Galactic Wins Casino - Player's experiencing difficulties withdrawing his winnings.

I completed the KYC and sent the data as an attachment when I fulfilled the conditions of the no-deposit bonus and applied for a withdrawal, but no matter how long it took, I never received an e-mail that seemed to be the result of the examination... I had no choice but to send the e-mail in Japanese. Even though it arrives, I only receive emails written in horizontal letters without knowing whether or not I will reply (I changed the sentences many times, but I only get the same emails written in horizontal letters)

The one week deadline is now passing...

To be honest... I also used other casinos,

This is the first time I've ever had zero support and the worst...

Dear tereida,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly you are waiting for the casino to inform you about the result of the verification process?

When exactly did you request a withdrawal of your winnings and what is the status of your withdrawal currently?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I see ~ I was surprised that KYC took a month, but I think I'll wait if I have to wait!

However, it wouldn't be strange for the casino to contact me once in about two weeks, right?

(Honestly, I don't think I'll be able to lower the amount if it takes this long...)

I think it depends on the country, but at least in Japan, waiting quietly for almost a month (although it hasn't been set up yet) without contact will give a strong impression that trust is dulled (almost untrustworthy).

I hope you understand...

As I mentioned in my previous post, I was sent an advertisement in Japanese, but when it became related to KYC, I was sent an advertisement in English that had nothing to do with Hei tereira! Melt! I couldn't get rid of the image of being taken lightly (made stupid) like this...

I also played with Mr. Eldoah, but I paid out about 30,000 to 40,000...

It was really a quick withdrawal... Such a casino

I was really impressed that it was a top-notch online casino! If you get the image that it will go smoothly only when you deposit and only when you withdraw money (we will consider the first review)... Honestly, I think that players will inevitably leave! I think that deposit and withdrawal problems are common to all casinos for any reason

I think that a casino that can't do that well can be considered a 5th-rate casino! (It's tough... Players who leave once never come back to that casino! This is the reality.) Are you willing to come back and play at a casino where you can or can't withdraw?

Dear tereida,

I fully understand your frustration with the verification process.

Could you please forward any relevant communication regarding the issue to my email at tomas@casino.guru? I'll await your reply.

I'm thinking of giving up on withdrawals here

It looks like I have to create an Ewallet...

I only plan to use ecopayz, so I didn't want to go out of my way to deposit ewallet...

Screenshots of your credit card number, driver's license, resident card, and ecopayz! Is this the only casino like Galaxyno Casino? I'm very aware that KYC is somewhat strict, but I can understand if it's a large sum of 1 million or more, but they won't let you withdraw around 15,000 yen (laughs). I feel like...

Casino Guru! After all, I think that posting casinos with smooth withdrawals will lead to the reliability of this site! A place where you can't withdraw money for half a month is no longer a casino, is it?

Thank you m(_ _)m for listening to the complaints of people other than Galaxyno Casino!

I apologize for not replying sooner, tereida. Thanks for your email and your patience.

About the 1400 JPY wagering requirement missing, was there no requirement mentioned previously when you attempted to cash out your winnings?

Which particular promotion did you claim? Would you be able to provide a screenshot or a link to this promotion?

I'll look forward to your reply.

Dear tereida,

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.

Even after that, the downloader doesn't seem to have good performance at this casino, so no matter how much I send...

I sent a screenshot of my driver's license, resident card, etc. from the chat, but the person in charge changed all the time, so I just received a request for KYC again... It's been exactly a month today! I think this casino is really not suitable for Japanese people! The system and response are very capricious, and I get a reply...

This is a withdrawal of around 15,000 yen at most...

It's a deficit above all that it took time for this casino! In the end... I can't take it down (bitter smile)

Thank you very much, tereida, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Withdrawal applications were steadily decreasing and it was 10,000 yen... Why was it reduced to 5,000 yen when it was about 15,000 yen... It's really a mystery! If you talk directly to Malta...I wonder if it will work! ? Will it become zero as it is? ? Is it a new cover-up (laughs)

Hello tereida,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Galaxyno Casino to join the conversation.

Dear Galaxyno Casino,

Can you please provide more information on the player's verification delay?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tereida,

Just to let you know, I was able to get in touch with Galaxyno Casino representative and they should provide more information about your case, so I will extend the timer for a couple of days.

Dear Kei.

I would first like to apologise for the wait in responses you’ve had in the past month.

I have to advise you that you have been requested to send us statements showing an account with either Sticpay, Skrill or Neteller, twice before, by our verification team, without response.  They have contacted you by email again today (29th March 2023).

This is the only document we require from you to have your withdrawal completed, so please send this as soon as possible.

The winnings were reduced in line with the maximum withdrawal terms of the bonus you used to play and win.  This is why the maximum ¥10000 is the amount to be paid to you.

If you would like to ask more questions about this, please contact us directly.

I don't use stick pay, but I'll consider it! However, before that support side agreed that a screenshot of EcoPayz would be fine just once, and I sent screenshots of EcoPayz many times, but no one touched on EcoPayz!

I really don't understand why the withdrawal amount was reduced! Does the reduction of 5000 yen feel like a fine? I want a convincing reason why I am caught in what conditions and do not meet the conditions!

Reduced because it took time at other casinos! I've never heard of something like that!

I hope that the software that checks on that side, such as the out-of-focus confirmation of the stick pay screenshot, will be high-performance without any problems!

Since then, I haven't heard anything from the Galaxyno... I made a stick pay and sent a screenshot, but no response...! I think the system is the problem.

Since then, the stick pay was 10000 yen, but there was a deposit! But... I think this casino is not suitable for Japanese people because the support is quite vague!

Thank you very much to everyone at Casino GURU m(_ _)m

Dear tereida,

As per the casino's last response, "The winnings were reduced in line with the maximum withdrawal terms of the bonus you used to play and win. This is why the maximum ¥10000 is the amount to be paid to you."

You were eligible for the maximum bonus withdrawal limit only. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this.

Do I understand correctly you have finally received the funds? Can we consider your complaint to be resolved?

yes, the solution is fine! Thank you for staying with us for so long!

Dear tereida,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I would like to thank both parties for their cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru