Galactic Wins Casino - Player’s bonus winnings have been voided.

Have just withdrawled from the casino sent in verification such as Photo ID birth cert proof of address and this is the reply I get back from the casino

Dear Tteki,

Thank you very much for submitting your complaint and forwarding the relevant communication:

I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Bonus Terms & Conditions

...

4. Betting more than €4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. Could you please advise how much was your deposit and the rewarded bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Why would you let players exceed the actual amount to play i mean all i did was bet i play other casinos and never had this problem what about all the money i won $1500 where is that? how can you just take all of it are you going to give it back so that i can keep playing

I’m sure you understand, Tteki, that I don’t work for the Galaxyno Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. I agree absolutely that enforcing the maximum bet while completing bonus wagering on the software level would be ideal. Unfortunately, this is not standard practice yet.

If you are aware of placing greater bets than the allowed ones while playing with an active bonus, I'm afraid we won't be able to help you to recover your winnings as they were confiscated based on promotional rules.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Tteki,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.