The player from Canada requested a withdrawal three weeks ago after winning 40,801.33, but Galactic Wins Casino denied it due to claims that the wagering bets exceeded the allowable limit. After filing a complaint and receiving no response from live chat, the player reached out to the Malta Gaming Authority and gathered screenshots to support his claims.
Galactic Wins Casino - Player's winnings were forfeited.
Amount: Can$4
Galactic Wins Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for player to reply
4d 5h 30m 55s
Case summary
3 days ago
Public
Public
4 days ago
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
Public
Public
3 days ago
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
Geebs890 has 4d 5h 30m 55s to reply
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
