Galactic Wins Casino - Player's winnings were confiscated.

Username jadhav90.

I deposited 2045rs in this casino.

Somehow I won. Now I placed a withdrawal and this casino rejected it and forfeited my winnings.

Somehow they credited 300rs bonus on my account. Now when I told them to remove the bonus they said we cannot do so. So I tried to wager The unwanted bonus . Because of 300rs bonus my 8640rs got stucked.

Now after wagering I placed aa withdrawal.

Now they forfeited all my winnings without giving proper explanation.

Please help me .

Dear harsheet9803,

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 better understand the situation.

Could you please advise if the casino gave you any reason whatsoever for the confiscation of your winnings? Which bonus was credited to your account and what are its terms&conditions? Would you be able to share a screenshot or a link to this bonus?

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

The casino gave me no reason .

They said I placed bets on non allowed games so they confiscated my winnings.

My question is if I placed bets on non allowed games how could I win 4 times of my deposit .

Dear harsheet9803,

We believe playing restricted games shouldn't be a reason to confiscate players' winnings. If the casino doesn't want players to play certain games while the bonus is in play they should implement a block of these games, or lower the wagering contribution of these games to 0%.

Could you please forward the message from the casino regarding the confiscation to my email at tomas@casino.guru?

Already sent

Thank you very much, harsheet9803, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear harsheet9803,

I am so sorry to hear about your issue. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Galaxyno Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Galaxyno Casino,

Could you please state why the player's winnings were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Dear harsheet9803,

I have contacted the casino again and extended the timer by additional three days.

Your patience is much appreciated.

Kind regards,

Stefan

Dear harsheet9803,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kindest regards,

Stefan

We’ve reopened this complaint at the request of Galactic Wins Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello all.

First of all, I’d like to apologise for the late reply. We try to reply to all complaints in a timely manner, but unfortunately, the notification for this complaint didn’t reach our department in time.

On looking over the player's account, they played games from the non-allowed list which can be found here: 

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

This list is accessible to all players from the bonus pages of Galactic Wins.

The player had also bet over both the 200 INR and the 10% amount allowed before wagering was cleared.  This is also in the terms and conditions:

"The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

….

4. Betting more than 200 INR per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"

By claiming the bonus, you have accepted the terms and conditions of this bonus, which includes the maximum withdrawal clause.

As such, the winnings were removed and cannot be reinstated.

Dear Galactic Wins Casino,

Thank you for your response and the information provided.

Could you please provide us with the player's game log? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

I would like to interrupt here.

My only concern is I didn't claimed any bonus on my deposit. Till the time I placed a withdraw I didn't see any bonus or any notification about any bonuses.

So how come suddenly after my withdrawal you guys come up saying I had bonus. Because as far as I know bonus cannot he used in live casino games. So could I wager it in live casino?

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.

The casino has nothing to say now.

Even they know that they are doing scam.

I request galactic wins not to do this scam.

If someone is winning at your casino that means someone is also losing .

So you are not paying from your pocket.

Please return my winnings back to my account so that I can deposit again in future at your casino.

Dear harsheet9803,

I have reviewed the game log. I can see you have received a bonus of 112 INR and violated a max bet over 10% of the bonus amount multiple times. The casino confiscated just the bonus funds from you? Or they forfeited even the real money funds?

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan,

They have confiscated my real money funds (around 6000 INR).

This is absolute wrong. There is not my fault at any place. I didn't won any money from bonus funds. Even while withdrawing it showed nowhere that I used bonus funds so my real money will be forfeited.

I am still in confusion from where did this 112 rs bonus arrived.

Because I have not claimed any bonuses from anywhere.

Hello all.

Apologies for the delay in our response but I've now sent to you, Stefan, the player's game history.

Dear Galactic Wins Casino,

I have reviewed the provided game log and it is definitely not the player's complete game log.

Please provide us with the player's complete game log with bonus and real money balance.

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan.

The file sent does show the deposit, then gameplay, then the bonus added, the wagering period highlighted, with correct bets in yellow highlighting and then the irregular bets in red highlighting.

The balance before and after bets are also shown.

All this is representative of the withdrawal cancellation. Any other parts of the player's gameplay is irrelevant to this but if I can get this for you, I can ask.

Dear GalacticWins Casino,

We will definitely need the complete game log to investigate further. So we can see what amount has the player gained from playing the bonus.

Thank you for providing the evidence in advance.

Kind regards,

Stefan

Hello again Stefan and all.

I've manually checked the gameplay and all that was given was all there was from the player receiving the bonus and after. Everything is shown as it's shown in the game history sent to you.

In fact, after the withdrawal was cancelled, only one play was made on live casino for 100 INR on 5th April 2023 and there's been no more play on our casino since then.

Dear Galactic Wins Casino,

I will review the game log again and come back to you once I do that.

Kind regards,

Stefan

Dear galactic wins,

I don't know how did you guys added some bucks as bonus into my account.

Now one thing is to be noted.

As far as I know, bonus money cannot be used to play live games until and unless the player has real money.

Now even after real money is finished , bonus money cannot be used in live casino games.

My real money was never finished and so I didn't used bonus money.

So here comes the point, if I didn't used your bonus money how can you say that all the winnings in my account was from bonus money?

Secondly, while making a withdrawal nowhere it showed that I had used bonus money so I cannot make a withdrawal.

Please stop giving false excuses now and don't waste everyone's time over here.

Dear harsheet9803,

Due to the absence of my colleague, I'm now taking over your complaint. I'm sorry about the delay caused.

Let me contact the casino once again in order to investigate the matter.

Dear Galactic Wins Casino,

I kindly ask you to forward all relevant evidence regarding the case to my email address: tomas.k@casino.guru

Thank you very much.

Kind regards,

Tomas

Hello Tomas.

All the information has already been sent to your colleague Stefan who was to review this, 3 weeks ago.

I would hope you can access this.

Dear Galactic Wins Casino,

After examining the game logs provided, it is clear that they are not comprehensive. It appears that two bonuses were claimed, and a disputed amount was settled prior to the confiscation of additional winnings obtained after the second bonus was awarded. The situation appears to be quite confusing and thus lacks my understanding.

We insist on having the complete player's game log from March to April. Otherwise, we cannot investigate this matter properly.

Please send the full game history and transaction history of the player to my email address: tomas.k@casino.guru

Please bear in mind that we have opened this complaint upon your request, so we expect you to cooperate.

Thank you very much.

Kind regards,

Tomas

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 Tomas,

I apologies for the delay in reply.

I have sent the players history to you once again. However, it is the same as the one sent before, as we have sent the complete history then as well.

The player has not played with us in April prior to requesting this withdrawal, his first bet with us was on March 18th and the last one was on March 28th.

Following that, he submitted his requested, which we declined following our review of the game history.

In addition to that, no two bonuses were claimed, only one, the one which is shown in the history.

Please review the game history sent to you, we are awaiting your response.

Dear Galactic Wins Casino,

Can you please provide us with more details regarding the "112 INR" bonus?

What kind of bonus was it? Was it a deposit bonus? Is the promotion still available on your website?

Thank you.

Kind regards,

Tomas

In the meantime, harsheet9803, can you please open the bonus history in your account and take a screenshot of the bonuses claimed? I need to see it from April 2023.

Thank you.

Kind regards,

Tomas

Hello Tomas,

I have reviewed the Game History I have sent you once again, and it is until the date of 28/03/23, not 06/04/23.

In fact, this players last round with us was on 05/04/23, therefore, he didn't play on 06/04/23.

Can you please tell me where you see this bonus?

Regarding the bonus the player claimed, he played a free spins and claimed it's winnings on 23/03/23. Due to the fact that free spins are wagered bonuses, the player was beholden to our Bonus T&C's.

Please let me know if anymore clarifications are necessary.

Regardsm

Galactic Wins Representative.

Dear Galactic Wins Casino,

Can you please provide me with your email address? I will forward you the game history you sent to my colleague Stefan regarding this case. Perhaps there was a misunderstanding, and you attached the wrong file.

Thank you.

Kind regards,

Tomas

Hello Tomas,

Please send it to complaints@galacticwins.com and I'll take a look.

Of course, a mistake can happen and I do apologies if it did.

However, I checked again and the file that I sent the latest is correct and came from the players account.

Regards,

Galactic Wins Representative

Dear Galactic Wins Casino,

I've sent you the game log. Please check and let me know your thoughts. Thank you.

Kind regards,

Tomas

Hello harsheet9803,

Can you please open the bonus history in your account and take a screenshot of the bonuses claimed? I need to see it from April 2023.

Thank you.

Kind regards,

Tomas

Hello Tomas,

I saw the email that you sent and seems the wrong file was attached before.

I do apologize for that, but I assure you, the new file I sent you is the correct one.

Regards,

Galactic Wins Representative.

Hello,

As per galactic wins I had claimed bonuses by playing free spins. I want to ask from where did those free spins cane into my account?

I was playing normally thinking I am using NY real balance. How am I supposed to think this that casino has added free spins which I have to wager otherwise my real balance will be forfeited.

One more thing here, the casino was fighting the case since so many weeks based on false/wrong proofs?

How is it possible they have not checked this in between so many weeks.

Now as per galactic wins,mistakes can happen, so if the casino thinks that I had done some mistake I want them to let it go and release my original withdrawal . Return my forfeited funds. The rule should be the same for everyone.

Dear harsheet9803,

I kindly ask you again to open the bonus history in your account and take a screenshot of the bonuses claimed.

I need to see the history for March 2023.

Thank you.

Kind regards,

Tomas

Hello,

There is no option to see the bonus history.

I have attached the statements available on the website.

Moreover if I had claimed any bonuses, the bonus money won't be used in the live casino games.

So how was I supposed to know that I had bonus money in my account?

I didn't claimed any bonuses on my deposit so why will I claim any free bonus later?

I am a genuine player, and I play genuinely so I won .

My only request to galactic wins is take this case as an exception and return my forfeited money.

Dear harsheet9803,

If that is the case, can you please provide me with screenshots of your gambling history in March? I need to see if you have played any free spins on 23.3.2023.

Thank you.

Kind regards,

Tomas

Hello,

I have attached the screenshots. It's of around 7 pages which is not possible to upload. You can see it's 7 pages in my screenshot.

Dear harsheet9803,

Kindly take screenshots of your gaming history for March 23, and send them to my email address, and send them to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hello,

I have sent it

Dear harsheet9803,

I've already replied to you. Please follow my instruction and let me know once you have the requested screenshots.

Thank you.

Kind regards,

Tomas

Dear harsheet9803,

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.

I am send the mail.

Please check

Dear Galactic Wins Casino,

It appears there is a mismatch between the information provided by you and the player. I'll explain why.

Here's the player's proof that shows no free spins were played on 23.3.2023:

And here's your proof of free spins being played:

Can you please explain how this could happen? The player claims they never received free spins nor played them. We have reopened the complaint as per your request, so I believe you will provide us with a detailed explanation in order to investigate further.

Thank you very much.

Kind regards,

Tomas

Hello,

The same question again arises.

I didn't claimed any bonus on my deposit so where am I going to get free spins?

Request to galactic wins that there is some mistake as you guys previously also provided wrong screenshots.

Please return my forfeited money so that I can play more on your casino.

I am a genuine player and that's why I won.

Hello all,

First of all, thank you for your patience while we were investigating this.

We would like to point out a few things.

First of all, the screenshot the player provided of his game history, isn't descriptive, since it is a screenshot of a specific game, versus a transaction history of all of his games.

If he were to submit the actual game history, it would look like this:

Secondly, we have conferred with our technical team as to why the player may not see the Free Round on his end. They have informed us that Free Rounds aren't registered on the transaction history.

Therefore, we have asked them to contact the game provider for proof of a free round being played. In this case, the game provider in question is Betsoft.

Betsoft have provided the following proof that a free round was in fact claimed and played:

Lastly, in regards to the players claims that he has not claimed any bonuses, we would like to point out that the player has claimed 10 free spins on Hearts Desire on March 23rd, at 11:33 GMT.

The free spins winnings were added to the players account at 11:34 GMT of the same day.

From that, we can see that the player claimed 10 free spins, won from them and following that, did not adhere to the Free Bonus T&C's that he was beholden to upon claiming the bonus.

Regards,

GalacticWins Representative.

Dear harsheet9803,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.

The casino has provided sufficient evidence proving you have breached the Bonus T&Cs by placing multiple bets exceeding the maximum allowed bet amount while wagering the bonus winnings. It is very common for casinos to place such limits and restrictions on bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

You can read more about our position on situations like this one in our Fair Gambling Codex. https://casino.guru/fair-gambling-codex-for-casinos#max-bets

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Tomas