The player from Peru had attempted to make his first withdrawal from an online casino. However, the casino had canceled the withdrawal, erased his account balance, and blocked his access to his account. The Complaints Team had reached out to the player for more information to better understand the situation, particularly regarding KYC verification, use of bonuses, and the casino's explanation for their actions. The team had extended the response time by seven days. However, the player did not respond within the given time frame, which led to the rejection of the complaint due to lack of further investigation.
Galactic Wins Casino - Player's withdrawal was canceled and the account was blocked.
Closed
Our verdict
Player stopped responding
Amount: 400 S/.
Galactic Wins Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
2 years ago
Translation
My withdrawal was cancelled and my balance was erased. I am now unable to access my account. I have made many deposits but this occurred on my first withdrawal.
Automatic translation:
Public
Public
2 years ago
Dear lymario2001lol,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Galactic Wins Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
Have you received any explanation from the casino for why your balance was erased and your account was blocked?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
