Galactic Wins Casino - Player believes that their withdrawal has been delayed.

I've already sent documents about 10 times to verify my address and to verify my account, e.g. a picture of my wallet, both sides, a bank card, an electricity bill, a rental agreement and my bank statement, and all of them clearly show the address, name, account information and personal information.. and still nothing has arrived in the account.

And I wondered why galacticwins sends an email asking for those documents, but the recipient (the link to send the documents to) is e.g. bcasino?

Dear ohisalojonna,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ohisalojonna,

Have you received your withdrawal from the casino yet?

Hey, yes, today I got a message from there saying that they have deducted 400e from my winnings because of some profit cap, that is, I only got 100€ today. I originally deposited 10€ and I remember the offer was 50 or 100 free spins without recycling, well, at first I won the entire 25e for which I asked for a withdrawal, until it became clear that I had to submit all the documents, then I thought that I would cancel my withdrawal because I didn't want to go through the trouble because of that 25€. Well, I played the 25€ with which I won 500€ in total.

Wouldn't the deduction of 400e have been perfectly legal???

Thank you for your reply, ohisalojonna. Could you please post here a screenshot of your bonus history, or specify which bonus you redeemed? Did you activate the bonus with the deposit?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Dimitri000,

This email is a confirmation of your deposit to Galactic Wins!

Deposit amount: EUR 10.00

Deposit reference number: 7665980

(Record this reference number for possible enquiries)

If you have any questions, please contact us.

Best wishes,

Galactic Wins

18+ Be Responsible. Sleep well at night.

Gala

completed reviewing your withdrawal request.

As the bonus credited to your account had a max-winning condition, we have removed additional winnings from your account and are processing a new withdrawal for the maximum allowed amount.

If you have any questions, please do not hesitate to contact our Support Team through the live chat on our site.

Regards,

Verifications

I'm not sure how they got there, but I hope you managed to send a message.

And that's why I wondered why in those messages e.g.:bcasino asks for those documents, even though the sender is Galacticwins..I chatted with the bcasino guy and they didn't see anything, e.g. winnings/withdrawal requests etc. on my account.. really confusing..and I couldn't find WHERE are my saved chat conversations..

Unfortunately, some bonuses have a maximum cashout limit and there is not much we could do about it. Casinos are free to design their bonuses as well as the rules that are applied to them.

Do I understand correctly that you received the bonus offer via email? Could you please forward me the whole email?

Dear ohisalojonna,

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.

Hello, I have received a bonus offer by email

I went through your complaint again and I must admit I am getting a little bit lost. Could you please clarify what is currently the main issue we should help with - verification of your account, reduced bonus winnings, or both?

Dear ohisalojonna,

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.