Top 10 Frequently Asked Questions

1. How do I make a deposit?

Making a deposit on galacasino.com is quick, simple and secure. You can click on any of the Deposit Now buttons on the screen, or navigate to My Account and choose Deposit. From here, follow the on-screen instructions to complete your deposit, and start playing your favourite games!

2. Why was my deposit declined?

Please check the details that you have entered match those given to you by your payment issuer. If these are correct, then you will need to contact your payment issuer to ask them why the transaction was declined. Our Customer Service team will be unable to establish why your payment issuer declined the transaction.

3. How do I make a withdrawal?

To make a withdrawal request, login to your account and select the Withdraw tab in the cashier, then enter your details as requested. Your money should be with you within the timeframe listed in the table below after your request has been processed. Funds will be returned to the last payment method you deposited with.

Requests will be processed only if all previous payments have been cleared and credited into our bank accounts.

Method of withdrawal Minimum Withdrawl Credit after Processing Charges Maximum Withdrawal

Visa Debit

£5.00 To your card within 2-3 working days No charges £25,000

Visa Electron

£5.00 To your card within 2-3 working days No charges £25,000

Maestro

£5.00 To your card within 2-3 working days No charges £25,000

Visa

£5.00 To your card within 2-3 working days Bank charges may apply.   (Players must supply bank details) £25,000

paypal

£5.00 Instant No charges £5,000

Skrill

£5.00 Instant No charges £10,000

Neteller

£5.00 Instant No charges £10,000

Click And Buy

£5.00 Instant No charges £5,000

Click 2 Pay

£5.00 Instant No charges £10,000

ECO

£5.00 Instant No charges £25,000

Bank Transfer

£10.00 2-3 working days Bank charges may apply No Limit

Please note that where customers make repeated deposits and withdrawals without commensurate play, we reserve the right to pass these charges on to the customer's account without prior notice.

Customers who have deposited with a MasterCard will be asked to provide details of a bank account that we can send their withdrawal back to, as we cannot refund MasterCards directly.

Where a withdrawal request exceeds the maximum amount for a payment method, the withdrawal will be split into two smaller amounts to accommodate the maximum withdrawal amount.

4. How can I change my payment method?

To change your payment method, click ‘My Account', and then ‘Change payment method' underneath Quick Deposit. From here, you can register a new payment method, or change your default payment method to a previously registered method.

5. I can't remember my password – what do I do?

Simply click here, enter your username, date of birth, and the e-mail address that is registered to your galacasino.com account. A randomly generated password will be sent to your e-mail address, which you can then use to log in to your galacasino.com account with. Once you have logged in, you will be prompted to change your password to something more memorable.

6. I can't remember my username – what do I do?

Please contact our Customer Service team who will be happy to help you locate your username. Click the chat icon at the top of the page to initiate a live chat with our support team, or alternatively click here to view other means of contacting us.

7. What are GalaCasino.com's contact details?

Our Customer Service team is available 7 days a week 24 hours a day to answer your queries. We can be contacted via the following methods:

Live Help: Click the chat icon at the top of the page to talk to one of our Customer Service Advisors.

Internal messaging: If you are logged in, please use the inbox within the My Account area of the website to send us a message.

Telephone: Freephone on 0800 328 4272 from within the UK, or from outside the UK on +44 (0) 2032887906

E-mail: You can e-mail us at help@galacasino.com.

Fax: If you have been asked to send us documentation, you can fax it to us on +44 (0) 1483 725 381

8. How do I open an account?

To open an account with galacasino.com, simply click here. Registration is quick and simple, and you'll be able to start playing on galacasino.com in no time at all! Registration is vital to ensure that all of our customers are over the age of 18, and to enable us to provide responsible gambling tools for all of our customers.

9. Where can I find more information on responsible gambling?

Betting and gaming should be an enjoyable and exciting experience, however galacasino.com does recognise that for a small minority of the public it can be a problem.

You can find more information on responsible gambling here.

10. Why am I being asked to provide proof of address and/or ID?

All new accounts undergo verification to ensure that the account holder is over the age of 18, and that the address details provided are accurate. To facilitate this, we may ask you to provide proof of address or identity, in order to satisfy our legal and regulatory requirements. We may also request documentation from you as part of our on-going security checks to ensure that the details we hold for you are accurate and up to date.

Quick Links

Other Frequently asked Questions

1. What do I do if my personal details have changed?

We ask that you keep your GalaCasino.com account details as up to date as possible. To make changes to your address, contact telephone numbers or e-mail address, simply log into your account, click on the My Account button, and navigate to Update Personal Details.
To inform us of a change of name or country of residence, please contact our Customer Service team through any of the methods listed here.

2. How do I find out information on promotions and bonuses?

To view all of the bonuses that you can claim on GalaCasino.com, click the Promotions tab on the top-right hand side of the website, where you will be taken to a list of all the available bonuses that you can take advantage of.

3. Where can I find the terms and conditions for a bonus?

The Terms and Conditions for a bonus will be available with the promotional material that the bonus was advertised on.

4. I was disconnected in the middle of a Casino game – what do I do?

When you reconnect to the casino, click on the game that you were playing, and you will be prompted to resume your incomplete/unfinished game if there was an outstanding action, such as whether to hit or stand in Blackjack.
For games where no additional action is required from you after placing a bet, for example with a slot machine, you can view the outcome of the bet in your list of bets by going to My Account and looking under Transaction History. The disconnection will not have affected your game, and you will have the same chance of winning as if you had watched the outcome on your screen.

5. I was disconnected in the middle of a game – what do I do?

When you reconnect to the casino, you will be prompted to resume your incomplete/unfinished game if there was an outstanding action, such as whether to hit or stand in Blackjack. The game will not be a live casino game, and will be completed with our software version of the game.

For games where no additional action is required from you after placing a bet, for example with Roulette, you can view the outcome of the spin in your list of bets by going to My Account and looking under Transaction History. The disconnection will not have affected your game, and you will have the same chance of winning as if you had watched the outcome on your screen.

6. Can I use a payment method belonging to a friend or family member with their permission?

No. You can only use a payment method that is registered to the name of the GalaCasino.com account holder.

7. Is there a minimum deposit amount?

The minimum deposit amount for all payment methods is £10.00.

8. What are Verified by Visa and MasterCard SecureCode?

All debit and credit card payments through our site are now capable of utilising the additional security offered by the Verified by Visa and MasterCard SecureCode service. If your credit/debit card issuer is enrolled, there will be one extra step when you make a payment, where they will ask you to confirm the details so that they can guarantee the payment is valid.

9. How long will my withdrawal take?

The length of time a withdrawal will take to reach you depends on the payment method used.
Please note that NO payout can be processed until a member is fully Identity verified. If a member cannot be verified, messages and emails will be sent at the time of deposit indicating what needs to be supplied.

10. Can I cancel my withdrawal?

If your withdrawal has not yet been processed, you can cancel the request and the funds will be returned back to your GalaCasino.com balance. To do this, click on ‘My Account', and click ‘Cancel Withdrawal' within the ‘Cashier'. You will then be presented with a list of your recent withdrawals, and any that can still be cancelled will have a 'Cancel' link next to them on the right hand side.

If you have any queries about your withdrawal requests, please contact our Customer Service team.

11. Can I withdraw to a different payment method?

All withdrawal requests will be sent back to the last payment method that you used to deposit with.

12. Can I withdraw before finishing a bonus wagering requirements?

Yes, but you will lose any bonus funds, and any winnings generated as a result of the bonus. Once the withdrawal has been made, you will not be able to restore the lost bonus by cancelling the withdrawal request.

13. Why was my bonus removed when I requested a withdrawal?

If you had an in-progress pre-wager bonus still pending completion of the wagering requirements, the bonus and any generated winnings are removed when the funds are withdrawn..

14. How can I change my payment method?

To change your payment method, click ‘My Account', and then ‘Change payment method' underneath Quick Deposit. From here, you can register a new payment method, or change your default payment method to a previously registered method.

14. Why can't I change my payment method?

Your balance must be below £100.00 before you can change your payment method. If you want to change your payment method because your existing payment method is invalid, please contact our Customer Service team who will be able to help you.

16. Do you charge fees for accepting a particular payment method?

GalaCasino.com will not pass on any processing fees for any payment methods to you. However, we recommend that you check with your payment provider to confirm whether they will charge you additional fees for depositing, particularly when using credit cards or international bank transfers.

17. My credit/debit card has been cancelled, how do I enter my new card details?

Click on My Account, Change payment method, and Manage Cards. From here, you can remove your existing card details, and add your new card details. If you receive a message stating you cannot remove your existing card, please contact our Customer Service team who will be able to help you.

18. How can I view my list of bets?

Click on My Account, and under Transaction History you will be able to view all your bets, grouped by product type. If the bet you are looking for does not appear here, please contact our Customer Service team who will be happy to help you.

19. How can I view all of my deposits and withdrawals?

Click on My Account, and under Transaction History select Transactions, choose a date range, and you will be able to see your deposits and withdrawals for that time period

20. Can I have more than one account?

You should only need one account to play on GalaCasino.com, so additional registrations will be blocked. If you want to change your personal details, or use a different payment method, these can all be changed within your account, and do not require a new account to be created.

21. I was told I already have an account so my registration was blocked?

If you already have an existing account with GalaCasino.com, details of the account will have been sent to the e-mail address that was registered with that account. If you do not have access to that e-mail address, or cannot remember which e-mail address you used, please contact our Customer Service team who will assist you.

22. How do I set a deposit limit?

This facility - available when you first deposit and then at any time through the My Account section of the website - enables customers to limit the amount of money that they are able to deposit into their account on both a daily/weekly and/or monthly basis.

For more information please contact our Customer Service team at help@GalaCasino.com. Or contact us via these methods.

23. What is self-exclusion?

Whilst most customers are able to enjoy their gaming, galacasino.com recognises that for a very small number of customers gaming ceases to be fun. For those customers who wish to restrict their gaming, we provide a self-exclusion facility.
For more information about our self exclusion facility, please click here.

24. How to request the Self-Exclusion facility

For more information about our self exclusion facility, please click here.
If you require further information relating to this facility please contact Customer Services via any of the methods listed on this page.

24. Why has my deposit limit not increased?

Any increase to deposit limits will only take effect after a 24 hour cooling off period has passed. Any decrease to deposit limits will take effect immediately. Please note that our Customer Service team are unable to increase or decrease deposit limits on your behalf.

26. Are my personal details secure?

Your details are held on our secure servers, and are kept in accordance with our Privacy Policy. If you have any questions about the details we hold for you, please contact our Customer Service team.

27. What is a dormant account fee?

If your deposit account has not been used for 400 days, your account will be deemed dormant and subject to dormancy fees.
The dormancy fee is calculated as 5% of the total account balance on the day the account falls dormant, and is charged on the day the account falls dormant, and the first day of each calendar month thereafter.
The dormancy fee will continue to be charged either until the account balance has been reduced to zero, or your account is reactivated by you placing a bet. We will not take any additional funds from any registered payment methods, as this only applies to funds within your GalaCasino.com balance.
If you have any questions relating to dormancy fees, please contact our Customer Service team via any of the options on this page.

28. Where can I find the privacy policy?

Please click here to view our Privacy Policy.

29. Where can I find the Terms and Conditions?

Please click here to view our Terms and Conditions.

30. How do I clear my web browser's cache?

IE9

1. Description: Choose what to delete Once your browser is open, click the gear at the top right to open the settings menu. Then, select Safety and Delete Browsing History... Or, optionally you may simply press Ctrl-Shift-Delete to open the Delete Browsing History window.

Choose what to delete
Select Temporary Internet Files. You will also need to uncheck all the other boxes, especially Preserve Favourites website data. This option makes the window also delete objects from websites in your Favourites folder, which is necessary to completely clear your cache.

  1. Click the Delete button near the bottom of the window to perform the operations (i.e. clear your cache by deleting temporary files).
  2. Your computer will work for a moment, and then the process will be complete. You've successfully cleared Internet Explorer 9's Cache!

Internet Explorer 8

1. Description: Click 'Tools'.

 Click "Tools".
Once your browser is open, click the Tools menu. Or, optionally you may simply press Ctrl-Shift-Delete to open the Delete Browsing History window (and skip step 2)

2. Description: Delete Browsing History...

Delete Browsing History... Click on Delete Browsing History...

3. Description: 'Temporary Internet Files'.

 "Temporary Internet Files". Select Temporary Internet Files.

  1. Click the Delete button near the bottom of the window to delete your temporary files (i.e. clear your cache).
  2. If you want the browser to automatically clear the cache whenever you close it, click the Advanced tab. Click to check the box next to the Empty Temporary Internet Files folder when browser is closed option (in the section labelled Security). Click OK. This will delete everything except cookies.
    1. Note: IE8 has a "feature" which retains some cookies even after you clear your cache if you do not UNCHECK the "Preserve Favourites Website Data." If you truly need to clear your cache, you will want to uncheck this!

Internet Explorer 7

1. Description: http://pad1.whstatic.com/images/thumb/6/66/Cache_ie7_1.png/180px-Cache_ie7_1.png

Open IE 7 and click the Tools menu. Click the Delete Browsing History link at the top.

2. Description: http://pad1.whstatic.com/images/thumb/3/32/Cache_ie7_2.png/180px-Cache_ie7_2.png

Under the Temporary Internet Files heading, click Delete files...

3. Description: http://pad3.whstatic.com/images/thumb/2/25/Cache_ie7_3.png/180px-Cache_ie7_3.png

Click Yes when you see the prompt asking if you are sure you want to delete all temporary files.

  1. Alternatively, clear your cache for just the current page you're visiting. Press and hold [Ctrl] on your keyboard, then Press [F5] or click on the Refresh button (square button on the toolbar with opposite-facing arrows).

Firefox 4.0 / 5.0 / 6.0 +

1. Description: Firefox Menu

Firefox Menu
Click the Firefox menu in the top left corner. Next, select the right arrow next to History >, and click Clear Recent History (or click on Tools then Clear Recent History if you don't have the FireFox Menu) Or, you can press Ctrl-Shift-Delete to open the recent history window.

2. Description: Select 'Cache'

Select 'Cache'
Make sure 'Details' is expanded, then select Cache from the list. Uncheck everything else.

3. Description: Choose 'Everything'

Choose 'Everything'
In the Time Range to Clear: drop down, select Everything.

  1. Select Clear Now.
  2. Your computer will work for a moment, and the process will be complete. You've successfully cleared Firefox's Cache!

Chrome v10 +

1. Description: Click on the wrench

Click on the wrench
Once your browser is open, select the Wrench icon (the settings menu, located in the upper-right corner) then,Tools, and Clear Browsing Data.... You can also access the Delete Browsing History window by pressing Ctrl-Shift-Delete, or clicking on this link: [chrome://settings/clearBrowserData].

2. Description: Check 'Empty the Cache'

Check 'Empty the Cache'
Select the Empty the cache check-box. Uncheck everything else to avoid deleting data unintentionally.

  1. In the Obliterate the following items from: dropdown menu, select the beginning of time.
  2. Click the Clear Browsing Data button. Chrome will work for a moment, and then the process will be done. You've successfully cleared Chrome's Cache!

Chrome v1 - v9

1. Description: Tools menu

Tools menu
Once your browser is open, select the Tools menu (the wrench in the upper-right corner) and select Options (Preferences on Mac).

2. Description: Clear browsing data

Clear browsing data
On the Under the Hood tab, click the Clear Browsing data... button.

3. Description: Clear cache

Clear cache
Select the Empty the cache check-box.

4. Description: Select your time period.

Select your time period.
You can also choose the period of time you wish to delete cached information using the Clear data from this period dropdown menu.

5. Description: Done!

Done!

31. Do I have to download the casino to play?

Our ultimate casino experience is available through our downloadable casino, offering over 400 fantastic games. Our download casino is free to download, and this can be downloaded by clicking here.
Alternatively, we have a wide range of instant play games that do not require downloading. In order to play our games, you will need Adobe Flash Player installed on your PC. To check whether or not you have Flash installed, go to http://www.adobe.com/software/flash/about/, where you will either be presented with the version you have installed, or prompted to install, free of charge. It is recommended that you install the latest version of Adobe Flash Player for the best experience with GalaCasino.com.

32. Can I use my online account on my mobile?

Yes! You can use the same GalaCasino.com account to play via your mobile. Simply visit GalaCasino.com from your mobile device, enter in your username and password, and enjoy the great mobile games on offer! You will have the same balance and payment methods that are available through GalaCasino.com on your PC.

33. How do I play games on my mobile?

Playing your favourite games on your mobile is easy and secure. Visit GalaCasino.com on your mobile device, log in using your normal account details, and choose the game you wish to play. You don't need to download any apps, as the games are played through your mobile browser.

34. What happened to the old site?

We have re-energised our website to bring you brand new, market leading online gaming, which will enhance your casino play experience. You can now play our casino games on your desktop using our new download casino, as well as playing a whole range of new games directly from your browser. During this process, we have also removed some of the games which had become less popular and replaced them with great new content.

35. What is the theoretical expected return to a player from the games?

Please click here to see the theoretical expected returns for all our games.

36. Are your games fair?

Find out about Fair Gaming at GalaCasino.com here