Galactic Wins Casino - Player's winnings were void.

I have payed 5 free spins and i got like 140 rs inr and and played in one slot and and i got scatters and it paid like 14000 inr and the ask me to wager it for 140000 inr and i wager it and i got 40000 real money from the casino and i went for the withdrawal and the asked for the proof and everything and i submitted it now they said i kind of not played buy the rules and the void the all the money and I'm in deep dipration now they really scammed me and the casino them self void the amount . And they are scamming . I really. Need ur help guys.

Dear kalid1002,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Galaxyno Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain which rules you broke according to the casino?
• Did you make any deposits in the casino previously?
• Did you complete the casino account verification?

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

Hello Mr:tomas i Haven't broken any rule in the casino. Yes I have deposited in the casino . And every Thursday the give 5 free spin in slots and i played that and i got around 140 rs and i spin that amount on on one slot and won in that around 14000 rs and they asked me to wager it around 136000 rs and i wager it and i have finally around like 40000 rs as real money and i went for the deposit and the said wait for 3 days asked for all of my proofs and i have sended it and they reply after a day that my wagers where in proper and the voided all the amount and they scammed me now they won't reply to my msg to hope u guys would find a solution for me please . And i have verified my account to

Please understand that in order to proceed with the case we need to know what the casino accuses you of. What specific reason did the casino give when they accused you of breaking rules? If you have a chat transcript or an email from casino support with more details, please post it here, or alternatively send it to my email at tomas@casino.guru

I have send in ur mail

Thanks for your email.

The casino claims in its email to you that the max bet rule was breached during the time you wagered a bonus. Were there any other bonuses in play except the 5 free spins you mentioned previously? Would you be able to send me your bonus history?

most of the history where not there on the duration of time in there i have balace more than 40000 now in there they shows small amount . Still doughtable

I am sorry,

but I would need information about when you received bonuses and which bonuses you received. Kindly check the bonus history on the casino website and share it in the complaint. If the bonus history is not available to you, please request it from the casino support. Thanks in advance.

My bonuses history is totally gone and they are not ready to reply to my msg. If i ask about the the history of the past bonuses they doesn't reply . Thaty what I am trying to say to u they are scamed me .

Thank you very much, kalid1002, 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 kalid1002,

I am so sorry to hear your winnings were voided. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Galactic Wins Casino representative to join this conversation and participate in resolving this complaint.

Dear Galactic Wins Casino,

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

Thank you in advance for providing the information.

Kind regards,

Stefan

Thanks for your kind help

Hello All.

I’ve checked the player's account and their withdrawal amount was cut under the legally binding rules of our casino.

The terms and conditions covering this on each bonus page are easily accessible to any player taking up a bonus promotion.

I’ve copied the relevant parts here:

"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

…..

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed."

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

Our industry standard services and terms are legally ratified by the Malta Gaming Authority and as such are legally binding and clear enough for players to follow and understand.

Due to the player using expletives in 2 of their 4 emailed responses to our email advising of the reduction in winnings on 10th April 2023, and with no questions in the responses, none regarding a request for the game history either, this is the reason we didn't respond.

The use of bad language in chats or emails goes against section 17 of our terms and conditions which all players agree to on signing up to our casino.

I hope that clears this up for you all.

Dear Galactic Wins Casino,

Thank you for your fast response and the information provided.

Do I understand the situation correctly that the player violated the maximum bet while wagering the bonus?

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

I am looking forward to your response.

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.

arrow sir

Hello all.

As requested, the player's game history has been sent to you, Stefan.

I spended lot of time on that casino for it's wager and they simply void the amount that's simple atleast they could have voided some amount and giving me a little would be nice but they simply void the whole amount that's not good for me a plaYer

Dear kalid1002,

I have reviewed the game log provided by the casino. You have violated the max bet rule multiple times and won from these bets.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kindest regards,

Stefan, Casino.Guru