Galactic Wins Casino - Player's withdrawal is cancelled due to bonus terms.

The funny thing about this, is that I deposited, my first deposit with them. I ended up winning quite a lot played my puny $25.00 up to 500.00. I lost a bit, then withdrew 200. Two days later, I recieve an email saying they will not process my withdrawal because it violates their bonus terms. They are trying to say that my .20 bets on a one real game added up to 4.80 and so I "bet" over four dollars. These people lie. Do not give them your money. I'm going to report them. I can imagine how many people they have scammed and its got to be astronomical.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus T&Cs of the Welcome Package and I found this:

The following wagering activities are not allowed until the wagering requirements of this promotion have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting more than €4.00 per spin.

4. Switching from a low wagering contribution game or category to a higher wagering contribution game or category. (Please see the Wagering Contribution Page.)

5. Using a ‘feature buy’ or Buy Pass function within a game.

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.

Our position is closely explained in the Fair Gambling Codex. 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 in Excel format together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Veronika

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The claim by the casino is a progressive win on 1 reel:Aztec. I made bets of 20 cents. Inside the progressive game the amount accumulates. At one point it accumulated to 4.80.

The law, under the Gaming Definitions Regulations (S.L. 583.04) states: prizes that accumulate within a game or platform are not considered a wager, which is the stake placed by a player.

The distinction between a "wager" and"winnings" is clear in the Gaming Definitions Regulations (S.L. 583.04), where:A wager involves risking money on an uncertain outcome (e.g., placing €1 per spin on a progressive slot).

A winning (including a progressive jackpot) is the prize awarded to a player, which may accumulate over time but is not itself a stake or bet.

To be clear , 

For players, the accumulation of progressive wins within a game without immediate withdrawal does not affect their legal status as winnings.

So as you can see, I never made a bet/wager over the 4.00 maximum. Far from it, and withholding my funds is illegal.

It's Sept 1, 2025. The casino has agreed to release my winnings. I will close this once they send the money.

Could you please forward me the communication you had with the casino in which they promised to pay your winnings? You can send it directly to my email address: veronika.f@casino.guru.

Dear Kanchie,

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.

Resolved. The casino did release the winnings.

Dear Kanchie,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru