Galactic Wins Casino - Player’s struggling to complete account verification.

Hello im trying to withdraw to this casino but they always keep saying that i need to verify and i do it many many times i dont no if they just didnt want me tk verify and after 2 days because im busy on work i forgot that i have a win prize in this casino until march 6 2023 i decide to play in there casino and i remember that i have withdrawal last november but my withdrawal is not made and the money in my casino is gone i dont know what they did.

Dear Kinitnambewan,

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. Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Also, do I understand correctly that the casino confiscated the winnings you accumulated in November?

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

Yup they confiscate it i guest because when i return my balance in casino is 0$.

And this is the documents that i gived.

Hello i just want to ask what is the situation of my complaint right now?

Thank you for your reply, Kinitnambewan. Have you tried contacting the casino regarding the missing winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They always said that i need to upload a file to verify me and i already did a couple times

This is there email

Thank you very much, Kinitnambewan, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Hello, Kinitnambewan!

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!

Thank you i assume a response soon as possible

Theres no any update here?

Hello, Kinitnambewan, so far, there has been given no response from the casino. We will be trying our best to engage them into discussion. Thank you for your patience!

Thank you for doing that

Hello Kinitnambewan et al.

Thank you for letting us know about your issue.  I’ll let you know what happened here.

We requested a copy of an up-to-date proof of address but none was forthcoming.  We would therefore have cancelled your withdrawal of $620 and returned the money to your own balance, so you could try another withdrawal attempt.

Instead, before this, you cancelled this withdrawal yourself on 29th November 2022, so the money went back into your balance.  You then proceeded to bet most of this money away.

Following that, you requested another withdrawal of $200.

According to our internal checks and procedures, our verification team has gone through the gameplay and found that in this case, you had made bets that were over 10% of the bonus you received. As such, your winnings were voided according to our Max Bet rule. 

Regards,

Galaxyno Casino Representative. 

I didnt play any of the 620 thag i want to withdraw how come im gonna play it still if i want to witdraw that funds in that day. I dont recieve response after i withdraw it and 2 days after i was email that my withdrawal is cancel didnt know why and ikeep asking it in email but they dont response i didnt cancel and play my withdrawal

Hello, Kinitnambewan! Can you confirm that you have been playing with a bonus? And also, as you claiming that did not play the 620$, could you, please, provide with us with screenshots of your game history from your account, if there is such feature available?

No i didnt play that bonus. And thats not a bonus its a real fund because i done the wager requirement. And i know that galaxy no can provide my history on the casino

Hello both.

Although the player can provide the game history but appears not to be able to, I can email it to you, Pavel.

Hello, it would be wonderful! My e-mail is: pavel.k@casino.guru .

Hello, Galactic Wins Casino team!

I have still not received player's game history. Could you, please, try to send it one more time?

Hello any update on this cause i need to pay bills Asap thank you.

Hello Pavel,

I have sent to you the Game History again, please check it.

In addition, the players claim that he relies on casino gains to pay his bills is quite concerning, as our casino should be used safely, responsibly for entertainment purposes only.

The players account has now been blocked for safety purposes.

Regards,

Galactic Wins Representative.

Like what? Im not complain this if im lying.

Galactic Wins Representative, it seems like there is some problem with our e-mails. I have still not received any e-mail from you. Could you, please, try to send it one more time to pavel.k@casino.guru?

Hello Pavel,

It was sent once again to you.

Regards,

Galactic Wins Representative.

Hello any update of my case?

Hello, it seems like there has been a problem with our corporate e-mails, so I have not been able to receive a game history from the casino. I am currently trying other options and will let you know as soon as there will be any progress.

Thank you about that

Galactic Wins, I have contacted your representative and was informed that the matter is being forwarded to the team in charge. Please, let me know if you are working on it and if it is possible for me to receive the game history in any other way than e-mail (e.g. Skype).

They took so long to respond i dont know why. Just like when i try to withdraw this 620

Hello Pavel,

We will forward the game history to our account manager with CasinoGuru.

The file name is this complaint ID.

Please let us know once you've gotten it.

Regards,

GalacticWins Casino

Hello! We have received player's game history and will be investigating. As soon as we finish, we will give a response here, stating our position in this case.

Kinitnambewan, we have investigated your game history and it seems that after asking for the withdrawal of 620 on 26.11.2022 you have cancelled it on 29.11.2022. After that you had made multiple bets with these funds which resulted in your balance going close to zero. Please, confirm if you have played these funds away.

No im not i left my account with my withdrawal then i was busy like 2 months and i forgot that i have withdrawal that made in galaxyno casino i never played or cancel my withdrawal so thats why im shock that they saying i played it but i didnt I SWEAR

Our decisions are based on evidence provided, both by the casino and the player. Please, if you have a way to confirm that you did not have your funds played away, we will be happy to reconsider.

Like how do i prove it?

It would be good to get a game history straight from your account in a form of a screenshot, for example, but it is blocked at the moment. Probably, it is possible for you to negotiate with the casino to give you the access to your account without possibility to deposit or make bets.

They been block my email i guest i emailed them 3 times already 4 days ago but until now they didnt responde

Kinitnambewan, if you have no proof to provide, I am forced to reject this complaint. I have been trying to help, but the casino provided us with enough evidence.

Wait i will find give me a time

Hello all.

I would like to advise you all that even if a player has their account blocked, we cannot block their access via email. We can block access to the account and to our chat service but emails are ok.

I checked the player's account but the player has not emailed us in the past week to request what you've asked them to.

And i have find another withdrawal that they cancel and they saying that i didnt wager it how come i authorized to withdraw it if its not wager. Here

Kinitnambewan, I am forced to reject this complaint, as you cannot provide us with required evidence, which can be used against evidence, provided by the casino. I am sorry, that we could not help more. You can always reopen this this complaint of you feel, like you have what is required. Also, if you will face any other issue with any other casino in the future, do not hesitate to use our Complaint Resolution Center once more.

I would to thank the player and the casino for their assistance and cooperation.

Respectfully,

Pavel K

Casino Guru Team