Galactic Wins Casino - Player's account blocked due to sudden country restriction.

Casino is blocked my account, when i tried to withdraw. Their excuse is: Serbia isn't supported country, from that moment. I am opened account while ago, and after registration send them required credentials, and made a first deposit. I am contacted support consumers, to see can i gamble in their casino and withdrawing eventually winnings. They are approved. casino gives daily rewards for players with deposits, some free spins (5 or 10 on minimal bet per spin) as a teaser, with Standard bonus terms. I got lucky and managed to rollover required amount. ask in live chat support for withdrawing options, 15 minutes after my account its blocked. Explanation from very polite chat operator is that Serbia is suddenly not supported country anymore 😞?!

Dear dancerreddevile,

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

I tried testing a registration from Serbia. After attempting to complete registration I received the following message:

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

• Do I understand correctly you entered your correct personal information when making a registration in the casino?
• Have you used a VPN when accessing the website at any point?
• Do I understand correctly you won in the casino using bonus money?
• Could you please specify when exactly you registered in the casino and when your account was blocked?
• Have you made any deposits in the casino?

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

Of course I put in my correct information, sent a copy of the ID, paid the deposit. I didn't use a VPN, and I won the money from the bonus.

Did your winnings come from a no-deposit free spins or the deposit bonus?

When was the bonus activated on your account, please?

Winnings are made from daily no deposit bonus. They are activated immediately. The casino rewards verified players with at least one deposit, with 5 or 10 spins every few days. (Daily rewards) The maximum payout is $100. Conditional turnover 40×.

Thank you very much, dancerreddevile, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 dancerreddevile,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Galactic Wins Casino to join the conversation and participate in the resolution of this complaint.

Dear Galactic Wins Casino,

Can you please explain why the player's account was blocked and the winnings were confiscated?

Kind regards,

Adam

Dear all,

Thank you for your patience while we investigated the player’s concern and we appreciate bringing this matter to our attention.

Firstly, we would like to sincerely apologize for the occurred misunderstanding as players from Serbia are allowed to register and play in our casino, and the account block was done in error, unfortunately.

We have rectified this by reactivating the player’s account and he should be able to login as usual with his username and password. He is welcome to submit a withdrawal request for the available funds in his account, if he still wishes.

In case such request is submitted, the withdrawal will be subject to our standard review process, which includes ensuring the player is KYC verified and that no deviation from our terms and conditions, or any relevant bonus terms, has taken place prior.

We once again extend our sincere apologies for the inconvenience caused and we hope the player will continue to enjoy playing on our platform.

Kind regards,

GalacticWins Casino

Thank you for your response, GalacticWins Casino.

Dear dancerreddevile,

Can you please confirm the above and if you now consider the matter to be resolved?

Kind regards,

Adam

Hello Adam ,

as always, the Casino guru has shown a reputation for professionalism in resolving disputes between players and casinos. thanks for that. as for galactic wins , they pleasantly surprised me with this answer. I would only ask them to allow me to log in with a password only. Namely, I turned on sms authentication, but that phone no longer works for me (381658235730). I also wrote to customer service about this issue, but I'm still waiting for an answer. so I would like to ask Galactic Wins on this occasion, if it is possible, to return my normal login. Thanks and best regards

Dear GalacticWins Casino,

Can the player's login be amended as requested?

Kind regards,

Adam

Hello Adam,

Thank you for your message.

This has been sorted out by our Support team already and we can see the player was able to submit a withdrawal request for the available funds in his balance and it is currently under process.

IF anything further is required from our side, please let us know.

Kind regards,

GalacticWins Casino

Hi Adam,

I submitted a request for the payment of the deposit, and sent the additional documents that the casino requested from me yesterday. Now I'm waiting for the casino to approve. So I can't say that this case is solved yet.

Thank you all for your responses.

Dear dancerreddevile,

We will keep this complaint open until you have confirmed receipt of the payment. Please let us know of any further developments in the meantime.

Kind regards,

Adam

Dear all,

This is to let you know that the player's withdrawal is currently on hold as the KYC process has not been completed yet.

Our Verification team emailed the player the relevant requirements on 02-April-2024, however, we additional documents have not been submitted so far.

As we would like to facilitate the resolution of this complaint, we kindly ask the player to cooperate and provide the required documents for verification so we can proceed with his withdrawal request.

Kind regards,

GalacticWins Casino

Hello Adam,

I am send to them what they are requested, same day. My utility bill and screenshoot of my skrill account. Where is problem ? I can't upload photos of my utility bill because they are more than 5 MB. But be sure that's my bill, and I don't know how that can be a issue. I am already send them my ID. Can I suggest video call if verification team have some issues?

Hello all, thank you for your responses.

Dear Galactic Wins Casino,

Can you please clarify here what else is required, or if there is an issue with the documents that have already been sent?

Kind regards,

Adam

Dear all,

Please note that we have received the required documents from the player and we will now proceed with the review of his withdrawal request in line with the Terms and Conditions of our site.

Thank you for your patience.

Kind regards,

GalacticWins Casino

Thank you Galactic Wins Casino,

We will await further updates.

Kind regards,

Adam

Hello Adam,

Today the casino finally paid my account. If it wasn't for you, I would never have recovered my account. CasinoGuru, Thank you for existing.

Hello all,

We are happy to hear that the player received his winnings.

Thank you Casino Guru for your mediation in this complaint case.

If anything further is required from our side, just let us know.

Kind regards,

GalacticWins Casino

I would just like to ask the casino if I can still play in the casino now? I'm asking because I paid a deposit again, so now I'm waiting for a smaller payment again. It would be fair and proper for the casino to declare if I am undesirable.

Hello dancerreddevile,

I am glad to hear that your winnings have been received.

Dear Galactic Wins Casino,

Thank you for your assistance, can you please clarify if the player is allowed to continue playing?

Kind regards,

Adam

Hello all,

As previously confirmed, players from Serbia are allowed to register and play in our casino.

The account block that had occurred with regards to the player in question was an error and misunderstanding on our side, for which we sincerely apologize once again.

The player can continue playing on our platform as usual and we hope the resolution of this complaint is to his satisfaction.

Should anything further be needed, just let us know.

Kind regards,

GalacticWins Casino

Thank you once again, Galactic Wins Casino.

Dear dancerreddevile,

As you have confirmed receipt of your payment, and the casino has confirmed there is nothing preventing you from continuing to play, we will now close this complaint as "resolved" in our system.

We appreciate your cooperation and confirmation, dancerreddevile, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam