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Gala Casino - Responsible Gambling


Declined - This issue falls outside of the remit of ADR services as defined by the UKGC. As such no operator will discuss this type of issue with us.

Read our Gala Casino Review.

Player's Complaint

Within a week I have £4563.71 as my net deposit figure. In this time I have made 41 deposits, REVERSED 5 withdrawals and had £75 withdrawal processed. I have used LIVE CHAT to ask for bonuses several times, VIP status, I REQUESTED for my withdrawals to be locked so I couldn’t cancel them - NOT once has there been any interaction as per the rules to responsible gambling!!!!!

Within minutes of the chat requesting to lock TWO pending withdrawals – (£5500 and £5000) the temptation to reverse won. Both lost. The least that should have been offered/advised here would have been to take a break for 24hrs or something – or at least QUESTION “why do you want the option to cancel the withdrawal removing”. Its clear as to why.

I spelt out in various conversations whilst pushing for some bonus in return how I had deposited £4k – it didn’t once raise any interaction from your company!

I think its utterly disgraceful that the signs have literally been ignored - emails sent only to offer1 bonus and to promote NEW slots. Inbox messages to encourage more deposits.

Opportunities for them to QUESTION my play, gambling, control etc were given through chat over a course of days where each time i referred to the amount i had deposited in the short space of time. Noboby referred to responsible gambling

I request that I receive a FULL refund immediately of my net deposits/or the cancelled withdrawals to reinstated and paid to my VISA card registered so that this can be resolved fairly and efficiently preventing future fines and negative reviews/press.

Please help

Read the casino review

1 Responses

September 26, 2019

Hi chaydney - welcome to!

Unfortunately you've chosen to play wiht an operator who are both negatively listed with this service and who have been historically non-responsive to complaints submitted to us.

Alongside this the UKGC have issued guidance that this type of complaint - determining whether or not an operator should have taken action to prevent play - should be managed by the regulator directly and is not an issue that ADRs should become involved in. As such the best advice we can give you is to contact the UKGC.

Sorry we cannot be of further help.


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chaydney consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Gala
  • Gibraltar Gambling Commission
  • United Kingdom Gambling Commission
  • Coral Interactive (Gibraltar) Limited

September 26, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.