Account Safety and Terms and Conditions
Protection of minors
Gala Casino excludes minors (persons under the age of 18) from gambling by running automatic identification checks immediately after registration. Most customers will be automatically verified but for some we will require proof of ID and possibly proof of address too. We take our responsibility to prevent minors from playing with us seriously and to offer the best possible protection we require the shared responsibility of parents.
In addition to the safety measure described above, you might want to consider Parental control software like Cybersitter and NetNanny to block gambling sites from under 18s.
If you know someone under the age of 18 who is registered with us, please contact us immediately at firstname.lastname@example.org
Gala Casino meets the highest security standards in the industry, with a five-level security system, multiple firewalls, and 128-bit SSL encryption. Early-warning systems in the form of limits on unusually high stakes and winnings prevent manipulation and other criminal activities at an early stage.
However, you can help us to increase the safety of your account even further:
- You are responsible for the security of your device! Configure your computer’s auto-lock feature to protect it from unauthorised use.
- Please keep your access details safe at all times (user ID, password and your question and answer combination).
- Don't share your gambling account credentials, credit card or bank account details
- Don't leave the computer or device unattended when you’re logged in
- Do not use the 'Save password' option on log-in screens
- Create separate profiles for everyone who uses your computer or device, so that nobody else can access your information
Change your password regularly
By default, you receive an e-mail notification when your account is being accessed. If you cannot remember logging into your account at the specified date and time, please change your password immediately.
If you have forgotten your password, you can retrieve it here.
Terms and Conditions
You can view the current version of our Terms and Conditions, to which you have agreed here.
If you want to inspect an older version of our Terms and Conditions, please send a request to our Customer Service team.
If you want to make a complaint about a product or service please follow the process outlined below.
You should initially contact our Customer Support Team and an advisor (the Agent) will investigate the enquiry and respond to it. The Agent will log the call/message and make notes on their response.
Should your enquiry not be resolved at this stage, the matter will be referred to the Agent's Team/ Line Manager. The Team/ Line Manager will review the matter and communicate their decision to you.
If you still remain dissatisfied, the matter may be escalated to the Customer Support Manager, at which time your enquiry will be either recorded as a Complaint, or, where the matter relates to a betting or gaming transaction, a Dispute.
Upon receipt of an escalated enquiry, the Customer Support Manager will obtain a report from the nominated Agent and Line/Team Manager as appropriate and carry out any further necessary investigation and respond to you. The response of the Customer Support Manager represents the final stage of the Internal Complaints and Disputes procedure.
Should you remain dissatisfied in relation to a Dispute, you do have the option to escalate the matter externally via an Alternative Dispute Resolution provider. Please see below for more information.
For customers in Great Britain:
You may escalate the matter externally to the Independent Betting Adjudication Service (IBAS).
The Independent Betting Adjudication Service (IBAS) acts as an impartial adjudicator on disputes that arise between betting and gambling operators and their customers, after they have been through the operator's own internal dispute procedures and if deadlock exists.
The IBAS panel of betting experts apply their specialist knowledge to the facts and will adjudicate by reference to these Terms but do not rule on complex legal issues. As well as offering effective dispute resolution procedures, IBAS also check that we have complied with the standards set by the appropriate regulatory bodies and with the IBAS Terms and conditions of registration. IBAS can be contacted at http://www.ibas-uk.com or via telephone on +44 (0)207 347 5883 or via post at IBAS, PO Box 62639, London EC3P 3AS. You may refer a dispute to IBAS at any time following the conclusion of our review of the dispute, so long as this is within twelve months of the date when the dispute arose.
You may also use the Online Dispute Resolution (ODR) platform (http://ec.europa.eu/consumers/odr/) to refer your dispute to IBAS, however, if You choose to use the ODR platform You would not be referring Your dispute directly to IBAS and this may then prolong the process of resolving your dispute.
For customers from outside Great Britain:
Our customers, who live and operate their accounts from outside of Great Britain, have the option of raising the matter with the Gibraltar Gambling Commissioner. For further information on how to contact the Gibraltar Gambling Commissioner, please access their webpage by clicking here.