Galactic Wins Casino - Player claims that payment has been delayed.

Yesterday I made a deposit with a €20 bonus offered by this casino, which gave me 20 free spins. I started playing the bonus game, following all the rules. I started winning more money. When I ran out of the bonus, I kept playing the slots. Until I received this.

Congratulations, you have met the wagering requirement for your bonus! €463.75 has been added to your real money balance. Maximum winnings have been applied according to the promotion's terms and conditions.

March 12, 2026

When I reached €400, I decided to withdraw the money. This morning, I found that my withdrawal was rejected. I spoke with the chat support, and according to them, I had broken a rule by placing a €4 bet, which isn't true. I asked which game it was on, and they said it was on the first one. I told them that was impossible because the time they gave and the bet didn't match up, and it wasn't in my gaming history. They sent me an email with the games that didn't match. I spoke to another person in the chat and asked the same question, telling them that everything they had told me was incorrect. Then they replied, saying that I had broken the rule by placing €4 bets on several sites, which is a lie. So they can't be trusted because every time we reach this amount, they keep it.

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Dear M0renitah24,

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 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

My account is already verified, and I spoke with them as shown in the screenshot, and they say I'm not entitled to that money.

They still haven't said anything, they don't answer my emails or anything, they always do the same thing

Dear M0renitah24,

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.

I haven't received any refund, nor did they offer any solution; they kept my money.

Dear M0renitah24, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hello, yes, I made a withdrawal and they even called me to confirm my details. I already spoke with the casino, explained everything, and sent you the screenshots, but they haven't told me anything else.

Dear M0renitah24,

I’m sorry, but I haven’t received any email with the documents or screenshots from your side.

Could you please confirm which email address you used to send them? Is it the same email address that is registered in your Casino Guru account, or did you use a different one?

Kindly resend the documents and screenshots again so I can review them and proceed with your case.

Thank you in advance for your cooperation.

Karla

I sent you the screenshots here, but I don't have them anymore. I put them here at the beginning of the Dell chat.

Dear M0renitah24,

Thank you for your reply.

I’m unable to locate any email with additional evidence in my mailbox. Could you please confirm which email address you used to send the documents?

If possible, I kindly ask you to resend any communication with the casino, screenshots, or other relevant evidence to my email at karla.m@casino.guru so I can properly review your case.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

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

Dear M0renitah24,

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,

Karla