Gal Sport Betting Casino TZ - Player's winnings are missing from account.

Dear Guru Casino Support Team,

I am writing to report a serious issue regarding a missing JetX winning. On Wednesday, October 1, I placed a JetX bet in the casino and successfully collected my winnings at odds of 50.94, before the JetX boom reached odds of 113.13.

The game history (as shown in the attached screenshot) clearly displays my bet and the winning of 101,880 TZS. However, this winning was not credited to my Gali Sport account. When I contacted Gali Sport customer service, they informed me that they could not assist because the bet ID is not available—and the bet ID can only be retrieved from "My Bets" in my Gali Sport account, where this winning bet does not appear.

Since this issue appears to be related to the JetX system on your platform, I am kindly requesting your urgent assistance in investigating and crediting my rightful winning of 101,880 TZS to my account.

Please find the attached screenshot as evidence of the bet and winning.

Thank you for your attention and quick response.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gal Sport Betting Casino TZ.

Please allow me to ask you a few questions so I can better understand the situation.

• Can you check the records of your gaming history in the casino overall? Is the bet and the bet result recorded in the casino's records? Are previous bets recorded there?
• When did the incident take place? (date)
• Could you please share with me your communication with the casino regarding the issue, including the casino's explanation? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear Tomas,

Thank you for your response and for taking the time to look into my issue.

Here are the details you requested:

Date of incident: Wednesday, October 1, 2025

Game: JetX

Winning amount: 101,880 TZS

Details: I placed a JetX bet in Gali Sport and collected my winning at odds of 50.94, before the JetX boom at 113.13. The game history in the casino clearly shows the bet and the winning amount (as shown in the attached screenshot).

Issue: The winning does not appear in my "My Bets" section of my Gali Sport account, and the amount was never credited. Because the bet does not appear there, I could not retrieve a Bet ID.

Regarding your questions:

Yes, other previous bets are correctly recorded in my casino history, except for this particular winning.

The bet and result are visible in the casino game history, but not in my Gali Sport "My Bets" list.

I contacted Gali Sport customer service, and they told me that they cannot assist without a bet ID, which can only be accessed if the bet appears in "My Bets."

I’ve attached the screenshot showing the bet, time, odds, and winning for your review.

Please let me know if you need any additional screenshots or details.

Thank you again for your assistance.

Hello Any New Info

Thanks for your patience.

Have you discussed the issue with casino support?

Could you please share any interaction between you and support regarding the issue? Send it to my email at [email protected] as evidence that you attempted to resolve the issue with the casino first.

I apologize for the inconvenience.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Meku333,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas