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  • Confiscated Winnings

    I recently opened an account with Coral and played the casino slots, winning £74,000 (£74k). Having submitted a withdrawal request my account was frozen the next day. I contacted Coral to find out why and was told that the account had been self excluded 4 years ago in September 2011 and that the winnings would be withheld. I genuinely have no recollection of this. I asked Coral to investigate further and received an email saying that I have had 'several' GalaCoral accounts (wasn't aware Coral and Gala were linked) and that I had tried to circumvent the system and that while my deposit would be returned, i would not receive the winnings and that is the end of the matter.
    Firstly, I have made no attempt to circumvent the system. Coral confirmed that my name, email address, DOB, and phone number were all identical. I also believe the password used would have been an exact match. The only change is my address as I moved 3 years ago. Secondly, Coral confirmed that their policy is to return all deposits (win or lose) when duplicate accounts are set up.
    If this is the case, then why haven't my many £000 deposits from the 'several' accounts been returned?
    Whichever way this is cut I believe that Coral (GalaCoral) have very poor account matching to prevent players from opening multiple accounts and that they happily take bets which lose, but fail to honour winning bets.
    I have requested proof that the Coral account was self-excluded and have had no satisfactory response. I don't believe they have the evidence other than a computer system that says I am.
    This being the case, even if they have confiscated my winnings, what about all the deposits on the other accounts they say I have used while excluded?
    I would like to take the matter further, but not too sure how.
    Any advice or help would be greatly appreciated.
    Thanks,
    Matt

  • They have been referring to themselves as GalaCoral.Ask them what their procedures were for informing customers of Gala that there has been a change of management.Point out that you were not informed that you were now a customer of Coral due to the takeover of your Gala account,and that they therefore failed to alert you in any way that any self-exclusion [which they have in any case failed to evidence] might also be carried over.
    Please tell us what they say.

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    • Gala & coral merged in 2005 so I highly doubt it's a case of accounts crossing over. They also allow you to have an account on each site, so that's not the problem here.
      I highly doubt that you used the same email address as this is the only thing that would flag up when trying to register a new account due to it being recognised as a duplicate in any php, sql etc.... Database

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      • bookies hate winners .that is why i spreadbet .sportspread.com .ig . spreadex .are all good firms to deal with

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