jodie, thank you very much for the update.

I would like to wait for your update regarding the issue after the 20th of July. I am extending the timer for a longer period.

Once you have any news regarding your issue, please let us know about it, or I will ask you for an update after the timer expires. I will be patient and wait. However, if you decided to submit a complaint directly to the regulator, let me know about it.

We are looking forward to hearing from you soon.

Dear Jodie,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru