HomeComplaintsGalactic Wins Casino - Player's confirmed withdrawal has not been paid.

Galactic Wins Casino - Player's confirmed withdrawal has not been paid.

Amount: NZ$5,000

Galactic Wins Casino
Safety Index:Below average
Submitted: 12 Mar 2024 | Case closed : 27 Mar 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

7 months ago

The player from New Zealand had reported an issue with a delayed withdrawal from an online casino. Despite having received a confirmation email a month prior, the player hadn't received the payment and had been given inconsistent information about the withdrawal status by the casino support. We reached out to the player with several questions to better understand the situation but received no response. Consequently, they couldn't investigate the issue further and had to reject the complaint.

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8 months ago

Hey I’ve made a withdrawal and still haven’t been paid. I got confirmation email saying it has been approved with a reference number. Still nothing I then live chat the company and different workers tell me it has been paid to just wait and then another saying it’s still processing etc etc can you please help me

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8 months ago

Dear joshuaclarke20,

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.

  • Have you made any successful withdrawals from the casino in the past?
  • Could you please confirm that you have passed the KYC verification?
  • Have you accumulated your winnings with or without an active bonus?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

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8 months ago

Dear joshuaclarke20,

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.

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7 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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