Galactic Wins Casino - Player believes that their withdrawal has been delayed.

On the bonus used the maximum bet was $4 and the casino tells me that the $4 bet was exceeded and that I will not receive my withdrawal but the problem is that I played on the video game bingo immortal romance and the initial bet has always been under $4 but as the numbers are drawn for the bingo the value of the numbers increases in order to make a bingo but the initial bet always remains under $4 and the casino does not give an error message to warn if the bet exceeds

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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Sorry the problem is that the withdrawal is refused and I want to dispute the wagering requirements issue.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I want to specify that the problem is not resolved. I did not receive the $1000 withdrawal because it said that the bets were not respected. I want to specify that on the game I was playing, Immortal Romance Bingo Video, we chose the starting bet which was in accordance with the bonus rules, but as the game evolves with each round, because it is a bingo, the value of the balls drawn increases to have the chance to get a bingo, but the basic bet always remains the same, only the balls drawn increase, and that is part of the game. I have already played with a game at another casino with a bonus and wagering requirement and my withdrawal was accepted. I still want to get my withdrawal back, thank you.

Dear player, I’m sorry to hear about your negative experience.

Could you please specify exactly which bonus you used and also send us the bonus terms and conditions that applied to it, particularly the section that mentions any maximum bet rules during wagering?

Our position 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 dominika.l@casino.guru.

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

Dear Davidftoit,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru