Gala – closed my account and refuses to communicate
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.
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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.
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