Galactic Wins Casino - Player's winnings were confiscated.

After receiving a deposit-derived bonus and spending a whole day betting, I made a withdrawal request. Galacticwins casino simply cancelled my deposit, wiped my balance to zero and invalidated all of my bet points. The combined values reach 3,100.00 Brazilian reais, which is more than 600.00 euros. I find Galacticwins to be unreliable. In such a competitive industry, it's unacceptable to treat customers in this irresponsible manner. I reached out to the support team and sent emails, but their excuses were absurd. I've attached screenshots of the respective balances.

Dear Rottreich,

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 activated? If possible, please post a link or promo code you used to redeem the offer here in this thread.
• Did you receive any explanation from the casino regarding this issue, or 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

Hello Kristina, thank you very much for your attention to my case. Clarifying your questions:

1. The bonus I won was derived from a reward system called Login Rewards, offered only to depositors. That is, throughout the month, as soon as we log in, on some days

(Not all) are entitled to free spins or bonus cash balance. In this specific case it was a bonus of 10.00 (Brazilian reais). It is not a simple bonus offered to everyone, only to depositors. I used this bonus and played for many hours in a row, totaling thousands of reais in bets and at one point I requested a withdrawal of 900.00 Brazilian reais.

2. The Casino's response was that the bonus wagering limit was 10 percent of the bonus and the total bonus amount (rollover) should be wagered 60 x, i.e. 600.00 Brazilian reais. They claimed that I exceeded the minimum limit several times. Now let's look at what led to the problem:

a) The Casino does not make the bonus rollover progress available in any section. How would it be possible to place six hundred bets without getting lost and without having any idea of the progress, since this is not available in the player's account?

b) The Casino does not warn or prevent when a bet above the permitted amount is made at the time it is made.

C) At the time of withdrawal there is no warning about the maximum amount allowed to be withdrawn.

I have been a player for over 15 years and have registered in hundreds of Casinos, and in absolutely all of them the rollover progress is

Always demonstrated clearly and in real time. Bets above the minimum amount are immediately prevented, allowing the player to correct the amount bet without any loss to their balance. In some of these Casinos I have already completed very high rollovers and I have never had any withdrawal impediment or the value of my balance and my winnings reset to zero like Galacticwins did. In short, the Casino clearly imposes confusing rules and procedures in order to

Misleading the player and preventing him from making profits. To make matters worse, I discovered to my surprise

that the MGA temporarily suspended the license

Of all the group's Casinos for a period in 2023 (Galacticwins, Bcasino, Boocasino and Mr. Fortune) for non-compliance with procedures required by the gaming commission authority.

Thank you for your reply, Rottreich. Do I understand correctly that the casino confiscated your winnings because you breached the maximum allowed bet?

 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.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is kristina.s@casino.guru. Thank you.

Dear Rottreich,

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.