Galactic Wins Casino - Hráč se potýká s výběrem své výhry.

Galactic Wins Casino does not release my withdrawal, does not respond to my emails and rarely answers me in the online chat, and whenever it does, it says something every time. I did everything I needed, I bet what they asked, deposited, sent 3 documents (identity, proof of residence and bank statement). I was already told that my documents were all right and they would communicate with me about the situation of the withdrawal, then they said that they were not right, I sent it again, then they said that now it was right, after that something was still missing. This has been understood for a few days now.

A Galactic Wins Casino não libera meu saque, não responde aos meus e-mails e raramente me atende no chat on-line, e sempre que atende, cada vez diz uma coisa. Cumpri tudo o que precisava, apostei o que pediram, depositei, mandei 3 documentos (identidade, comprovante de residência e extrato bancário). Já me disseram que meus documentos estavam todos certos e iriam me comunicar sobre a situação do saque, depois já disseram que não estavam certos, enviei novamente, daí disseram que agora estava certo, depois que ainda faltava algo. Isso se entende a alguns dias já.

Dear Grisoli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents seem to be causing issues in completing the account verification process? Could you please send me the communication (emails, chat transcripts) you received from the casino? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

They responded as follows:

Dear John,

Upon reviewing your withdrawal request, we see that several bets were placed in excess of 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed.

Therefore, we cancel your withdrawal request and void the winnings.

We apologize for any inconvenience and disappointment and invite you to continue playing on our website.

If you have any questions, please reply to this email or contact our customer support via live chat on our website.

Compliments,

verifications

I recommend you to avoid this casino. If you can call it a casino, it's more like a scam!

Responderam da seguinte forma:

Caro João,

Ao revisar sua solicitação de saque, vemos que várias apostas foram feitas superiores a 10% do bônus creditado em sua conta. De acordo com os Termos e Condições do Bônus, isso não é permitido.

Portanto, cancelamos sua solicitação de retirada e anulamos os ganhos.

Pedimos desculpas por qualquer inconveniente e desapontamento e convidamos você a continuar jogando em nosso site.

Se você tiver alguma dúvida, responda a este e-mail ou entre em contato com nosso suporte ao cliente por meio do bate-papo ao vivo em nosso site.

Cumprimentos,

Verificações

Recomendo a vocês fugirem desse casino. Se é que pode se chamar isso de casino, tá mais pra esquema de golpes!

I am sorry to hear about this development of events.

Our position regarding max bet rules is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

I'll await your reply.

Dear Grisoli,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.