Galactic Wins Casino - Player's withdrawal request is delayed.

The casino don't accept my withdraw request because he said I m played at over the limit , and is not true . He said I played over 4$ limit but is not true on the base . The only thing a I made , is because a new game " wacky panda COMBO " when you arrive in bonus mode , you can boughtall of tree bonus at different price , and it's a arnak because the casino consider this like a money deal amount . I never play over _2,50 it's extremely rare to go over 2 $ It's the only thing I can considéré the casino takes for cancel my withdraw request . I'm find he a not honnest because is a hypocrite issue to cancel the player withdraw request . I find he very sever rule and the other casino generally give a permission to up at 7.50$ deal amount max when you use a bonus . I think I don't take a bonus next time but when I play at real money , the average of game was dropp consideraky . In two case the casino become a only winner and I think is a big legal stolen money . Sorry for my English is not perfect I know but is the only way s I know at the moment .

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Dear serbert49,

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

"We reserve the right to withhold any withdrawals and/or confiscate all winnings in the following cases if the following activity occurred while there was an active bonus on your account:

Placing bets that exceed the maximum allowed bet amount, as specified in the conditions of the bonus."

Our position is closely explained in the 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 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 petra.h@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

Petra

The problem is the max bet , is at 7,50 everywhere or generally but is not the case at this casino. The more important is the game who a I played , I every naive because I'm really falling her hypocrite tactic , the game name is the wacky panda , when you grab the bonus mode , the game give to player a choice thought all of bonus it's at the number 3 , three different bonus but you grab not it all at the same time but the game give a chance to bought the other , and is at this place I'm let drown in the Trapp . I bought the second bonus and this is considere like a bet overflow , it's very hypocrite . Is a good experience and I m not to be going make me squeeze in it again , you can believe me . ALL PLAYER S , I ADVERTISE YOU , WARNING TO THIS NEW GAME WACKY PANDA , IF YOU BOUGHT A SECOND BONUS INBONUS MODE STAY ALERT FOR DONT DEPASSING YOU MAX BET .

A new event arrive , THE CASINO BLOCKED MY ACCOUNT AND HE A DONT WANT TO GIVE ME A REASON FOR THIS . I TRY TO CONTACT A STAFF BUT THE ROBOT DONT LET ME TALK A AGENT FOR OBTAIN A DETAIL. HE A NOT WANT TO RETRY FOR TAKE A CHANCE FOR WIN , WACHT OUT EVERYONE , I THINK IS A WORST IN GROUP OF 4 I M SUSCRIBE AT ALL .

Dear serbert49,

Thank you for your reply.

Can you provide any screenshots or communication from the casino regarding the withdrawal rejection and blocked account?

Did you pass the verification before you lost access to the account?

If you have any other evidence that would support your case, feel free to send it to me. You can send all the documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Is a group of 4 casinos and I m pass a verification at Boo casino and BCasino for the other a include galactic win I never ask a whitdraw , it is my first request . Remember , I don't up my bet by the classic way , in the game I played , if you grab a bonus mode , you can grab 1 -2 or 3 kind of bonus one blue one red and one green , I grab one of three and the game offer the possibility to BOUGHT other one , and it's this error I make because it's considerate like up my bet . Do you understand my explication ? If you have more question just asking me in other message . Thank a , I joint screenshot of my blocked account , he s stole my bonus daily connection , because I can't connect at my account .

Dear serbert49,

Thank you for your reply and for providing the previous details.

• Could you please confirm whether anyone from your household, or anyone using the same IP address, has also created an account at this casino?
• Additionally, could you specify which verification documents you have already submitted and when they were provided?

Thank you again for your cooperation.

Hello! No, I am the only one registered because I am unfortunately single and without children. I have never had to provide documents because this withdrawal attempt was my first. However, I have been identified in their partner casinos and made withdrawals in two out of a group of four. I am fully verified with Boo Casino as well as with B Casino. Thank you.

Dear serbert49

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello there,

Thank you serbert49 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Galactic Wins Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Dear all,

We appreciate the opportunity to review this matter and address the raised concerns.

In regard to the player's declined withdrawal of 250 NZD and voided winnings, please note the following:

• On 27-Feb-2026 the player claimed a deposit bonus promotion, which included 60% match bonus + 20 free spins on the game Disco Party. The player deposited 10.00 CAD to participate in the promotion.
• The total bonus credit from the free spins play was for 13.64 CAD.
• The bonus promotion had attached wagering requirements as follows: Wagering Bonus: 40x bonus + deposit/ Wagering Free Spins: 25x

Please note the following bonus terms and conditions, applicable to all bonuses with attached wagering requirements offered on our site:

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 CA$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.

[...]

The General Terms and Conditions apply.

Please also refer to the following clause from the casino's General Terms and Conditions, section 10. Bonuses and Promotions, which states:

"All withdrawal requests will be audited by the casino to ensure that all general terms and conditions and all bonus terms and conditions were met. Should the terms and conditions not have been met, we reserve the right to void all winnings from the time the bonus was received."

During the withdrawal processing, the relevant gameplay was reviewed against the bonus and general terms to ensure compliance. It was confirmed that the player had exceeded the maximum allowed bet limit of 4.00 CAD while the bonus wagering requirement was still active. This constitutes a breach of the applicable bonus terms and therefore the withdrawal request was declined and associated winnings voided. The player's original deposit was returned to his account balance. Upon request, we can provide a copy of the relevant gaming logs for additional reference.

In regard to the account block mentioned by the player, please note the following:

• On 01-March the player was on LiveChat with our Support team inquiring about his withdrawal. During the conversation the player made a statement about his financial situation at the time, which raised concerns.
• On 02-March the account was temporarily restricted by our Responsible Gaming team and further clarification was requested from the player. He was informed of the reason for the account block via email.
• On 19-March the account was unblocked after the player confirmed responsible play.

We can confirm that in both situations the account was processed according to our published terms and applicable policies.

We hope the provided information will contribute to the fair resolution of the case.

Should you need anything further, just let us know.

Best regards,

GalacticWins Casino

Thank you for the update Galactic Wins Casino representative. Would it be possible to provide me with evidence of max bet violations? You can forward the player's game logs to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

Gaming logs have been sent.

Should anything else be needed, just let us know.

Best regards,

GalacticWins Casino

Thank you for providing me with the information Galactic Wins Casino representative.

Dear serbert49, the casino has shared evidence regarding violations of the maximum bet rules. In line with our Fair Gambling Codex, we recommend that casinos enforce maximum bet and similar regulations at the software level; however, we recognize that implementation may not always be feasible. Since maximum bet regulations during bonus play are considered an industry standard, we carefully assess each case to ascertain whether an unfair advantage was obtained. Given that you have breached the rule multiple times, we regret to inform you that we must view the actions taken by the casino as justified, resulting in the rejection of your complaint. We appreciate your understanding in this matter.

Kind regards,

Peter