Gala - Withdrawal Refusal. Money won disappeared. Explanation refused.

Ruling

Declined - This player has asked to withdraw their complaint as they've decided to submit it with another service.

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Player's Complaint

Hi i deposited 10 euro to avail of a welcome offer of a roulette bonus. 10 plus 40 bonus for new customers. I read the terms and conditions and even sent an email to clarify what would disqualify my bonus being careful not to make a misstep. I was lucky and won 894.10 euro by the time i had met the wagering requirements (including i think loyalty points converted to 15 euro). I was told i had met the requirements and was now free to withdraw. My withdrawal was not processed and i thought it could be due to the holiday weekend. This morning i checked my gala account to see it had been refused and that there was a pending withdrawal of 10 euro requested on my behalf by them. The rest of the money was not in my account but recorded as a playable balance in my bank history. I contacted them via email several times since seeking clarity and there seemed to be confusion on their part as to what was going on. Getting my name wrong, thinking i was a bingo customer etc. So i did not panic but suspected that someone was going to say i breached terms and conditions somehow. It had been stated that they could decide for any reason that this was the case. However they never once referenced the bonus. I am writing now because a staff memeber has contacted me reporting and i will just copy and paste this:

"Hello [EDIT],

Thank you for contacting Gala Casino.

Thank you for the clarification. Upon review of your account, I can see that your withdrawal of £894.10 was declined. Please be advised that this has been processed by the Relevant Department and we will not be able to disclose the reason for the decline."

I replied that i will be seeking immediate arbitration.

Is there any way you can help me with this?

All the best

[EDIT]

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