The player from Brazil had won a considerable amount from a bonus and had accumulated a balance of 450 reais. Upon attempting to withdraw, he deposited 30 reais and sent her ID. The casino later voided her winnings, claiming she had exceeded betting limits, even though all bets were at the minimum slot value. The complaint was resolved when the casino acknowledged its error and deposited 320 reais into his account. The player was satisfied with this resolution and no longer wished to pursue the complaint.
Galactic Wins Casino - Player’s winnings confiscated due to alleged bonus breach.
Amount: 320 R$
Galactic Wins Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I received a bonus of 5 free spins in my email. In those 5 spins, I managed to win a decent amount of 2.19. I placed a bet of 1 real and won a considerable amount. I kept playing and constantly contacted support to inquire about the rollover. Eventually, I accumulated a balance of 450 reais. I contacted support to ask how to proceed with withdrawing the funds, and they told me I needed to make a deposit first. So, I deposited 30 reais. Then, they told me to send my ID, which I did. The next day, I received a message saying that all the winnings were lost because I had placed several bets exceeding 10% of the bonus. All my bets were placed at the minimum value of the slot, and I couldn’t have bet less because I was very cautious about another bonus requirement, which states that you cannot place zero or near-zero value bets. This bonus was structured so that I could never withdraw it because the casino set so many obstacles it became impossible to cash out. All my bets were made at the minimum slot value; not a single bet exceeded 1 real. I contacted support multiple times, and they kept making things more difficult. I just want what I earned or at least a portion of it.
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3 months ago
Dear Juninho8846,
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.
- Have you confronted the casino with the information that all the bets you made were of the lowest possible amount the games allowed?
- 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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3 months ago
Dear Juninho8846,
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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3 months ago
Translation
This morning the Casino recognized its error and ended up making a deposit of 320 reais into my account, even though it still left an amount of 100 reais in the account, if I'm not mistaken, which was also cancelled. The amount of 320 is fine for me. size and I no longer want to process the complaint, I just recommend that galactic wins casino draw up a new terms of conditions.
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3 months ago
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I thank the Guru staff for the space and help.
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2 months ago
Dear Juninho8846,
I will now mark the complaint as 'resolved' in our system with the disputed amount adjusted to the actual deposited amount.
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,
Tomas
Casino.Guru
