Gala - Self Exclusion Woes...
Found for the Casino - This issue pre-dates the implementation of the UKGC license and as such does not fall under current self-exclusion restrictions.
Read our Gala Casino Review.
I hope you can help me. My complaint is a little unusual but having exhausted Gala's internal complaints I wonder if you can help or push me in the right direction.
My problem is as follows:
I have held, and been a regular depositor at Gala bingo for years and years, around 10 years now.
I self excluded at coral around 2012-2013. I cannot remember the exact timescales. I believe that this led to my Gala Casino account being blocked also, because they are connected.
I have been depositing and playing at gala bingo, completely unaware this would not be allowed (I had no idea coral were even connected to Gala) and the thought never even really crossed my mind anyway.
I tried to re-open my gala casino account last year, because I fancied a go, to be told I was self excluded. I did not remember doing so, but it was so old I could not remember when it happened and I was told it was frozen due to my Coral account being excluded. So I queried it with the live chat agent who told me, the system has changed so he has no idea when it happened, but it shows me as excluded.
At this point I thought.. Hang on, I have been playing at Gala Bingo since 2008.. Surely that is not allowed either... As my older account with exactly the same details, why has that not been excluded?
The penny dropped in my head that had I tried to withdraw after around 2013, it would have been denied because they would have connected the accounts..
I told Gala that I have a gala bingo account, and surely that is not allowed.. and they immediately froze it which proves me correct on the above point.
I therefore believe Gala should give me back my deposits on the bingo site because had I won, this would not have been honoured and I know they would have played the 'sorry' excluded card.
I did not realise at any point I had excluded from Gala by excluding from Coral.
I have complained to Gala, but they come back and say I was not excluded, and that there was an error, and that I would have been paid because I was paid a small withdrawal in 2012.. but that was prior to the exclusion.
They keep focusing on a small exclusion I had from my bingo account in 2008, which is not what I am talking about and that was reactivated anyway.
Normally I would let it pass, if it was obvious or I had been an idiot, but I feel like they are not being completely up front with me, and should have excluded the bingo account too rather than accepting deposits for years...
I hope you are able to see my point and help in some way?
My gala Username is [EDIT].
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