Galactic Wins Casino - Player reports low payout and mysterious rules.

I frequently gamble at Galactic Wins casino. They have very peculiar withdrawal rules. As I can recall, they have never paid out more than a maximum of 125 euros in winnings, regardless of the sum won. I've never seen this practice at any other casino. I cannot fathom why they operate in such a manner.

In other words, they always seem to come up with some "rule" to avoid paying full winnings, and instead, they only pay out a minimal amount. This time, I won 386 euros, but they only paid me 100 euros. Their explanation was that I am a long-term, valued customer, which is why they were okay with the 100 euro payout.

I was supposedly playing "forbidden" games, though I wonder why I don't face these issues at other casinos like Wildz or Caxino. Those casinos have a large turnover and they aren't petty about their games. They don't seem to have "forbidden" games, or if they do, they inform the player at the start of each game.

I understand that at Galactic Wins Casino, 386 euros seems like too large of a sum to pay out to a player. It appears to significantly impact their small turnover.

I hope that Casino Guru can get in touch with Galactic Wins Casino and convince them to change their nonsensical rules.

Dear Seppo14,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which bonus you played with? If possible, please post a promotional link or promo code here in this thread.

Did the casino specify which restricted game you played? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

It was a 60% bonus, and I deposited 60 euros. In addition, it came with 20 free spins.

Thank you very much, Seppo14, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Seppo14,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Galactic Wins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Galactic Wins Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Do I understand correctly that the casino allows playing restricted games with an active bonus and then confiscates winnings for that?

Can you confirm that this is the bonus offer the player used to accumulate the disputed winnings - "Grab a 60% Weekend Bonus and 10 Free Spins"?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It would be great if you could share with me the player's game logs and highlight the bets in question there.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello All,

Thank you for your patience while we gathered the information needed for this request.

An email has been sent to Branislav as requested.

If you need any additional information or have any further inquiries, please don't hesitate to contact us.

Best regards,

Dear Seppo14,

Can you please confirm you have been credited with the €100 from your disputed winnings?

Dear Galactic Wins Casino team,

Thank you for your email and the clarification.

I will try to sum it up in short.

Based on the provided evidence, we cannot agree with the casino's decision to confiscate anything from the player's disputed winnings due to the reason stated - unless there is nothing essential that could change our attitude, which is very unlikely, we recommend the casino restore the rest of his legitimately accumulated winnings.

Looking forward to hearing from you.

Thanks to the community for getting involved. I think Casino Guru has worked really well to resolve the matter.

 Dear All,

We are happy to inform you that the necessary adjustments have been successfully made to the account of Arr***n71.

As requested, a total amount of 286.00 EUR has been duly processed and credited to their account.

Should you have any further inquiries or require any assistance, please do not hesitate to reach out to us.

Thank you for your understanding and continued support.

Best Regards,

Galactic Wins Representative

Thank you very much for the update, Galactic Wins Casino team, and for reconsideration of the matter.

Dear Seppo14,

Can you please check your casino account and confirm the above-stated?

If that is correct, can I consider the complaint resolved and close it, or would you like me to wait until the whole disputed amount is successfully withdrawn?

Thanks to all of you. Calactic Wins has paid the disputed amount to my account. I'm glad the matter was resolved so quickly.

Great news, Seppo14!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Galactic Wins Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru