Galactic Wins Casino - Player can't complete KYC due to unobtainable card photos.

I have deposited only 5e here. I had a pretty OK offer and I had 77 freespins with 10snt value per spin. I had to wager only 25x times for my win. I keep continuing my wager until a chat operator sayed that my wagering is complete.

For a reason or another the site on my case didn't move at all when I had my wagering complete. I had to verify this from the support.

After I had a green light that my wagering process is complete I decided to make my first withdrawal from this casino. The sum was 60e but for a technical issue it is 55e because as I told the site won't move my bonus money sum, even when I was complete.

I am not worrying for this 5e. I am happy if the casino would give me this 55e which I decided to withdrawal, the main issue is this;

Casino keep telling that I should bring a photos of my two cards that I was previously using as a deposit method. Only problem is that:

A. My first card is a virtual card. I CAN NOT TAKE A PHOTO/SCREENSHOT OF MY VIRTUAL MASTERCARD because Skrill app wont let me do it.

B. The second card is physical card but MY CARD DOES NOT EXICST ANYMORE, IT IS TERMINATED.

Instead I have pring a copies of casino card statements and statements from my banks that confirms that I truly had made deposits here.

I made this withdrawal request on 6.4.2024 and the casino keeps asking me photos of these cards which as I explain I can not do. I also have provided althernatively my card statements and all the other information but it seems that the casino is asking me to do the same thing all over again, which is not possible. What I can do that I could have my withdrawal? I have done all correctly and I have done wagering process but it seems I have gone to a brick wall with this card thing as part of kyc process.

Dear robban95,

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

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

• When was the last time you deposited with a card that is currently expired?
• Have you informed the casino about the fact that one of the cards is already expired?
• Are you still in possession of the expired card, please?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Tomas

I gladly inform, that the Galacticwins casino has processed my withdrawal request and the money has truly arrived in to my account yesterday.

For the record, I had told for the casino support that my first card is freezed and the second one is virtual. So at my last message I bring two official card statements (which I have sent before also) that show that I'm a legal owner of both of these cards and also I sent bank statements of all my deposits dating back to one year. They ask me to bring bank statements that shows those previous deposits but there was no time limit on that?

After I finally had give them tons of information, bank statements for one year period and other legal documents, I have passed the kyc process money shortly after arrived.

Also, I have to say that galacticwins site does not show (at least at my case) when you have wagered all the bonus money?

I had to ask this at the support and they told me you have wagered all your money. It was not possible to know by yourself.

Still the original amount which I should have would be 60e, but because this wagering thing never actually showed their site they handle this 5,30 as "bonus money" (even when I have wagered all completely) and when I made this withdrawal request I can't withdraw 60e which was my whole balance at the time of withdrawal?

So the withdrawal request was forced to be 55e. Luckily the glitch bonus money was no more then that so I gladly accepted this 55e which has refunded me.

I appreciate your help and effort! I'm glad that this dispute is finally over and the casino has withdraw my winnings!

Best regards

Roope ****

Dear robban95,

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

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

Best regards,

Tomas

Casino.Guru