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

Withdrawal and verification process is just a mess here, you'll be asked to upload documents a million times. Each agent you get a hold of asks for different documents, I uploaded documents more than 3 times. I made my winnings on the 24th of March and today it's the 28th and still struggling to get my documents verified so that my withdrawal can be processed. I feel like this casino is using a lot of inexperienced individuals who don't know what they are doing

Dear katli1437,

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.

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?

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,

Kristina

Good morning,

I emailed my documents on the 25th and I was told they couldn't find them and I must resend them, I did so again on the 26th and I was told they are received and are sent to the verification team and only to be told again that I should send picture of my ID in colour and not in black and white (because I had attached a copy) was told to also send pictures of my debit card and the pictures were half. Yesterday I received an email to say I should upload my proof of Address of which I had submitted my bank statement and my bank confirmation letter already. I was told the postal code on my bank statement and the one on my profile do not match well that is nothing for me because every other information matches what is on my profile and ID, I mean sometimes the postal codes will automatically be populated by the system at the bank and added to your profile so why must I suffer for that? Anyway yesterday I had to now send them my pay slip as proof of address as I did not have any other document to send them except my bank statement and payslip. I hope that I get assisted in this regard because 3 - 5 days is a long time. My withdrawal was requested on the 24th and today it's the 29th which makes it the 5th day, I honestly don't understand why withdrawals should take this long.

Documents I submitted are: my ID; bank statement; bank confirmation letter; front and back of my debit card; yesterday I submitted my pay slip as proof of address because I was told it ok to do so as long as it has my address on it.

And apparently 7 days through the verification process the pay slip was refused as part of Proof Of Address and I had to go to the bank yesterday so that I can get a statement with a correct postal code. I uploaded it yesterday and I swear I will be given another excuse for them not to process my withdrawal. What a joke of a casino🙄

Thank you very much for your reply, katli1437. Before we contact the casino, 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.

Dear katli1437,

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 day,

Kindly note that the query was since resolved and withdrawal was processed.

Thanks.

Dear katli1437,

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

Thank you for your 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,

Kristina

Casino.Guru