Galactic Wins Casino - Player’s winnings have been cancelled.

I tried to withdraw 100 brl, but it was denied, and after that the money in the account disappeared, and I only had 25 brl, disappointment.

Dear milionario95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if your winnings were accumulated with or without an active bonus? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

The account was not verified, but after the withdrawal, the total amount should have returned to the account, and only 25 brl came, and the withdrawal was 100 brl. The casino didn't give me a response in the email, and in the chat of the same, it told me to send an email and that I would have to prove it, since the site already has the requested amount, and how much I played after that. I had to fulfill a rollover, and it was fulfilled, so much so that it only allowed withdrawal after fulfilling it, I requested the withdrawal but I had forgotten to verify the account, since I use several casinos, then I had this problem!

Thank you very much, milionario95, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello milionario95, 

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Galaxyno Casino to join the conversation and participate in the resolution of this complaint.

Dear Galaxyno Casino,

Can you please clarify what has happened to the player's winnings?

Kind regards,

Adam

Hello Adam and milionario95,

Upon reviewing the account we have found the following.

The player has made one deposit in the amount of BRL25 and has claimed a deposit bonus in the form of spins.

The T&C's for that bonus can be seen here:

https://www.galaxyno.com/en/promotions/min-deposit-spins

Every player must accept the T&C's before they can proceed with their deposit.

Generally, in all of 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 €4 (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

The player has won an amount of BRL105 from his free spins, which was subject to wagering and thus considered bonus funds.

The player has placed bets that are more than the allowed amount, within wagering, and that is the reason his winnings were voided.

As you know, a maximum bet rule is standard practice in the industry when a player opts in for a bonus.

Seeing as the player was playing in BRL, he was limited to a maximum bet of 10% of the bonus amount, or BRL30 per spins, whichever one is smaller.

The player was playing with a bonus of 105, therefore, 10% of that is 10.5.

Bets in the amount of BRL12, BRL76.5 and BRL240 have been placed by the player within wagering. His winnings have been voided as a result of that.

I hope this is sufficient information, I will be happy to provide any further information necessary.

Regards,

Galaxyno Casino Representative.

Dear Galaxyno Casino,

Thank you for your response and for clarifying the situation. Would it be possible to send supporting evidence of this to my e-mail, adam.m@casino.guru, please?

Kind regards,

Adam

Hello Adam,

The game history has been sent to you.

Regards,

Galaxyno Casino Representative.

Dear Galaxyno Casino,

Thank you for the evidence you have provided. While we agree that it is the responsibility of the player to make themselves aware of the terms, we also believe that terms such as these should ideally be enforced by the casino software, so that situations like this are prevented. If this is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

Some players may break the rule by accident, e.g., by clicking the 'Max Bet' button on a slot machine by mistake. It is unfair to punish them for this, especially if they didn't win anything in the game rounds with over-the-top bet sizes.

As I can see from the evidence you have provided, of the large number of bets placed while using the bonus only 3 were in breach of this rule, and they were not in succession. Also, none of them had any positive effect on the player's balance.

In light of this, I would like to ask the casino to reconsider its decision regarding the player's winnings in this case.

Kind regards,

Adam

Dear Adam,

Thank you for your input.

As you know, a max betting rule within wagering is standard practice in the industry and it's safe to assume that every player playing online casinos is familiar with this rule.

I agree that each case should be judged individually and we do try to be lenient in many cases. 

However, I cannot say that in this case the player wasn’t aware of this rule and falls under a special circumstance situation. 

The player has made a single deposit of BRL25 and received a bonus for it once.

However, before that, this player has received  promotional free bonuses from us no less than 6 times. 

Each time we sent a bonus, the player also received a link to our T&C’s where we encouraged him to read all of our rules.

Should a player decide not to agree to those rules, he/she can always ask for the bonus to be removed. 

Once a player begins playing with our bonuses, we believe we are safe to assume that he familiarised himself with the rules.

Therefore, I believe that we were justified in expecting the player to play within the rules.

Regards,

Galaxyno Casino Representative.

They sent free spins at bcasino, but every time I click on the bcasino link, to claim these free spins, send it to galaxyno, mixing everything, and confusing who ends up depositing, in the most I thank the site for the attention, and I will look for another casino that clarifies the requirements in a simpler and less bureaucratic way, requiring less requirements than I know you have, thanks for your attention.

Dear milionario95,

I have once more checked the bonus in question on the casino website. As it seems that the rules have been presented clearly to you before receipt of this bonus, I am afraid we can no longer assist with this case.

You have breached the max bet rule multiple times when playing with the bonus. It may have been accidental, but the casino has displayed the rules in a clear manner and so unfortunately this complaint will now be rejected.

I am sorry I could not have been of more help on this occasion.

Kind regards,

Adam