Galactic Wins Casino - Player’s account was regionally restricted.

Good evening,

I have an account with Galantic wins which I had for months now and everything has been going well since I was playing with free spins I never encountered problems except of cause I could not withdraw my winnings because of their T&C's on wagering which I understood.

I then decided to play with real money without bonuses, I deposited a few times and played and yesterday I deposited R50 and played won up to R320 but decided to leave the game early hours of this morning (15 July 2024). Later in a day today still I tried logging on and apparently my region has been restricted and now I am unable to access my account but to my surprise they accepted my deposit without asking a lot of questions. I sent an email and I was referred to live agents. Until now I have not received any response from the live agents they are no where to be found. Hope I will get assistance if my country have been restricted then they will have to refund all my deposits. Thank you

Dear ntsikimlambo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

• Do I understand correctly that you currently have R320 in your casino account?
• Could you please advise if your account was verified?

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

Good day, yes I have R320 plus few cents and I did verify my account. Thank you

Thank you very much for your reply, ntsikimlambo. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. If you see any message or pop-up informing you about country restrictions when you try to log in, please send it too. Thank you in advance.

Good afternoon Christine, kindly note I am unable to retrieve the live chats since I am unable to log in. I will however attach communications we made via email. Thank you so much for taking my case it's much appreciated

Apologies for spelling your name incorrect Kristina

Thank you very much, ntsikimlambo, 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, ntsikimlambo,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, can you please provide me with the following:

• Did you try to remove cache and cookies from your internet browser or access the website from a different device/browser? If so, did you experience the same issue? If not, can you try it, refresh the casino website, and inform me about the results?
• Do you use a VPN or any tool to hide/change your actual location? Alternatively, were you located in South Africa each time you accessed the casino website?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Galactic Wins Casino team,

Could you please check and explain the player's situation in more detail? What is the problem? What would you recommend for her to regain access to the casino account and/or withdraw her balance?

Please note if the casino allowed her to register, deposit, and play from her country of residence, it was not restricted, and she did not breach any other of the casino's rules, there is no reason for winnings confiscation, and, in case the casino decided to close her account, we recommend the casino payout her remaining balance. If the casino stopped accepting players from South Africa during the time the complainant was playing there, the same applies.

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

In such a case, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Good afternoon Branislav,

Thank you for taking up my case. After removing data and cache, I also cleared cookies the elrestriction message is no longer there. I took a screenshot it requires me to verify using OTP but when I put it, i cannot access the casino.

VPN is off on my side. I did change my device and transferred everything to my new phone however I just realized that whatever I do on Google on my current phone the history is the same as on my old device. I deactivated that device on my side but I still cannot access the casino.

Thank you for the update. What notification do you see upon trying to verify your phone number? Can you provide us with a screenshot of the notification?

However, it would be great to wait for the casino's response/instructions and explanation.

After putting the verification code nothing happens it just stay on that screen and show that it's searching

Alright. Let's wait for the casino representative. It looks like we are not going to get anywhere without the casino's help here.

Thank you for your patience and understanding.

Dear All,

Thank you for your patience during our investigation of this matter.

In light of legislative alterations, we regret to inform you that we are discontinuing services to South Africa.

The remaining balance of ZAR 320.46 will be credited to the account of ntsikimlambo. 

Our Verifications team will contact ntsikimlambo via email to request the necessary documentation.

We ask ntsikimlambo to please respond with all documentation without delay.

Kindly note that the refund will be processed exclusively through Bank Transfer and not EFT.

If anything further is needed, please do not hesitate to contact us.

Best regards,

Galactic Wins Representative

Thank you very much for the clarification and instructions, Galactic Wins Casino team.

Dear ntsikimlambo,

Can you please follow the casino's instructions and try to solve the matter with its Customer Support as soon as possible?

Feel free to inform us about any updates.

Good morning,

I will do as requested thank you so much for following up on my case. I will give feedback as soon as I have information.

Thank you once again

Good morning,

Please note I did send the documents to the casino as requested however, they have not confirmed if the documents were received and verified. I tried the love chat no one responds so I still await on their response.

Thank you

Hello, ntsikimlamb,

Thank you for the update.

As we know, it usually takes some time until a casino checks the documents and/or answers requests via email.

So, please, let's provide them with 1 more week to respond, and if nothing happens, or there is no progress at all, feel free to let me know before the end of the timer, and we will turn it to the casino representative and ask them about an update.

Thank you for your patience and understanding. Feel free to inform us about any news.

Dear All,

Upon reviewing the status of ntsikimlambo's account, it has come to our attention that we are still awaiting additional documents.

An email was dispatched on July 29, 2024, specifically asking for a copy of the back of the ID card.

Please be aware that a withdrawal request can only be processed post verification completion.

We urge ntsikimlambo to promptly respond to our email with the necessary information to avoid any further delays.

Best regards,

Galactic Wins Representative

Good day,

I did upload the documents as requested and the back of my ID was uploaded the first ID copy I sent had both back and front unless you want me to explain which one is the back and which one is the front. I did mention on my email that the back is the one with the barcode. I think you guys are giving me a run around I sent everything you said I should sent including my bank statement with the address that matches my municipality statement I do not know what more you want from me. Rather give me your direct email address because that verifications email is automated I need to speak to a really person and also on your live chat box I am not able to speak to an agent.

Dear ntsikimlamb,

There may be several reasons why the casino could not find the requested document. To simplify and speed the process up as much as possible, can you please find the email from July 29, 2024, which the casino representative referred to, and reply with the requested photo?

Once they review it, they should let you know if everything is alright or if there is anything else that needs to be provided.

Looking forward to hearing good news from you after providing the requested document.

Dear ntsikimlambo,

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.

Good morning,

I received a payment of R320 this morning I am not sure if it's from Galactic wins because the reference number is not specific, can they please confirm if the payment is from them.

Thank you,

Ntsiki

Dear ntsikimlambo,

Since it should have been a bank transfer, can you please provide more details so the casino can check it on their side?

Can you share the last 4 numbers of the payment method that should have been used for the refund, the exact date/time (if possible) when the payment was credited to your payment method, and who is the sender of the payment?

Then I will ask the casino to confirm it.

Alright, ntsikimlambo, thank you.

Dear Galactic Wins Casino team,

Can you please check the user's screenshot and confirm whether it is the payment from the casino?

Dear Branislav,

We can confirm the payment for ZAR 320 was completed on 6 August 2024.

Best regards,

Galactic Wins Representative

Good morning,

Thank you so much Casino Guru for your excellent work I really appreciate you solving my case and I hope you solve more cases like mine.

Thank you,

Ntsiki

Dear ntsikimlambo,

Thank you for your reply! 

We trust that the funds have been received, concluding your concern.

 If there is anything further you need or if you have any questions, please don’t hesitate to reach out. 

We are here to assist you!

Best regards

Mr Fortune Representative

Great news, guys! Thank you both for your replies and updates.

Dear ntsikimlambo,

As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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.

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, Galactic Wins Casino, for your help and cooperation!

Best regards,

Branislav, Casino.guru