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

I placed an 800 euro withdrawal request. I did have 3000. Said I had an open round. Conveniently the chat option was not answering me which I felt was odd. Ended up falling down to 800. I am very angry that they have now withdrawn my winnings. I have placed thousands with this site and now when I win they don't pay? I am extremely angry and very upset.

Dear DanDev76,

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

Hi Nick,

The casino has cancelled my winnings, as I said they claim I used more than 10% of the bonus on spins. I managed to get through the playthrougg requirements and then noticed I was using money that was cash in my account. I got this up to over 3000 at one point. I then had what they call "an unfinished round" couldn't play any other slot. I found this very suspicious and the online chat would not work. I contacted the sister site Bcasino.com, same online chat and bot, advised of my concern they then decide to self exclude me without asking? I am very angrymas I have been gambling with them for some time without ever winning and when I do they do this?

Dear DanDev76,

Have you received your withdrawal from the casino yet?

Hi,

No they said I've broken the rules, very disappointed

Dear DanDev76,

What kind of rules did you breach exactly? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I don't have this anymore, apparently they have a limit of 10% per spin of the bonus which was 5.00. I managed to get through the playthrough requirements and was notified that the balance was available to withdraw, carried on playing and decided to withdraw. They then notified me that the winnngs had been withdrawn

Dear DanDev76,

Can you confirm whether you did play with bets above 5 while the wagering was still not finished?

Dear DanDev76,

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.

I really want to remember, I don't think I did.

Dear DanDev76,

I hope this message finds you well. Could you please clarify what you mean by not having access to your betting history? Is it not possible to view it within your casino account, or to request it directly from the casino?

Your assistance in clarifying this matter would be greatly appreciated.

Best regards,

Nick

Dear DanDev76,

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.