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Gala – closed my account and refuses to communicate

Ruling

Found for the Player - Gala Casino have made clear that they will not discuss complaint submitted to this service. As such this complaint is found in favour of the player.

Read our Gala Casino Review.

Player's Complaint

On the 1st of April I deposited £260 into Gala Casino. They gave me a £260 bonus to play with. I read the bonus rules and played slots making sure that I never deviated from any of these rules. I ended up winning £5705. I cashed out and that’s when the problems began.

Gala asked me to send them my ID. I sent them a photo of my passport. They accepted my ID and then asked me to send a proof of address. I sent them my bank statement. Some time passed and they emailed me back telling me that since I didn’t pass their security my account was permanently closed. They confiscated all of my winnings, less £260, which was all that was returned. I was very careful not to break any of their rules.

There is no excuse for this. If my documents did not meet their criteria, then they should explain what I did wrong and give me a chance to send something acceptable. They have not done this. They have declined my photos (despite them being crystal clear), closed my account and voided my win. They will not allow me to verify my account. They have seized my winnings despite the fact that I never breached any of their terms and that every character on both the photos of my bank statement and passport were in absolutely perfect focus, even when zoomed in on (I still have the photos and can send them to The Pogg to verify this if needed). So I ask that you please help me to recover the funds and hope that this complaint serves as a warning to punters that Gala will use their verification procedure as an excuse to void their customer’s win if and when they feel like it.

Read the casino review

16 Responses

ThePOGG
May 14, 2018

Hi Archeez99 - welcome to ThePOGG.com!

Unfortunately we had a system error over the weekend and some of the information you submitted with your complaint has been lost. I need you to provide the following:

1. Your full name
2. The email address you registered at the casino
3. The username you registered at the casino.
4. Your country of residence

It would also be helpful if you could forward the emails you sent to Gala casino submitting your documents to [email protected].

Once we have this information we will look into your issue for you.

Thanks,

ThePOGG

ThePOGG
May 18, 2018

Hi Archeez99,

Thank you for your email. I'm including the details you sent through below to ensure these are retained with your complaint. These will be deleted before the complaint report is published.

[EDIT]

If you've forwarded the requested documentation via a different email I need you to let us know the email address.

Thanks,

ThePOGG

Archeez99
May 18, 2018

It was the same email address, just a different email from the one I wrote the information down

ThePOGG
May 21, 2018

Hi Archeez99,

We have receive one document that you submitted to Gala casino but given that this issue is specifically about the operator rejecting the documentation you submitted we would need to see ALL of the documents you sent through to the operator.

Thanks,

ThePOGG

Archeez99
May 22, 2018

Hello, I sent you the proof of address which is the one that was rejected. The proof of ID I sent to them threw their website and was approved, do you still need me to send it to you as well?

ThePOGG
May 23, 2018

Hi Archeez99,

Yes please - I'm simply reviewing to see if there are any obvious issues I could advise you of.

Thanks,

ThePOGG

ThePOGG
Jun 04, 2018

Hi Archeez99,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Jun 11, 2018

Hi Archeez99,

If we haven't heard from you by Friday the 22nd of June I'll assume you no longer need our help with this issue and close this complaint.

Thanks,

ThePOGG

Archeez99
Jun 27, 2018

Hello, For some reason Im not getting email notifications when something is posted on this thread, sorry for not replying.
I'm just not sure what you needed me to follow up on can you please let me know?

Thanks

ThePOGG
Jun 27, 2018

Hi Archeez99,

We have not received your full ID submission to Gala casino. As this operator are highly unlikely to offer any response to this service the best we are likely to be able to do for you is review to see if we can identify what the issue is.

Thank,

ThePOGG

Archeez99
Jun 27, 2018

I have sent you the documents

Archeez99
Jul 11, 2018

Do you have any news on this, or have you tried getting into contact with them

ThePOGG
Jul 16, 2018

Hi Archeez99,

We have contacted Gala and are awaiting a response.

I will revert to you when we have an update.

Thanks,

ThePOGG

Archeez99
Jul 19, 2018

Thank you very much

I hope they respond to you.

Archeez99
Aug 01, 2018

Hello, have you had any development on why they closed my account?

ThePOGG
Aug 16, 2018

Hi Archeez99,

Unfortunately Gala casino has informed us that they will not discuss complaints with this service. As such there is nothing further that we can do to help you.

All I can suggest at this stage is that you contact Gala casino's ADR IBAS.

Sorry we could not be of further help!

ThePOGG

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