Galactic Wins Casino - Player claims that payment has been delayed.

I have previously made deposits in this casino and I had already made withdrawals, and days ago they gave me 8 free spins which I released and my winnings were credited and then I requested the withdrawal, but I realized that it took longer than it took with the I had already done it before and it seemed strange to me because it is supposed that if you have already withdrawn before then the next one must be faster. And I canceled that withdrawal, which I think was $1,000 and I continued playing with it, depending on what my earnings were, and I managed to raise it to $3,000 and I requested the withdrawal of $2,500 again and waited for the three days that the withdrawal takes to pass, and It turns out that when I reached the third day they rejected it, why did I place bets with a high value and that is not true! What happens is that these types of casinos never respect and accept what they give away, it has already happened to me with other casinos that give you bonuses that you don't even ask for and you manage to release it and then to top it off they block you or cancel it for what They do not accept that those earnings were the result of their bonus that they gave me!

I want this to be known and that they be fined because it is not worth it

Dear erduz12,

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 erduz12,

Have you received your withdrawal from the casino yet?

I have not received anything, they even took all the funds from my account!

Thank you for your reply, erduz12. I see that the casino accused you of breaching the maximum allowed bet. I checked the Bonus T&Cs and I found this:

"4. Betting more than €4 (or equivalent) per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Yes, but that was after releasing the bonus, I played the bonus with bets less than 4, and when I released it, I increased the bet!

In order to proceed with this complaint I need to see your game history, so please forward it as soon as possible.

Dear erduz12,

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.

Please forward the full game history preferably in an Excel sheet or PDF form. We cannot proceed with a case like this by reviewing a few random screenshots.

Dear erduz12,

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.