Complaint #21 Galactic Wins Casino

Delay on cashout

By Teammelli

2 years ago

On October 5th, I requested a cashout to play with my deposit. First, they changed my $1,200 cashout to $100 and the reason was that I used a free chip. And I said that I would make a deposit after that. I gave it and played with my deposit. They didn't accept it. And the problem is that the same 100 dollars that they accepted on October 8 received an email confirming the payment, even though it is still pending in my account and their support is useless. They are lying to me continuously without any knowledge.

Disputed Casino Galactic Wins Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Galactic Wins Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Galactic Wins Casino

• Representative

2 years ago

Dear all,

Thank you for your patience while we reviewed this matter.

We have investigated the player’s concern and we have found the following:

Please note that prior to making his first deposit on 03-10-2023 the player was betting with free bonuses and free spins from ongoing no-deposit promotions on our site.

At the time of making his deposit, he had generated winnings from free spins for the amount of 142.51 NZD and continued playing until submitting his final withdrawal request on 05-10-2023 for the amount of 1200.00 NZD.

Here we would like to highlight that the maximum withdrawal limit for winnings from free spins is 100 EUR (or in this case 100 NZD, as per the gaming account currency) and this condition was applied during the review of the mentioned withdrawal request.

Our Free Bonus terms and conditions can be viewed here: https://www.galacticwins.com/en/tnc/free-bonus

However, following standard monitoring procedures, it was found that the player’s account had been accessed via VPN connection, which as per our General Terms and Conditions is not allowed and therefore the casino has taken the decision to suspend the account and withhold the winnings.

The relevant part of our terms and conditions is under section 4. User Accounts - Registration and Access, which you can find here - https://www.galacticwins.com/en/tnc

Following all the above, we find that the casino has acted in line with the General Terms and Conditions of the site and our decision will stand.

We hope the provided information was useful and we remain available for any additional questions.

Regards,
GalacticWins Representative

Galactic Wins Casino

• Representative

2 years ago

Hello all,

Thank you for reaching out to us.

Please allow us some time to review our records and investigate this on our end.

We will be back in touch with more details as soon as possible.

Regards,

GalacticWins Representative

Teammelli

2 years ago

Hello, dear friend, please help me. These cowardly people after consecutive lies for 13 days and after false excuses to change my cashout amount from $1200 to $100 and take my deposit under the pretext of cashout. These wrong people closed the account that I had completed authentication and not only did not deposit my money but also stole my deposit money. And after 13 days they said your account was closed and all your money was withdrawn because I had connected with VPN once. Also, in a casino where VPN is free for everyone, in reality... please help me.

Galactic Wins Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $3,643

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Galactic Wins Casino Complaints

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Galaxyno Casino - Unable to login to the casino

I am asking for help in solving the problem with the possibility of logging in to my gaming account at Galaxyno Casino. I have been a user of this casino since last year and so far I have not had any problems with it. I received weekly bonuses from them and even had gold VIP status, I ordered the winnings to be withdrawn twice and there was no problem with that either. Now when I try to log into my account, I get a message that players from my region cannot play at this casino and I have to contact Galaxyno support. After several attempts to contact and explain I have not received any response to the case via e-mail address. I have an amount of PLN 1,200 on deposit with them, which I would like to withdraw, but unfortunately I cannot, due to the impossibility of logging in to the account. I am asking for help in settling the complaint, for which I thank you very much in advance. Regards

Resolved

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Galaxyno Casino - Money delayed payment

Hi,

I have played at Galaxyno Casino (galaxyno com). I got lucky and won 10 000€. My account has been verified about three months ago so everything should be okay I once requested a withdrawal of 500€ a few months ago and I got paid the next day without any problems.

My issue is that I have had a withdrawal request now for 11 days and I have not got any kind of information about it.

The only thing the casino's live chat tells me is that they have issues with their payment system, they tell it on and on and nothing happens. No one replies to my 5 to 10 emails either.

When I played I didn't use any kind of bonuses or free spins nothing, only a 250€ deposit of pure cash. The winnings cannot or shouldn't be declined. I played on sweet bonanza and sweet bonanza Xmas.

The rule on galaxyno.com is that you can withdraw 5000€/month + eventual losses. With my calculations, I should be able to withdraw the whole 10 000€. Their withdrawal schedule is 3 days and now 11 days have gone already. The casino has a Mga license as well.

I really need some help because nothing happens, my withdrawal request has been pending since 02.02.2023 I have a picture attached here of it.

Hopefully, you can somehow help me to solve my issue thank you.

Resolved

€10,000