Galactic Wins Casino - Pelaajan kotiutusta on lykätty 50 päivää.

I am waiting for account verification and pending withdrawal payment already about 50 days. My account was verified in February 2024, I was playing in this casino since February and had winnings which were fully paid. The last deposit I made on 17th of April and got my winning. After that casino started asking additional documents such as my ewallet statement, source of funds, selfie with ID and recent proof of address. I provided all requested documents, after that they started reviewing them for a long period. I was contacting support asking the reason of delay. They were replying that documents are under review. As nothing was changed for a long time I submitted a complaint with casino, sent them email on 31.05.2024. Only after that on 02.06.2024 casino replied that account is not verified and I am advised  to send my documents again but stamped by a qualified notary to validate legitimacy. As you know it needs time to prepare notarized documents and also additional charges to pay. I wonder why does casino make this process so complicated when my account was already verified and I got payments from them.

Dear Faran,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

1. How much money did you most recently deposit into the casino?

2. Have you received your most recent withdrawal payment?

3. Have you submitted the additional documents, notarized as requested by the casino? Please note that the casino may require additional documents for verification purposes.

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

Hello Veronika,

I will be happy to answer your questions.

1. I recently deposited 200EUR on 17.04.2024.
2. I have received all payments before this current pending one. The last withdrawal I received on 16.04.2026.
3. I haven't provided documents yet, because I need time to notarize them.

Casino didn't explain the reason why they requested additional documents when my account was already verified and received my winnings already for several times.

Please understand that the casino is eligible to request your documents with a stamp issued by the notary if necessary. Have you submitted the requested documents to the casino yet?

Hello Veronika,

I uploaded notarized documents on casino website.

Thank you

Could you please specify when exactly you sent these documents to the casino? Have they been checked yet?

Hello,

I uploaded documents on the website as soon as I got them approved by the notary on 21st of June. I don't have any email from casino yet.

Thank you for your response. Have your documents been approved? When was the last time you were in contact with customer support?

Hello,

I uploaded documents on my profile and didn't get any notification or email from casino regarding verification.

Thank you very much, Faran, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Faran,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Galactic Wins Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Galactic Wins Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Casino Guru,

Finally casino paid me the whole amount.

Thank you for your help!

Dear Faran,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as 'resolved' in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best regards,

Kubo