The player from Brazil was accused of playing a restricted game. Later we were provided with evidence suggesting that they breached the maximum bet rule and therefore we rejected the complaint.
Galactic Wins Casino - Player's winnings were confiscated.
Amount: 5,000 R$
Galactic Wins Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
Galactic Wins Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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2 years ago
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Hi so I made my registration on this platform.
Then a few days later I received an offer to deposit 25 reais and I would earn 75 to play
I made the deposit and went to play
In the deposit there was no description of where to play or not
I just had that I would need to complete the bet limit..
So I started playing at the casino
I won a value of 600 reais
I went to try to withdraw and saw that there was this bet restriction
I contacted support and he told me that I would have to bet ..
So I went back and started the bet
And get 5000k earnings
Bet limit has been completed
I contacted to withdraw and
They ask for my documents
account statement
RG
Passport
Proof of address
pix
And today I received an email saying that my won amount was canceled
because i played invalid game
How and what I played
Invalid
And it was stated there that I had complied with the withdrawal rules
I want a solution
because if I wasn't supposed to play
The platform should cancel the game at the same time
But I didn't make 5000k earnings
Now you come to say that it was Invalid?
I'm going after my rights I'm going to denounce the platform
I'm going to the police station
Because I'm in my right
And I want my money
that I am entitled to receive
What is this chat service for? If not to inform all procedures, I need the game.
I will fight for my rights
I'm waiting for you
I want my money
I'm here because I have a right
in receiving
I contacted support several times
To help me, they even made the withdrawal request for me.
Why didn't they inform me about it?
Why didn't the platform itself cancel the game at the same time??
As the description says when you enter the casino you only enter with real money
And you can't with bonus
I played it right I did it right
Now you will fulfill your part
I want my money
Otherwise
I'm going to court with this platform
There you will see who has the right
To receive.
I play for a while
Blaze game, bet sport, starbet
I never had any problems with them.
Now this misleading platform
liar
I want my money
The rule description should be displayed along with the deposit description
Where should or should not play
Why wasn't it cancelled? My bets since I was playing wrong..
Wait I bought the rules
the bet limit
I waited Win
Make a withdrawal request
To say it was invalid
That does not exist
And I will fight for my pay..
Until the end
You can consult my bet history I bet with my deposit 25 reais
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2 years ago
Dear andressagrafin0000,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino confiscated your winnings because you played a restricted game? Did the casino specify which game it was?
Could you please post here a link to the bonus you activated? I would like to check the bonus T&Cs.
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,
Kristina
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2 years ago
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So in the email received there was no betting restriction on any game 
Here is the print of the email I received
So I come, I made the deposit
I entered the game to place bets
I went to the live casino and started placing bets
with my deposit
Because I would only play with real
With bonus would not enter ..
I won a value of 600 reais
When I tried to withdraw it, it just wouldn't show up
I had to meet a bet target
Hey I contacted attendant
He informed me that I would have to bet 4 and a thousand and something to complete
But he did not inform that it could not be in a casino
So I went back to the game
Since I couldn't
Why did you fill the bets?
Why wasn't it cancelled?
Why did you expect me to win?
I contacted the chat again to ask for help with the withdrawal
They really helped me do it
And you didn't tell me anything
My win was not valid
He just told me to wait for it to fall
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2 years ago
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I believe that the description of where the game would be valid should be right there below the promotion.
And I had contact with him several times
Because they didn't inform me
I play on multiple platforms
I always get bonus
And they always come clear where you can or can't
If I get it wrong
There they refuse the bet
I'm really fighting for something that's mine
And I'm in my right
Please help me
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2 years ago
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Waited for me to play win
Ask them to help us loot
I sent all my documents
And then they came to say that it was not valid??
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2 years ago
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I'm waiting for feedback
They didn't even answer my email.
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2 years ago
Thank you very much for your reply, andressagrafin0000. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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kristina.s@casino.guru
then the email I received from him when I requested the withdrawal hurts.Then I sent all the documents through this link
All my contact with them was through live chat.
I contacted them to find out what if I would really need all these documents
He said yes.
Send the pix key.
Passport
Proof of address
ID's photo
account ready
My entire documentation.
And the attendant said now just wait for the payment He asked how much I wanted to withdraw and They even request the withdrawal for me through the pix.
I waited until the other day
And they sent me this email
I sent them several emails and got in touch with the chat and they told me that they couldn't solve anythingQ was for sending an email
That it is only the financial support that would solve
To this day, I have never received a response from them.This is a lack of respect for the player
I just want my money
here is my withdrawal requestthat they rejected
Why didn't you answer my emails??
since they are right
There should have been an answer...
I'm feeling robbed
I want my payment
Please
Just it
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2 years ago
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Here are the bookmakers I play too 
as you can see the promotions I receive loto below has the description of the promotion
The rules that must be complied with.
Any player will already be aware of what they should or shouldn't do.
As I sent before the promotion that galaxyno sent me did not have any rule description
So anyone would think it was just the deposit
And place the bets
I understand promotions perfectly
Gambling at other bookmakers
In time
But I'm always looking for others
For better satisfaction
And in this one I ended up getting a worse one
Who is wanting to prevent me from receiving what is rightfully mine.
BUT I WILL NOT GIVE UP MY MONEY
because when depositing
Quick enter the value ..
When we lose they are winning
But if we win they don't want to pay
We have right..
And I want my payment
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2 years ago
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🇧🇷there is the contact with them. That's all they answer me.
BUT I don't get any emails.
No solution for my payment...
THE
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2 years ago
Thank you very much andressagrafin0000 for your cooperation. 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.
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2 years ago
Hi andressagrafin0000,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Galaxyno Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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.
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2 years ago
Hi andressagrafin0000,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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2 years ago
We’ve reopened this complaint at the request of Galaxyno Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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2 years ago
Hello Peter and andressagrafin0000,
We have looked into the players' history with us and the relevant withdrawal, the winnings of which were declined.
Here is what we found.
This player has played with a deposit of BRL25 and a deposit bonus in the amount of BRL75.
In our T&C's it is stated that the maximum bet allowed within wagering is either 10% of the bonus amount received or BRL30.
In this case, the player has made bets of BRL325, BRL525, BRL425 BRL100 and more bets that are larger than BRL30, all within wagering.
When the player has requested a withdrawal, it triggered our gaming check, which we do in all withdrawals and we have found these bets.
Once we saw that the player has violated our maximum bet rule we voided his winnings, as per our T&C's.
I will be happy to provide any further information necessary.
Regards,
Galaxyno Casino Representative.
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1 year ago
Thank you Galaxyno Casino Team for your reply. Please send the player's game history to my email address (peter.m@casino.guru).
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1 year ago
Hello Peter,
I've sent the game history to the indicated email address.
Regards,
Galaxyno Casino Representative.
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1 year ago
Translation
When I tried to withdraw they said that I had played the games we didn't allow. , now the subject has changed now I bet aa more ??? What was the next invention you are going to use..
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1 year ago
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Galaxyno Casino.
I'm just wanting what's mine
I speak again when I tried to withdraw
That I played and won 600 and something
You informed me that I had to complete 4000 or so moves.
I kept playing
I won more and went to a thousand reais.
And then I just increased
When did I complete
I went again talk to attendant
They say that I made my withdrawal
Via pix
Then you denied
I'm here with your email
Saying that I played a game not allowed
Now you say it was
Because I played I played dr 30 reais
I will show your email
There they are informing me that it was canceled because it was an invalid game
What is the level of this platform
With lies??
I just want what's mine
Pay me and everything will be alright
Be honest with the players
And comply with the rules of and pay.
I will not give up my money
No way
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1 year ago
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I wait for you to pay me as soon as possible
Because when it comes to making a deposit, you receive it if there is no problem
Without any description...
But to pay the player
for what he won
You come to invent a lot of things ????
5 thousand reais I won
I just want what's mine please
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1 year ago
Thank you Galaxyno Casino Team for the game history.
Dear andressagrafin0000,
The game history provided by the casino suggests that you made quite a lot of overbets and therefore breached the maximum bet rule. If playing restricted games was the only issue here, we would try to convince the casino to pay you your winnings because we believe that this should be enforced by the casino system. However, breaching the maximum bet rule gives players an unfair advantage over the casino and the enforcement of this rule isn't an industry standard yet, I'm afraid I can't help you with this one. Unfortunately, your complaint will be rejected. I wish I could be of more help.
Best regards,
Peter
