Galactic Wins Casino - Player's account was blocked due to an alleged connection with another account.

Hello, Goodday Casino Guru,

I'm reaching out to address a concern regarding Galactic Win Casino. My account has been blocked, and my funds are being withheld despite providing all the necessary documents as requested. They claim I have a connection with another account on their system, but I have explicitly stated that I don't have a double account or any connection with another user.

Unfortunately, they've ceased responding to my emails. Attached are screenshots of my communications with them via email and the message displayed when attempting to log into my account. I would greatly appreciate your assistance in resolving this matter. Thank you for your attention.

Dear Valens50, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I have not received the screenshots you mentioned, so please upload them here or send them to me. My email address is veronika.l@casino.guru.

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, 

Veronika

Dear Veronika,

Thank you for your swift response. I've forwarded the screenshots you requested to your email.

In response to your questions:

No one from my household has created an account or staked bets in the casino.

I've submitted all the necessary documents for KYC verification which they vented.

I accumulated my winnings without any active bonus.

I appreciate your assistance and look forward to resolving this matter promptly.

Thank you very much, Valens50, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Valens50!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear All,

Thank you for your patience while we reviewed the complaint.

We have reviewed the account of Valens50 and found connections with other account/s on our system.

This is a breach of our Terms and Conditions.

Therefore, in line with our General Terms and Conditions, we voided the balance and the account has been closed.

Please refer to our General Terms and Conditions whereby it states:

"Only one account is allowed to be registered per person, household, family, household address, email address, payment account (credit/debit card, bank account, eWallet, etc.), device or shared computer environment (i.e library, workplace, fraternity, university or school etc.). Any withdrawal made from a duplicate account will be considered unauthorised and will not be paid."

"19. Prohibited activity: The following activities are prohibited on our site: [...] transferring funds amongst player accounts. [...]If it appears that you have or have attempted to participate in any of the prohibited activities set out above, we have the right to decline any withdrawal requests, freeze and remove any funds and close your account(s), and/or report you to the regulatory authority and any other relevant authorities, recover from you any winnings and payouts, and are under no obligation to refund to you any funds deposited on our site."

[...] If it appears that you have or have attempted to participate in any of the prohibited activities set out above, we have the right to decline any withdrawal requests, freeze and remove any funds and close your account(s), and/or report you to the regulatory authority and any other relevant authorities, recover from you any winnings and payouts, and are under no obligation to refund to you any funds deposited on our site.

Best regards,

Galactic Wins Representative

Dear Galactic Wins Representative,

I appreciate your prompt response. However, I would like to clarify that I have no connection with any other account or individuals using the casino within my jurisdictions. I adhere to the terms and conditions, ensuring compliance with the stipulated guidelines regarding account registration.

I kindly request a thorough review of my account to rectify any misunderstanding and reconsider the closure. I value fair play and uphold the integrity of gaming regulations.

Thank you for your understanding.

Galactic Wins Representative, thank you for your response!

Could you, please, send the proof that the player's account is connected to other accounts to my e-mail: pavel.k@casino.guru?

Hello All,

We have sent all documentation to Pavel as requested.

We thank you for your patience while we get the relevant information.

Please let us know if anything further is needed.

Best regards,

Galactic Wins Representative

Thank you, Galactic Wins Representative!

Hello, Valens50!

We have received proofs from the casino that you have indeed colluded with another person or have created multiple account while using the casino. Therefore, I must reject your complaint. Do you have any more comments that you would like to add?

Hello Pavel,

I appreciate your prompt response to this matter. However, I want to emphasize that I am confident I do not have a double account, and I am unaware of any person with whom they claim I colluded. This judgment from the casino seems unjust.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.