The player from North Rhine-Westphalia was unable to withdraw 600 Euros from the casino due to a requirement to use the original payment method, even though there was no option to select his bank account. He had created a crypto wallet, but his withdrawal was declined, and he had not received a response regarding a promised solution. The issue was resolved as the player marked the complaint as resolved, indicating that a satisfactory solution had been reached with the casino.
Galactic Bets Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €600
Galactic Bets Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Hello,
First i deposit via bank payment and Paysafecard.
Two days ago i wanted to Withdrawal 600 Euros.
There was no option to choose bank Account. Because of this i created a crypto Wallet. Withdrawal was declined because i should use the same way i paid. Very funny because there is no option as i mentioned lol.
They promised a solution within the next 48 hours. I did Not even receive an answer until now.
So please Open bank transfer or Accept Crypto at least. Thank you
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7 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Did you make a verification deposit with the new crypto payment method?
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
Translation
Hello Dominika,
"Have you made a confirmation deposit using the new crypto payment method?"
No, why should I? I don't actually plan on paying with crypto. And I actually expect a smooth transaction via bank transfer.
"Have you ever made successful withdrawals?"
No, not yet, this is my first withdrawal request
"Could you please confirm that you have passed the KYC verification?"
Yes, the verification was complete and finalized.
"Did you accumulate your winnings with or without an active bonus?"
All winnings were achieved without a bonus, but with real money. 
Automatic translation:
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7 months ago
Translation
Now, suddenly, there's no option available anymore. I'm curious
Automatic translation:
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7 months ago
Hello, Mike! We apologize for the issue you are facing regarding our withdrawal methods. I just answered your email now asking for some conformations regarding the withdrawal possibilities. We would like to confirm if you use any card related to your bank account used for deposit so you can ask for the payout by this card.
At the same time, I'm just waiting the responsible team to confirm the liberation of crypto method without a deposit needed, and I will let you know as soon as I have an update.
Thank you for your patience,
Galactic Bets Support
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
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,
Dominika
