Galactic Wins Casino - Player’s winnings were voided.

I received 2 bonuses simultaneously. A deposit that would be 50% + 50 free spins. And another 10 free spins. I fulfilled the rollover, which is already absurd. When I requested the withdrawal after one day I received an email in the spam box that said that my withdrawal had been canceled and my winnings voided. You claim that I have exceeded a 10% maximum bet amount. At the time I requested the withdrawal, my bonus balance was approximately R$47.00, until then it was ok for them to cancel my balance, but I had not used the 50 free spins that were granted to me in the bonus. With these free spins I won another 5 or 7 reais that if added would give a total of more than R$50.00 of bonus. Therefore, the bet I made of R$5.00 would be within the maximum 10% value. An agent even told me that the values are not added up, but the bonus balance does not show any description of their individuality. At first I didn't even know about this 10% maximum bet, of course the site uses it in bad faith to try to take away the winnings from players who don't read the thousands of lines of terms. If each specific bonus received that I can play up to 10%, it should be considered the sum of them, since there is no clear distinction between them in the balance area. The previous attendant didn't even know how to explain the free spins bonus calculations. This is sad because it casts doubt on whether the voiding of my winnings was correct or not. In my view it was not correct. No one explains, they just repeat the reasons and don't give me data. By chance it wasn't just my complaint that I saw here claiming the same thing, strange because in other casinos they make a point of showing you how much rollover is missing and what is your maximum bet whenever you enter any game. Ex: MrSlots casino. But it's easier to void player winnings! If that's not bad faith, I don't know what is. Why would I play for more than allowed value if I knew?

Dear Sirlenybritto2,

I reviewed the casino terms and conditions and I found this: https://www.galaxyno.com/pt/promotions/welcome-package:

„4. Apostar mais que R$ 20 por giro ou 10% do valor do bônus recebido (o menor dos dois) em um caça-níquel"

The R$ 5 would be an acceptable bet in case you initially received a bonus of R$ 50 or more with your deposit, in this case, if you would deposit R$ 100 or more.

Our position 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 tomas@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,

Tomas

The site does not provide bonus history. It gets hard! I had about 46 reais of bonus and I still hadn't used my 50 free spins. In online support they don't know anything, I sent emails and nothing. The casino that was supposed to prove I broke the rules, not the other way around. With the winnings from the free spins added to the bonus I would have more than 50 reais. The terms say nothing about multiple bonuses applied at once. It is in the bonus part of the site the bonus earnings have no description, only one value for all. I want them to send me the bonus history.

Dear Sirlenybritto2,

Let me explain that the maximum bet rule depends on the amount of bonus you receive in the beginning and not how much you'll gain after the wagering of the bonus completes.

May I ask how much you deposited in the casino and how much was the amount the casino matched?

Dear Sirlenybritto2,

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.