Galactic Wins Casino - Player's winnings have been confiscated.

I deposited 10e. I got 50e in play money. I knew the amount had to be recycled. I played and recycled. If I was accidentally going to a real money game that was not allowed to be played with a bonus, I got a message that I could not play because of a real money game. I didn’t play these that became a revelation. There came an email today not to pay because I played "forbidden" games with bonus money.

Hello Sanna,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise which bonus you activated? If possible, please post here a link to the offer you redeemed.

Also, would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

There is no information or data about any of the games on their own pages. And that 780 withdrawal disappeared, meaning no data on that either. Seems very dishonest

there is no evidence of money or games.

Thank you very much Sanna for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Sanna,

I'm taking over your complaint. Do I understand correctly that you clicked on a restricted game, got a warning and that is why you didn't play that game?

Yes, that's what happened. I did not play the game if a warning appeared stating that it is a real money game and I cannot play it with bonus money. Why would I have played? It is forbidden if you want to get the money you recycle.

Alright, thank you. I will contact the casino and see if I can help. I would like to invite Galaxyno Casino to the conversation to participate in the resolution of this complaint.

Hello Sanna and Peter,

In line with our T&C's, a player is not allowed to use a bonus on non - slot games or make bets that are more then 4EUR when playing with a bonus.

In this case, the player has done both.

She played on the games Pachinko and Scratch Match and she made bets that are more then 4EUR on the game Pachinko.

The full T&C's can be read here:

https://www.galaxyno.com/en/promotions/exclusive-40-bonus

When players receive a promotion from us, they get a link to the T&C's included as well.

In regards to the warning the player got, that is unrelated. Some of our game providers simply to not accept bonus money and that warning is informing the player that the only balance played in that specific game will be real money (the players deposit or winnings).

I am happy to clarify anything else as needed.

The biggest bet I had was 1 euro. And this is because I misunderstood what was allowed to be used to bet with bonus money. I didn’t play any games other than slots. And here is the word against the word, as whenever there is no real evidence.

Hi all,

Thank you for your replies.

Dear Galaxyno Casino team,

Could you please send the player's game history (and mark the overbets) to my email address: peter.m@casino.guru?

Dear Galaxyno Casino team,

Thank you for the forwarded game history. If I understand correctly, the player made one bet of €7,32 on Pachinko and won €1,20, and one bet on Scratch Match of €2 and won nothing. Basically, the only thing that the player did wrong was that she made a bet higher than 4€. We are convinced that if casinos want to restrict some games from bonus play, it should be done at the software level. The players simply shouldn't be allowed to play them, or should at least get a warning with an explanation of what would happen if the player does continue playing. If this had been implemented here, the player wouldn't have played the restricted games and therefore wouldn't have made any overbets.

Hello Peter,

Thank you for your reply.

At the moment we do not have software implemented as per your suggestion, but we will take it into consideration. We do however, make sure to send our T&C's upon any bonus given.

However, taking into consideration that the player broke another rule while playing, we cannot overlook her disregard of the T&C's she agreed to upon accepting the bonus and playing with it.

Please let me know your thoughts.

Regards,

Victoria - Galaxyno Representative

Hello Victoria,

I've discussed the issue with our management and the conclusion is as follows: Even though we understand your point and the fact that the maximum bet rule was breached, we are convinced that such cases like this one should be judged individually. If you take look at the player's game history, you will notice that she made one bet of €7,32 on Pachinko and won €1,20 (so basically still lost money), and one bet on Scratch Match of €2 and won nothing. The maximum bet rule is used by casinos to protect themselves from bonus abusers, but the player's behavior is obviously far from bonus abuse. (You can read more about our position on the maximum bet rule here: https://casino.guru/fair-gambling-codex-for-casinos#max-bets). Moreover, at the time of this "win" Sanna already had about €820 in her account so the impact of the €1,20 was practically close to nothing. Taking into consideration the above and the fact that the player shouldn't even be allowed to play restricted games in the first place, we are strongly convinced that Sanna should get paid in full.

Hello Peter,

In consideration of everything, we've reached out to the player and managed to resolve it with her.

Thank you for all of your input in this case.

Regards,

Victoria - Galaxyno Representative

Hi Victoria,

Thank you for reconsidering your decision and resolving the issue.

Dear Sanna,

can we consider the complaint to be resolved?

Dear Sanna,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Yes, the complaint has been resolved. Thank you!

Thank you Sanna for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter