Galactic Wins Casino - Player's winnings confiscated due to violation of T&C.

Hello, first of all, im really sorry with my terrible grammar cuz english wasn't my first language.. I've been SCAM by GALATICWINS Casino as much as MYR550. 16th September 2023, They give me 5 free spin which i got the total win around MYR20. With that MYR20, i bet slowly and work my ass down until my balance becoming MYR500. Then i ask Customer Service why i cant withdraw my winning. They said that i has to keep on wagering until MYR1400 has been wager. I managed to get my wagering balance to 0. Then i try to withdraw again,but i need to deposit first, so i deposit MYR50 then all the withdrawal has been proceed without any problems. Everything is run smoothly. I constantly ask the customer services about my withdrawal and they said everything is okay. Until today 19 September 2023 when suddenly they sent me an email that state i has violated their T&C by playing NON ALLOWED games!! I been asking their customer services, but they keep on spamming the same bullshit again and again WITHOUT explaining to me what games that i has been violated!! I HAS ALL THE CHAT TRANSCRIPT AND ALL THE EVIDENCE THAT THIS SHIT CASINO HAS SCAM my winning!! I dont know what's to do.. This is first time i has been scammed by casino!!

Dear justsomeguys,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Galactic Wins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise which bonus you redeemed in the casino? If there is a link or a screenshot to the specific bonus and bonus rules, please share it with us here.

Could you please explain which games you played while wagering the bonus and which of these games were not allowed?

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

Hi, from what i know.. I only play slots games (Mostly Hacksaw & NoLimit City Slots) until my wagering is completed. I seriously don't know what non allowed games that i has been violated.. Here is the details :-

1)Bonus Spin That I activated

2) Proof my bonus spins as been activated

3)Terms and conditions for bonuses spins

Thank you very much, justsomeguys, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi  justsomeguys,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Galactic Wins Casino to join the conversation and contribute to the resolution of this complaint.

Hello all,

We have looked into the matter and found the following.

On 16/09/2023, the player claimed a free promotion, of 5 free spins.

From which he played and won a bonus of MYR29.70.

In our T&C's the following is stated:

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting on a non-slots game, such as a table or card game

4. Betting more than MYR40 (or equivalent) per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

5. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

6. Using a ‘feature buy’ or Buy Pass function within a game.

Seeing as the player played with a bonus of MYR29.70, the maximum he was allowed to deposit, are 10% of that.

He made large bets on games that aren't Video Slots, which isn't allowed according to our T&C's.

In addition, he made bets that were more than 10% and more than MYR40.

Due to these bets, the casino was entitled to remove any winnings.

We abided by our T&C's and will be happy to send the players' Game History if necessary.

Of course, the player can also view his game history on his account.

Regards,

GalacticWins Casino Representative.

Thank you  Galactic Wins Casino team for your reply. Please forward the player's game history to my email address (peter.m@casino.guru) and please mark the rows when the player started and finished the wagering of the bonus, thank you.

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.

Hello all,

The Game History has been sent as requested to peter.m@casino.guru

Please let us know if anything further is needed.

Regards,

GalacticWins Casino Representative.

Thank you GalacticWins Casino team for the game history. Could you please specify when exactly the bonus was activated and when the wagering of the bonus was finished? I'd like to find out if the games were played while the bonus was active or after the winnings were turned into real money.

Hello All,

The Game History has been provided as requested.

The Game Activity that has been highlighted reflects bets placed while the wager is in play.

Yellow reflects bets placed within our T&C

Red reflects bets larger than 10% of the bonus amount.

No color reflects bets placed after the wager was completed.

Please feel free to contact us if anything further is needed.

Thank you GalacticWins Casino team for clarifying.

Dear justsomeguys,

The data in your game history suggests that quite a few overbets were made right at the beginning of the wagering of your bonus. If this is the case, I'm afraid, I won't be able to help you. Even though we would like the casinos to enforce the maximum bet rule automatically, this isn't an industry standard yet.

Dear justsomeguys,

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.

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.