Gala Spins Casino - The player's withdrawal is delayed.

my withdrawal was processed on the 12th support gave me a transaction I.d buy didn't recieve it they said it was down to the bank but it wasn't so upon emailing I was fobbed off with am automated email stating they are having problems withdrawing to Mastercard I replied asking to maybe use a different way e.g paypal but just get automated responses . support can't tell me anything and iv been given no explanation ot time frame for ny missing money .

Hello sabrina,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gala Spins Casino. Please allow me to ask you a few more question before we would move forward.

Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when? Did you use any bonus to accumulate your current winnings?

When was the last time the casino responded to you regarding this issue?

Looking forward to your answer.

Regards,

Nick

yes I am verified and it us my first withdrawal and no I didn't have any bonus to playthrough they said they are having difficulty with Mastercard withdrawals but I'm only getting automated responsrs

Hello sabrina,

As it is your first ever withdrawal and we usually recommend to wait 14 days for the money to arrive after finishing the verification in any casino, I would recommend to wait at least until the end of this week or beginning of next week to see if there will be any update. If the issue will still persist, we will intervene.

Please let us know in case of any update.

Regards,

Nick

they ate still saying there's problem withdrawing to mastercard it was pending in my bank then they cancelled it it's been 2 weeks already

Hello sabrina,

Isn't there other available method you could you to withdraw or did the casino offer you any alternate way to get your money?

i have asked that they said that the payment is processed so can't withdraw another way.

Hello sabrina,

Forget to ask that based on your previous post - did the casino or the bank canceled the payment? Also how can it be pending if they canceled it?

it was opening to clear in my bank and the bank said the casino cancelled it I gave sent screenshot of the bank confirming that

same automated responses . from chat email and Facebook page

Hello sabrina and thank you for the additional information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Sabrina,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Gala Spins Casino to join the conversation and participate in the resolution of this complaint.

Dear Gala Spins Casino,

Can you please provide any update on the status of the player's withdrawal?

Kind regards,

Adam

We would like to ask Gala Spins 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Sabrina,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/) register and submit a complaint to them. It may have better options and tools to help players. Please let me know how the IBAS responded (adam.m@casino.guru).

I wish I could have been of more help.

Best regards,

Adam