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

Galacticwins.com

Online gambling, with its allure of thrilling games and the promise of quick riches, can be an enticing endeavor. As an enthusiastic online casino gamer in India, I recently ventured into the world of Galacticwins.com, an online casino that seemed to offer exciting bonuses and a wide selection of games. What started as a promising opportunity, however, quickly unraveled into a frustrating and cautionary experience marked by unfulfilled promises and questionable practices.

**Part 1: The Attractive Bonus and Registration**

My journey with Galacticwins.com began when I chanced upon their website. A popup ad caught my eye, offering a tempting Rs. 250 INR bonus upon registration. The prospect of free credits to kickstart my gaming adventure was too tempting to resist. The registration process was straightforward, and I eagerly embarked on my online casino gaming exploration.

**Part 2: Winning and the Path to Withdrawal**

With my newly registered account, I dived into a plethora of casino games, including slots, roulette, and card games. The virtual casino experience was exhilarating, and to my amazement, I managed to accumulate winnings amounting to a substantial Rs. 25,000 INR. Eager to cash out my newfound success, I initiated the withdrawal process.

However, this is where my enthusiasm turned into bewilderment and disappointment. Galacticwins.com chat support informed me that I needed to add an additional Rs. 500 INR to my account to facilitate the withdrawal, which I promptly complied with.

**Part 3: The Shocking Rejection of My Withdrawal Request**

Two days after making the required deposit, I received an email from Galacticwins.com that left me utterly astounded and disheartened. The email read:

"Dear Asmita,

As part of our regular withdrawal review process, we have observed that you placed bets on non-allowed games, as defined by the Terms and Conditions of the bonus credited to your account. Consequently, we have canceled your withdrawal request and removed your winnings."

**Part 4: The Fine Print and Lack of Information**

My disappointment was further compounded by the lack of clarity within Galacticwins.com's terms and conditions. I had not been informed of any restrictions on the games I could play with the bonus, and the terms themselves were frustratingly vague.

**Part 5: My Attempts at Communication with Galacticwins.com Support**

Determined to resolve the issue, I reached out to Galacticwins.com's chat support. I believed that a reputable and fair casino operator would be willing to address my concerns. I sent them an email explaining the situation, requesting a detailed explanation of the non-allowed games, and a reconsideration of my withdrawal request.

However, the response I received was far from satisfactory. Essentially, I was advised to continue playing on their site, with no prospect of retrieving my winnings.

**Part 6: Lessons Learned and Moving Forward**

My experience with Galacticwins.com has left me disillusioned and concerned about the practices of some online casinos. While I cannot change the past, I can share my story to raise awareness and encourage a more player-centric approach in the industry.

In conclusion, my experience with Galacticwins.com serves as a cautionary tale for online casino enthusiasts. It underscores the importance of transparency, clear communication, and fairness in the world of online gambling. Players should be diligent in understanding terms and conditions, conduct thorough research on casino operators, and share their experiences through reviews to help others make informed decisions. As the online gambling industry continues to grow, the well-being and satisfaction of players should be paramount in the gaming experience.

Dear asmitag82,

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 specify which bonus you redeemed and which games have you played to clear the wagering requirements?
• Have you been warned when launching a game that you are about to play a restricted game?

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

Dear Tomas,

First of all i appreciate your prompt response regarding my complaint about Galactic Wins Casino.

I would like to address the questions you've posed to provide you with a comprehensive understanding of my experience:

Bonus Redemption and Games Played:

I redeemed the Rs. 250 INR signup bonus offered by Galactic Wins Casino upon creating a new account. The bonus was credited to my account shortly after registration and email verification.

To clear the wagering requirements associated with the bonus, I played a variety of casino games, which included:

Crown and Diamonds

Hot Slot

After fulfilling the bonus wagering requirements, my real balance started accumulating winnings, and I continued playing various games. It was at this point that I decided to play the game "Crazy Time" with my real balance.

Warnings for Restricted Games:

Regrettably, I was not given any warnings or notifications when launching or playing the games that Galactic Wins Casino later identified as restricted. This lack of prior notification left me unaware of the restrictions related to the bonus.

I hope this information, including the specific games I played and the sequence of events, provides clarity on my experience. My intent is to ensure that other players are aware of the circumstances I encountered when dealing with Galactic Wins Casino, and I appreciate your assistance in addressing this issue.

Thank you for your support and your efforts to help resolve this matter. I look forward to your guidance and any further steps that can be taken to address this situation.

BONUS OFFERING POP UP SCREENSHOT ADDED FOR REFREANCE

Best Regards,

Asmita G

Thank you very much, asmitag82, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello asmitag82,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Galactic Wins Casino,

Can you please confirm if you have confiscated the player's winnings due to the player betting on restricted games?

Thank you in advance for your cooperation.

Kind regards,

Tomas

Casino.Guru

Subject: Response to Galactic Wins Casino Query - Confiscation of Winnings

Dear Tomas,

Thank you for taking charge of my complaint and working towards a resolution. I appreciate your efforts in handling this matter.

Regarding your inquiry to Galactic Wins Casino, I would like to emphasize that I was not notified beforehand about the specific games that were classified as restricted or "Non-Allowed" games on their platform.

During my interaction with Galactic Wins Casino, at no point was I explicitly informed or made aware of the restrictions pertaining to certain games. Therefore, the identification of these games as restricted came as a surprise to me post gameplay.

I wish to highlight that prior notification regarding the list of restricted games would have enabled me to make informed decisions while wagering with the bonus. Unfortunately, this crucial information was not provided, resulting in unintentional gameplay on restricted games.

I kindly request Casino Guru's assistance in emphasizing the importance of clear and upfront communication from casinos regarding game restrictions to prevent similar instances for players in the future.

Thank you for your understanding and assistance in addressing this matter. Your support in advocating for fair and transparent gaming practices is greatly appreciated.

Best regards,

Asmita G

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 asmitag82,

Currently, I am trying to get in touch with the casino representatives internally to assist in resolving your issue. As a result, I am extending the timer once more to allow more time to reach a satisfactory solution. I will keep you informed of any progress made. Thank you for being patient.

Hello All,

Thank you for reaching out to us.

At Galactic Wins, we like all our players to have a clear and transparent experience with us.

For this reason, our Terms and Conditions are available to players in numerous ways.

This player has been informed regarding the Terms and Conditions of this promotion in the

following ways:

1. Activation Email:

Upon review of the player’s account, we can see that a registration bonus was claimed on 5

November 2023.

We can see that 2 Activation Emails were sent to the player before the Registration Bonus

was claimed.

This "Activation Email" is sent to players, requesting them to verify their email addresses and

providing the link for them to do so.

This email also has a link to the Registration Bonus Terms and Conditions directly below the

link for verification of the email address.

2. Confirmation Email

When a promotion is claimed, an email is sent to teh player with the Terms and Conditions of

the Promotion.

3. On Every Promotion

Our Terms and Conditions are visible on every Promotion.

They are written clearly enough for all players to read before claiming the promotion.

Bonus Terms and Conditions:

The Bonus Terms and Conditions state the following:

The following wagering activities are not allowed until the wagering requirements of this

bonus has been completed:

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

games).

If, on review of your wagering activities, it is found that you have performed one of the

above, your winnings will be removed.

The General Terms and Conditions apply.

The Non Allowed Game List can be seen below:

https://www.galacticwins.com/en/tnc/non-allowed-games

The following games are not allowed while you have wagering on your account:

Game / Game Category

All Jackpot slots

All table games

All roulette games

All poker games

All blackjack games

All Baccarat games

All live casino games

Game History:

Upon review of the player's Game History, we can see that bets were placed on Live Casino

while her wager requirement was still active.

For this reason, her withdrawal request was declined on 2023-11-07.

We can confirm that all actions taken were in line with our Terms and conditions.

If anything further is needed, please do not hesitate to contact us.

Best regards,

Galactic Wins Representative

Dear Galactic Wins Casino,

Could you please provide us with the player's game log while playing with an active bonus? We would like to see how serious is the breach of the bonus terms and conditions.

However, we believe that if a casino wants to restrict players from playing certain games, it should be enforced on a software level.

Please send the requested data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Casino.Guru

Dear Tomas,

I have sent the requested Game History to you.

If anything further is needed, please do not hesitate to ask.

Best regards,

Galactic Wins Representative.

First of All thanks to casino.guru for taking this matter on priority.

Subject: Re: Follow-Up Regarding Withdrawal Dispute - Request for Fair Resolution

Dear Galactic Wins Representative,

Thank you for your prompt response and the detailed explanation provided regarding my withdrawal request and gameplay history.

I acknowledge the information shared regarding the communication of Terms and Conditions at Galactic Wins Casino, including the Activation and Confirmation emails, as well as the visibility of Terms and Conditions on every promotion page. I value transparency and understand the significance of adhering to the guidelines outlined in the Terms and Conditions.

However, I would like to reiterate that while I did receive various emails and confirmations, at no point was I explicitly notified or made aware of the specific list of restricted games. The clarity and awareness of restricted games would have allowed me to make informed decisions while wagering with the bonus.

My intent in reaching out is not to contest the Terms and Conditions but to emphasize the importance of clear and explicit communication regarding the restricted games. I believe that upfront disclosure of such details would prevent inadvertent gameplay on restricted games.

In light of this, I kindly request a reconsideration of the decision to decline my withdrawal request. While I understand the actions taken were in accordance with the casino's Terms and Conditions, I humbly seek a fair resolution wherein winnings related to non-allowed games are deducted, and the remaining winnings from permissible games are reinstated.

I truly value Galactic Wins Casino's commitment to transparency and fairness, and I hope for an amicable resolution that aligns with these principles.

Thank you for your attention to this matter, and I appreciate your further consideration.

Best regards,

Asmita G

Dear Galactic Wins Casino,

After reviewing all the provided information, we believe that it is best practice to restrict games that cannot be played with a bonus at the software level. This helps to prevent players from unintentionally breaking rules and avoid such issues from occurring in the first place. However, it seems that the player is willing to find a compromise, which we consider to be a somewhat fair solution. Normally, we expect casinos to fully pay the players in these situations, otherwise, complaints will remain unresolved. It's important to note that the penalty imposed is minor because we understand that restricting certain games for bonus play is now an industry standard. Nonetheless, for the optimal user experience, we expect casinos to enforce these rules.

Please share your thoughts, as our stance is final. Thank you for your understanding.

Hello all,

As the matter requires our Management's input we would like to request extension of the time frame to reply to this considering the upcoming official holidays.

Thank you in advance.

Best regards,

GalacticWins representative

Sure. I'm now extending the timer by 14 days. Please keep us updated on any developments.

Thank you.

Thank you for your response and suggestion.

The player was informed by the bonus terms and conditions as per requirements. According to the terms and conditions there are certain activities which are non allowed while there are remaining wagering requirements in the account, such as restrictions related to the bet size and type of games allowed to play.

In relation to your suggestion, note that we are currently working on improving our system that would allow us to implement restrictions as per your suggestion. In the meantime, we will be adding an additional warning message to players to inform them that they must meet the wagering requirements before playing live games.

Following your response, as good will gesture we are willing to pay the maximum cash out amount of 5000 INR as per the bonus terms and conditions, even though the player was in breach of our terms and conditions.

Best regards,

Galactic Wins Representative

Dear Galactic Wins Casino, thank you for your reconsideration.

asmitag82, I hope this is good news! Can we now consider the case resolved?

Dear All,

Thank you for your confirmation.

I have escalated the account to the necessary departments for execution.

If anything further is needed, please do not hesitate to contact us.

Best regards,

Galactic Wins Representative

Dear Tomas (Casino Guru) & Galactic Wins Representative,

Thank you for your prompt response and for considering a resolution to the withdrawal dispute concerning my account.

I appreciate your efforts in addressing the situation and your willingness to extend a goodwill gesture by offering to pay the maximum cash-out amount of 5000 INR, in line with the bonus terms and conditions, despite the breach.

While I understand and acknowledge the casino's adherence to the terms and conditions, I am grateful for the willingness to find a middle ground in this matter. I accept the proposed goodwill gesture of the maximum cash-out amount of 5000 INR.

Your proactive steps in improving communication with players regarding wagering requirements for live games are also commendable. Clearer warnings will certainly benefit players in understanding their responsibilities better.

Furthermore, I'd like to express my special thanks to Casino Guru for their assistance and involvement in helping to facilitate communication and resolve this issue. Their commitment to advocating for fair and transparent gaming practices is highly appreciated.

I consider this matter resolved to my satisfaction based on the proposed solution. Once again, I appreciate your efforts and your commitment to enhancing the gaming experience for your players.

Thank you for your attention to this matter.

Best regards,

Asmita G

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, asmitag82, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Tomas

Casino.Guru