Galactic Wins Casino - Player’s winnings were confiscated.

So I was awarded 10 free spins accumulated around R50 then continued to play and with the winnings I made R9000 done my deposit and continued with the withdrawal sent all paperwork only to receive a message that I exceeded the bonus terms and conditions and all winning was voided never in all my years of gambling have I ever had my winnings voided this casino is a scam they allow you to win and once you have made a deposit and try withdraw they hit you with there ridiculous and unfair bonus t&c so you end up losing your winnings and they gain off your deposit so the house takes from you under unfair practices it was easy for them to take my money but very hard for them to pay my winnings

Dear gvventer,

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. Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer.

Did the casino specify which rule you breached? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

According to there rules I exceeded the 10% or R60 minimum but I don't understand there bonus I was given 10 free spins at minimum bet and the cash value I won from that is said to be bonus funds and I bet more than the limit I know that they not gonna give me my money no matter what I do I want this casino to be known for scamming people they offer a lucrative bonus Wen u win u have to deposit to with draw so you deposit and then receive a message saying u have exceeded there bonus conditions and your winnings have been voided so instead of paying you they take your money and smile all the way to the bank

After the winning were voided I went and read the t&c unfortunately I did exceed there bonus limits but still extremely unfair on there behalf as I said they are scammers

Thank you for your reply, gvventer. I checked the bonus T&Cs and I found this:

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two)

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Unfortunately, if you breached the maximum allowed bet, there is not much we can do. I can only recommend that you always check the bonus T&Cs before you activate a bonus to avoid a similar situation in the future.

If there is anything else I could help you with, do not hesitate to let me know, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Dear gvventer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.