Hello casinomeister comunity before I write a complaint regarding gala casino I would very great full if you could read the complaint I sent as i really do not know what to do or where I stand with this whole situation I've asked around but not no real solid answer as this has never happened before I did not opt into any bonuses or won my winnings from them I want to be completely honest with what has happened if you could please find the time to read this I would very greatfull I haven't slept properly for nearly two weeks
Basically I played on gala in December 2016 I did not win anything at all which is fine so I didn't play again for a few weeks after Christmas I played again and on the 27th I won around 11000 from pharaoh fortune which they paid me fine afterwards I played different games like piggy wizard, jungle jackpots roulette blackjack and many more for hours and hours over different days my lucky streak kept on going I won a further 20000 acumalated over a few days I withdrew around another 12000 then another 9000 I had now acumalated enough funds to carry on playing and see how my luck was going on the the 4th of January I won around 16000 which I withdrew but it never hit my account but I wasn't fussed as I had already won quite a lot and had plenty to get me by it had gotten to around 10days before I started questioning where had my money got to.
In between that period I was playing Pharos fortune and got to the bonus round but it crashed which had happened before in the past the customer service team and website just tell you to close the browser and log back in and your game should resume as normal when I logged back in this was on the 7th of January and tried to play my bonus round on Pharos fortune it redirected me to the new Cleopatra plus game bonus I won over 3000 from that feature but I did not draw it out I lost it back to them on blackjack and other games firstly as I thought it was a bonus or new game promotional thing and I did not want to enter into any of there bonuses wager scams as I play quite large in general and i did not want to get into and arguing into any bonus abuse disputes .
Anyway after playing cleopatra plus I quite enjoyed the bonus and game so I played Cleopatra again only this time I played the original one accidentally but I won which I was over the moon with but then again I lost it all back to other games and did withdraw anything I deposited a further 160 into gala and played the new Cleopatra plus which I wanted to play in the first place I bet 80gbp a spin and on my second spin I won a bonus round which paid over 22000 I couldn't believe my luck I was actually felt like fainting I carried on playing for hours that day and won around 69000 over the entire day on Cleopatra plus. Rise of Anubis roulette and blackjack Pharos fortune.
I then drew out all my money I had which was 69000 I planned for everything a new car deposit for house charity work and basically just counting my chickens before they hatched. Any way back to my 16000 withdrawal I had still not received my funds in my account after 10 days of calling everyday from the seventh onwards which was strange as I withdrew to Skrill which usually take 24hours so it got to the 12th of January and still no funds which by this point I am very worried they said don't worry it is normal for big wins and it's just going through security which I accepted and so I thought ok no worries so I tried to log in to my account later that day and it said player cannot log as this player is frozen this is when it went all wrong
I called every day and spoked to customer services and they said they have no information and it was with the payments team everyday I rang with the exact same response until I started speaking to the VIP accounts manger tony who was very understanding and and very good as were all the customer service team they were all lovely and really trying to help me find what's happening. Which is very important as I really was panicking they were wonderful.
Fast forward to the 22nd I spoke to tony again and he told me it's bad news I only received small amounts of information but basically he told me that on most of my bonuses I won my stake wasn't taken and that the winnings and all the winnings acumalated through this would be voided they said that when I reached my bonus rounds they went into demo play instead of real play so my wins do not count. So now I nearly fainted again I could not believe what they were telling me thinking.
This can't be right how can my bonus round I entered go from real mode to free play mode they even have free play options on any of these games on there website
I've been robbed what lawyers can I get to be able to see if I have a case,if I did break any terms and conditions
what can I do I'm missing 87000 which I genuinely won.
First of all I can say with out any doubt the slot games which I played none of them have demo mode it is not possible for it to go into free play mode so I don't understand there argument and if they are claiming this or even if this is true where have my bonus rounds gone that I had reached I used my money and placed valid bets
their terms and conditions can't win in every angle can they I didn't influence any outcomes I didn't do anything but press spin how can I know there there claim is true it didn't malfunction it played normally and fine this is totally biased if they use this clause to void all my winnings it's a life changing amount and I can't just do nothing about it
Please can you recommend what is my best option to make sure they can't twist or tamper with any of my gameplay as I can't even logg in to acquire my statements. I have already sent in a formal complaint which I have submitted to there complaints team but no reply yet it's been 13days since I sent it
I've already submitted my form to ibas and have called the gambling commission I haven't had an outcome yet I just want to be ready if I need a lawyer or take them to court
Thank you to those who have spent time reading this it's not a common one so I wanted to explain in detail