Galactic Wins Casino - Player's account has been closed without consent.

I opened an account at Galactic Wins Casino on September 9, 2026. I deposited $810, then on September 10, the casino emailed me to state that my "self-exclusion request has been completed." Several problems: I did NOT make a self-exclusion request at this casino, and I had a deposit pending, which I now cannot play. I asked livechat for clarification, and they told me that my account has been blocked due to my mention of gambling addiction. Note that in the single day I had my account open, I never emailed them or had any discussion on livechat, so initially I could not figure out what they were talking about.

Upon closer investigation, I looked at the casino group and found that I previously had an account at BCasino. I did close this account due to gambling addiction. According to the Maltese license, players should be excluded from the brand/casino group, and are entitled to a refund if they are able to open a new account. Given that I had NEVER communicated with Galactic Wins casino regarding a gambling addiction, it is clear that they were aware of this from BCasino, and I should not have been able to open an account nor to deposit. I am therefore requesting a refund of all my deposits from Galactic Wins Casino.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Galactic Wins Casino.

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

• Could you please clarify whether the C$810 was spent on gambling or is left unspent on your balance?
• Could you please clarify what you mean by pending deposit?
• Have you discussed the possibility of the amount being returned directly with the casino? What response have you received?
• Could you please share with me your communication with the casino regarding the issue?
• Could you please share any evidence surrounding your previous self-exclusion due to gambling addiction directly related to this case?
• Send emails or chat transcripts to my email at tomas@casino.guru, 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