Gala Casino

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.

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.

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.

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.

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.

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.

Is there a minimum deposit amount?
The minimum deposit amount for all payment methods is £10.00.

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.

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.

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.

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.

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.

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..

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

Where can I find the privacy policy?
Please click here to view our Privacy Policy.

Where can I find the Terms and Conditions?
Please click here to view our Terms and Conditions.

How do I clear my web browser's cache?

IE9

1.

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.

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.

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

3.

"Temporary Internet Files". Select Temporary Internet Files. Click the Delete button near the bottom of the window to delete your temporary files (i.e. clear your cache). 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. 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.

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

2.

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

3.

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

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.

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

3.

Choose 'Everything' In the Time Range to Clear: drop down, select Everything. Select Clear Now. Your computer will work for a moment, and the process will be complete. You've successfully cleared Firefox's Cache!

Chrome v10 +

1.

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.

Check 'Empty the Cache' Select the Empty the cache check-box. Uncheck everything else to avoid deleting data unintentionally. In the Obliterate the following items from: dropdown menu, select the beginning of time. 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.

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.

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

3.

Clear cache Select the Empty the cache check-box.

4.

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.

Done!

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.

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.

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.

Where is my nearest casino?

There are 26 Gala Casinos across the UK. To find your nearest casino, please use our casino finder by clicking here. Alternatively, contact our Customer Service team who will be able to give you details of your local casino.

How do I book a table?
You can book a table at one of our Gala Casinos using the table booker located within our Casino-Finder.

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.

Where have my old games gone?
Don't worry; we've kept the pick of the best games from galacasino.com, and have brought you a range of casino games, slots and tables better than ever before.

What has changed on GalaCasino.com?
We have a whole range of new promotions to celebrate the launch of our new site, click here to take a look at what's available.

We have introduced two new ways of playing with galacasino.com; a download casino and a mobile casino, allowing you to play your favourite games directly from your desktop and whenever you're on the move.

We have simplified the wallet system, so you now have one single balance that you can use to play all of our products, regardless of whether it's Live Roulette or a game of Poker.

Why can't I place sports bets on GalaCasino.com?
You can still place sports bets on our sister site, coral.co.uk. Simply use your existing username and password to log into coral.co.uk, but bear in mind you will have a separate balance and payment methods to those held on GalaCasino.com. As this is a separate account, if you wish to change your password or other account settings such as deposit limits, you will need to make this change for both accounts. For customers who joined GalaCasino.com after the 9th May 2012 , you will need to register with coral.co.uk in order to start placing bets.

Why can't I play bingo on GalaCasino.com?
You can still play bingo on our sister site, galabingo.com. Simply use your existing username and password to log into galabingo.com, but bear in mind you will have a separate balance and payment methods to those held on GalaCasino.com. As this is a separate account, if you wish to change your password or other account settings such as deposit limits, you will need to make this change for both accounts. For customers who joined GalaCasino.com after the 9th May 2012 , you will need to register with galabingo.com in order to start placing bets.

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.