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

I played on the 10 of November 2023 on galatic casino with their bonus and finished the wager I was then told to deposit R50 and wager again. I submitted all fica documents on the 15th November they approved my withdrawal and told me it's been paid I should wait for 3-5 days till today no money came through.

Dear ndimandepretty9,

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 ndimandepretty9,

Have you received your withdrawal from the casino yet?

Good morning

No I haven't they said they paid the money to my account but still nothing. They said I should wait for them to send me proof of payment to show they paid so I'm still waiting for the proof of payment me it been 4 days now.

Thank you for your reply, ndimandepretty9. Have you made any successful withdrawals before? Could you please clarify if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Dear ndimandepretty9,

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.

Good day, this was my first time withdrawing from the casino, so far no money received and no proof of payment received which they said they will send I've sent them countless emails. When I registered on the casino I was told to deposit the R50 in order to get a bonus and finish wagering and I did all of that and made a withdrawal on the 10th which was approved on the 15th after fica approval and till today no money was received.

Could you 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 ndimandepretty9,

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.