Account Safety and Terms and Conditions
Protection of minors
Gala Spins excludes minors (persons under the age of 18) from gambling by running identification checks which can require copies of various documents. 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.
If you know someone under the age of 18 who is registered with us, please contact us immediately at firstname.lastname@example.org.
Gala Spins meets the highest security standards in the industry, with a five-level security system, multiple firewalls, and 256-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:
Configure your computer’s auto-lock feature to protect it from unauthorised use.
Keep your access details safe (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
Changing your password regularly helps to keep your account safe. 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, click here. You’ll receive an email with further steps to obtain a new one.
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 raise a complaint about a product or service, please follow the process outlined below:
You must submit your complaint to us as soon as is reasonably practicable following the date of the original incident to which the complaint refers to. The complaint should be raised by contacting our Customer Service team in the first instance. Complaints may not be raised via social media. It is your responsibility to provide a complete summary of your complaint with all relevant details, including but not limited to specific transaction details; exact date, time and time zone; any screenshot or video material you may have; a copy of received promotional material; etc.
If you remain dissatisfied with the resolution provided by our Customer Service team, you may escalate your complaint in writing to email@example.com. You may also submit notices to us in writing to Customer Services Manager, Suite 6 Atlantic Suites, Europort Avenue, Gibraltar. Please note that we will get back to you via the email registered in your account.
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.
Should you remain unhappy about the outcome of the dispute, or complaint, you have the option to escalate the matter externally via an Alternative Dispute Resolution mediator. Please see below for more information.
For our customers in the UK:
Please bear in mind that the ADR mediator will vary depending on the license the brand operates under. You may find which license the brand operates under on the footer of the homepage.
If the brand you have a dispute with is licensed under LC International Limited, you may escalate the matter 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 a 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 was within twelve months of the date when the dispute arose.
If the brand you have a dispute with is licensed under ElectraWorks Limited, you have the option of raising the matter with eCOGRA.
eCOGRA is an Alternative Dispute Resolution mediator who we have appointed as an independent entity to offer alternative dispute resolution facilities for disputes (namely any complaint which relates to the outcome of a complainant's gambling transaction and is not resolved by Our complaints procedure stipulated above). The ADR service is free of charge. Please note that eCOGRA may reject complaints referred for dispute resolution on the basis they are frivolous or vexatious.
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 our customers in the EU:
For our customers in all other countries:
You may escalate your dispute to the Gibraltar Gambling Commissioner here.