The player from Brazil had issues with accessing slots by the game provider Global Games on the Galactic Casino site whenever he was logged into the account. Despite multiple complaints to customer service and attempts to resolve the issue, he still encountered an error message. The player reported that the issue persisted even after the casino informed him it had been resolved. He also clarified that the issue did not result in any loss of balance and that he did not have a withdrawable balance at that time. After reviewing the player's communication with the casino, we concluded that we could not assist in this case as the difficulties were with a specific game provider, and no real funds were lost. Consequently, the complaint was closed.
Galactic Wins Casino - Player experiences issues with game accessibility at the casino.
Amount: 1 R$
Galactic Wins Casino
Safety Index:Below averageOther
REJECTED
Case summary
For more than two weeks I have been unable to use games from the provider Global Games. Every time I try to access any of their slots, an error message appears.
I have already deleted cookies, cache, and history, but the error persists. Using incognito mode or other browsers hasn’t helped, and even when accessed from my cellphone, the error message continues to appear. Moreover, the error only occurs when I am logged into my account; when I'm not logged in the slots load normally. However, upon accessing my account, the error emerges preventing me from playing.
I have 3 pending bonuses because of this error. I have contacted customer service more than five times to report the issue, but unfortunately, on only a few occasions was my case treated seriously. Most of the time, responses were indifferent and supplied the same generic information. On the rare occasions when my concerns appeared to be taken seriously, I was asked for various details, which I always provided immediately. I was told to wait for an email response, which never arrives.
At other casinos, games from Global Games work perfectly fine, even in casinos within the same network. I look forward to assistance from the Guru site, as I'm fond of Galactic Casino, but unfortunately, I am not receiving the necessary support for this issue.
Dear leonardolls1,
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.
- Could you please explain in more detail what you mean by: "Tenho 3 bônus pendentes por causa desse error"
- Was there any balance lost as a result of you not being able to access these games?
- Could you please explain if there is any withdrawable balance on your casino account?
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
Hello, Tomás!
How are you?
Regarding the bonuses, they are FS that were made available on my account in 3 different slots, with the error I cannot use them, I suggested that these FS be made available in other slots, but it was denied by the casino.
There was no loss of balance due to an error, and I currently do not have a withdrawable balance.
This week I received an email informing me that the error had been resolved, but the slots from the global games provider continue to work the same way.
Could you please share your communication with the casino regarding the issue when you attempted to resolve it? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Hello Tomas, How are you?
I forwarded the conversation with Galactic Wins to your email.
Today I received another email stating that they cannot do anything regarding my case.
Remembering that I can access the games when I am not connected and in casinos on the same network, in addition, I asked a friend who has an account at the casino to use my network to check if the error would appear on her account, she was able to access the games normally, which proves that the problem is not in my internet network.
I am sorry, but following the casino's responses, we are unable to assist you when you have difficulties with this specific game provider.
Since you didn't incur any losses of real funds and any loss is regarding bonus balance only, we are unable to compel the casino to offer any compensation nor penalize the casino.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry for the disappointing result of your complaint. Even though we weren't able to assist you with this problem, don't hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future.
