Galaxy Spins Casino - Player’s winnings are tied to sudden wagering requirements.

I have a problem with galaxywin casino . I received a free R100 bonus and they were no wagering requirements. Received big winnings while playing with bonus money decided to withdraw. It was mentioned how much I have as a bonus and real balance but in order for to withdraw I had to deposit and I did waited for my deposit to be a success. Few hours later went back to check I can withdraw they mentioned that I won't be able to withdraw need to meet R9024 wagering requirements. I'm starting to think the casino is a scam wagering requirements was never mentioned before I played and after deposit my last money hoping to receive my winnings soon. I need help with that money.

Dear Samkerenotar,

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

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

• Could you please share a screenshot of the promotion you activated and the communication where the casino informed you about the need to wager your funds?
• Post screenshots here or send me the information to my email at [email protected]

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I've sent you an email as I'm unable to send it here.

Thank you for your message.

Have you contacted support regarding the necessary wagering? Has the casino explained the situation?

Do you have a screenshot of the promotion? Where does the information that no wagering is necessary come from?

I did sent them multiple emails because the live chat was not working I waited for hours with no response. As for wagering it's supposed to be mentioned before and after accepting the bonus but there was no such thing. So that's why I feel like they're scamming me.

If the wagering requirement was not mentioned in the bonus, that usually means the wagering in the general bonus rules apply: https://www.galaxyspins.com/en/termsandcondition.html#General%20provisions

Bonus Terms and Conditions

Dates and times of all promotions at the Casino are based on Greenwich Mean Time (GMT).

Bonuses are subject to a play-through requirement of 50x the value of the bonus unless stipulated otherwise in the promotions’ terms and conditions. 

Please let me know if there is other information, otherwise I'll close the complaint.

Dear Samkerenotar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.