Galaxy.bet Casino - Player’s account has been closed without explanation.

Dear Casino Guru Team,

I would like to report a serious issue regarding the betting site Galaxy.bet.

I recently received an email stating that my account was closed after an "additional review of my betting pattern." All of my bets were canceled without any specific or objective explanation regarding any alleged irregularities.

For over 45 days, I have been trying to complete the account verification process. During this period, Galaxy.bet repeatedly requested additional documents and information, which I provided promptly. Despite my efforts, they never verified my account and instead, unexpectedly closed it without completing the verification or explaining the reason.

I want to emphasize that I have always used the platform legitimately, in full compliance with the terms and conditions. I have never used multiple accounts, abusive strategies, or any form of fraudulent activity.

Additionally, after closing my account, Galaxy.bet withheld the available balance and did not provide any option for withdrawal. This is clearly an abusive and unfair practice, as the funds belong to me and are not related to any promotional bonuses.

I have already contacted their support team multiple times requesting both clarification and the release of my funds, but I have not received any satisfactory response.

I kindly request that:

The full remaining balance in my account be paid out immediately;

Galaxy.bet provides a clear explanation of the exact reason behind the account closure, and which specific clause in their Terms of Use was allegedly violated.

I am fully available to provide any documents or evidence needed to prove my identity and the legitimacy of the funds in my account.

Thank you for your assistance and support in resolving this matter.

Dear matheusimports97,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear matheusimports97,

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.

Caro Tomas,

Agradeço desde já por tentar fazer essa intermediação entre mim e a casa Galaxybet.

Sou cliente da casa Galaxybet desde o dia 19/03/2025 e minha conta foi bloqueada no dia 19/05/2025 (exatamente 2 meses depois). Todo o meu saldo foi adquirido através de apostas em esportes, nunca joguei jogos de cassino ou caça-níqueis. Nunca utilizei bônus da casa.

Gostaria de reforçar que a casa agiu de maneira desonesta, tendo em vista que ela me solicitou diversos documentos adicionais para a verificação de minha conta sendo que a mesma ja havia sido verificada inicialmente. Logo, eu sempre enviei tudo que foi me solicitado e eles sempre pediam mais coisas e nunca finalizava o processo de verificação, até que me informaram por email que minha conta foi encerrada, sem nenhum motivo claro. Todo o meu saldo foi perdido pois eles não me pagaram nada e nem sequer eu consigo mais acessar minha conta.

Thanks for your reply.

Please understand that if you have only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into issues with any online casinos, and we will try our best to help.