Galactic Wins Casino - Player's winnings were forfeited.

August 20 2024 I deposited 10 with bonus. I played through the wagering requirements and got confirmation from casino. I then won 40801.33 in which I tried to withdrawal in the amount allowed by galactic wins casino. They denied my withdrawal and I proceeded with the complaint. Waited the complaint processing time. They emailed stated the wagering bets where greater then 10 percent of bonus money. After told me to contact threwlive chat in which there was no response. I have now contacted Malta gaming authority and they have sent an email with link to contact eCOGRA. I have screenshots to go with my claims

Dear Geebs890,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Our position towards maximum allowed bet is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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 together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Veronika

Dear Geebs890,

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.