Loyalty Points

    • mylove190207
      mylove190207
      Bronze
      Joined: 10.04.2011 Posts: 807
      Hi. I recently start my adventure on Gala Poker and have tons of problems already. First I didn't get tokens for complited missions and now I have some sort of problem with loyalty points.
      In my account it says that I need to give 58 points for 1€, but on there site it is writen that you need to give 50 points for 1€.
      I contact there online support about that and guy who talk with me says that it is clearly visable that it is 50points for 1€ and tell me that go further with that and contact support.
      But now I get there message and they say this:
      "Thank you for contacting Gala Casino regarding our Loyalty Points.

      The Poker Team has advised us that the conversion rate on our site is correct and that you must be looking at an old link.

      To resolve this, please can you clear the cache and cookies on your device then re-start. If you are unsure how to to this, please click https://galacasino-eng.custhelp.com/app/answers/detail/a_id/331/kw/cache for a PC or Laptop and https://galacasino-eng.custhelp.com/app/answers/detail/a_id/3673/kw/cache for a mobile device.

      If you require any further assistance please do not hesitate to contact us on the Live Chat Icon on the Gala Casino website, or by calling our free telephone number 0800 328 4272, alternatively you can email your query to help@galacasino.com and one of our Customer Service Advisors will be more than happy to assist you further.

      Have you tried our brand new Gala Casino Help Centre? There are hundreds of useful articles at your fingertips to answer your Gala queries. Try it now by clicking. https://galacasino-eng.custhelp.com/

      Russell.
      Gala Casino Customer Service Advisor.

      Jernej, at Gala Casino, we are determined to deliver great Customer Service and would appreciate a moment of your time to complete a short survey regarding this email, this survey can be found at https://www.surveymonkey.com/s/emailGalaCasino
      "

      WTF!? So please if anyone can help me with this and see if you will get same information about that. Link where I get info about selling loyalty points is: https://www.galacasino.com/poker#tab=p_p_id_56_INSTANCE_UC4i_

      And if someone now right loyalty system please tell me what it is. Because it seems that I can't find right one.

      Thanks for your help!

      mylove190207
  • 9 replies
    • Lazza61
      Lazza61
      Headadmin
      Headadmin
      Joined: 23.03.2011 Posts: 9,209
      Hey mylove190207,

      When I looked at the page, I see this:



      And this:



      The first SS shows the effective points to cash conversion rate while the second shows the actual rate you earn points.

      So I would assume that you are VIP level 4?

      Regards

      Laz
    • mylove190207
      mylove190207
      Bronze
      Joined: 10.04.2011 Posts: 807
      yea I am VIP level 4. So there is probably nothing wrong with my browser and cookies as they put out as an issue. So this confuses me a lot. And I wanna to hear if someone has same problem with that. So I can go further with that and see if they will give me site where it is writen 58 points for 1€. I don't wanna complain about something that it is clear. But this isn't clear to me so wanna really hear if someone has same problem with points.
    • iSoOwnYou
      iSoOwnYou
      Bronze
      Joined: 27.11.2014 Posts: 637
      I would e-mail them and link them to this thread, with the screen shot that Lazza has posted this removed the question of cookies in browsers etc. They will see the problem very clearly, they will also clear things up a little quicker when they see other players are reading this in a public thread and might be similarly confused!

      So my advice is link them to this thread, e-mail them, and ask them to explain why there is a discrepancy between the points they say you need to convert for 1 euro on their site, and what you actually need to convert in the client! (I assume their site info is just out of date). :f_thumbsup:
    • mylove190207
      mylove190207
      Bronze
      Joined: 10.04.2011 Posts: 807
      Yea probably there site is out of date. But why then they don't update it? And I send them same picture as Lazza post here and my acc screen shot. So will give them this thread to read and will see what happen. ;)
    • mylove190207
      mylove190207
      Bronze
      Joined: 10.04.2011 Posts: 807
      I ask them for site where is written that I need to give 58 points per 1€ and they respond was:

      "Good Afternoon Jernej.
      Thank you for contacting Gala Casino regarding our Loyalty Points.

      Approximately 2 days ago our Website was updated to reflect the new Loyalty exchange rate of 50 Points per Euro.

      Preceding this change the rate was 58 points per Euro. As this is historical I am unable to provide a link which demonstrates the former rate.

      If you require further assistance, please do not hesitate in contacting our Customer Service team on free phone 0800 328 4272 or +44 (0) 2032887906, via Live Chat or email us at help@galacasino.com
      Kind regards,
      Sophie.
      Gala Casino Customer Service Team
      At Gala Casino we appreciate feedback from our customers, please could you take a moment to complete our survey. Please click here. https://www.surveymonkey.com/s/emailGalaCasino
      Have you tried our brand new Gala Casino Help Centre? There are hundreds of useful articles at your fingertips to answer your Gala queries. Try it now by clicking here. https://galacasino-eng.custhelp.com/
      "

      Now this looks really silly.:f_ugly: :f_ugly:
    • mylove190207
      mylove190207
      Bronze
      Joined: 10.04.2011 Posts: 807
      Now it is clear that it is 50 points per 1€ ;)

      There email:
      "Good morning Kren.

      Thank you for your contact regarding the exchange rate for points.

      I can confirm it is now 50 points for 1 Euro.

      Please log out of the site, clear browsing historty and load up the page again it should be showing the new rate.

      If you have any other questions or queries, please do not hesitate to contact us either by the Live Chat option available on our site, Email via help@galacasino.com, our UK Freephone number 0800 328 4 272 or our direct number +44 (0) 203 288 7906. Have you tried our new help facility with a frequently asked questions section? Click here for the link.

      Kind regards

      Alison

      Gala Interactive Customer Service

      Thank you for contacting Gala Customer Services. We’re passionate about delivering great service and would love it if you can take a second to rate this email. Let us know what you think via the following link: https://www.surveymonkey.com/s/emailGalaCasino
      "

      I don't know if they don't wanna realize that IT IS PROBLEM WHEN I ACTUALLY TRY TO EXCHANGE MY POINTS AND NOT WHAT IT IS WRITTEN ON THERE SITE. They just don't tell me when they will fix that problem. Guys/girls I don't know what it is your experience with Gala, but with that attitude I will be cleare my bonus there and RUN AWAY. :censored: :censored: :wtf:
    • mylove190207
      mylove190207
      Bronze
      Joined: 10.04.2011 Posts: 807
      "Good afternoon Jernej,
      Thank you for contacting Gala Casino regarding your Loyalty Points conversion.

      Unfortunately we are unable to replicate the 58 points for 1 Euro here. I can confirm it is now 50 points for 1 Euro, and that is what we see when converting points.

      I understand that you have tried clearing your Cache and Cookies, and uninstalling and re installing the Poker Download.

      Please could you advise as to what browser you use? What operating system you use, and whether you play on PC, Laptop, Mobile or Tablet please?

      We would also ask that you try on a different device to the one you are using, to see if the problem persists.

      Once we have all of this information, we can then ask our Technical Team to review this for you.

      I am sorry for the inconvenience.
      If you require any further assistance please do not hesitate to contact us on the Live Chat Icon on the Gala Casino website, or by calling our free telephone number 0800 328 4272, alternatively you can email your query to help@galacasino.com and one of our Customer Service Advisors will be more than happy to assist you further.
      Kind Regards,
      Lizzie
      Gala Casino Customer Service Advisor
      At Gala Casino, we are determined to deliver great Customer Service and would appreciate a moment of your time to complete a short survey regarding this email, this survey can be found at https://www.surveymonkey.com/s/emailGalaCasino
      "

      Wow. I have only Laptop and now they are sking me to try there client on othere devices BEFORE THEY WILL GIVE MY ISSUE TO THERE TEHNICAL TEAM? WTF!? This really isn't funny any more.

      I just wondering how many players are affected by that? Probably many of them don't even now that theres points are converted wrong. At the begining they say that 58 is right number, when I put my issue here they say that it is 50 and now they are still not doing anything to solve that problem. I won't bother so much if they will just say that they are aware of problem and will try to solve it as soon as possible. And I will wayt as much as possible. Really no problem. But they are constantly avoiding responsability.

      Yea and I give away already tokens for twister. I won multiple times with 72 and 55 and didn't get any prize. When I told them about that they just give 2 5€ tokens for winning with 55, but they totaly "forgot" on 10€ token that I will need to get for winning with 72. Didn't tell them for that after I recive 2 €5 tokens and they didn't do anything.
    • mylove190207
      mylove190207
      Bronze
      Joined: 10.04.2011 Posts: 807
      It seems that they are awared of problem and they even give me 5 pounds on top of that.

      "Hello Jernej,

      I am contacting you with regards to your Loyalty Point Redemption.

      Thank you for bringing this matter to our attention, you are correct and I apologise for any confusion. We have added a £5 gesture of good will to your account and we are currently investigating whether we need to correct the promotions page or if we need to raise the matter to our Technical Team.
      Should you require further assistance, please do not hesitate to contact either myself or another member of the Customer Service team via Live Help, E-mail or on our Freephone number 0800 328 4272.

      Also, have you tried our brand new Gala Help Centre? There are hundreds of useful articles at your fingertips to answer your Gala queries. Try it here now.

      Thank you for contacting Gala Customer Services. We’re passionate about delivering great service and would love it if you can take a second to rate this email. Let us know what you think via the following link: https://www.surveymonkey.com/s/emailGalaCasino.
      Kind regards,
      Elise
      Gala Customer Service"
    • mylove190207
      mylove190207
      Bronze
      Joined: 10.04.2011 Posts: 807
      Finally I can announced that everything get into place. I get all tokens that I need to get for completed missions and also my converting rate is 50:1. I personally think that this take too long. And I probably won't get all tokens, if I won't provide them pictures of me compliting missions and don't get awards, several times. I hope that in the future this will be much quicker and that they will provide there customers with more accurate answers. Probably the most annoying thing for me was that I bring them all of my issues with pictures at the beggining and they take just one of them and I need to wait 3 days for that problem get resolved. In the meanwhile they "forget" on other 2 issues and I need to remember them about them over and over again. And this frustates me the most.