Galactic Wins Casino - Player’s winnings were voided.

Hello.

I managed to wager deposit 5€ and get 20€ bonus in galaxyno casino.

I have waited for 5 days for my account to be verified and still no news.

I was told 2 days ago that both withdrawal and verification will be processed in next 24 hours. I have chat logs saved.

I feel its bit weird that they have instant trustly deposits but stalling verification and withdrawal.

I have played on Bcasino and Boocasino before this but never managed to beat the wager so i dont know if their processes are also this slow in verification/withdrawal.

Dear Sorbus, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

I delivered passport and my address, i was not asked deliver anything.

I sent them all 5 days ago when i made my withdrawal.

I have chatlogs from 21/5 when i was told that my withdrawal and documents will be prosessed within 24hours.

I also read in website documents verification should only take 48 hours. I have also asked if they need more documents but no answer for that.

Thank you for your response. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding. 

Dear Pessi, 

On review of your withdrawal request, we see that a number of bets were placed that were greater than 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed.

We have therefore cancelled your withdrawal request, and voided the winnings.

We do apologize for any inconvenience and disappointment, and we invite you to continue playing on our site.

Should you have any questions please reply to this email or contact our customer support via live chat on our site.

Regards,

Verifications

I now recived this message from them. I would like them to provide details about my betting history since i cannot access more than 13 pages from history and there is no bets over 10% of bonus in them.

Thank you for the update. Can you please send me a link or screenshots of the promotion you played with?

Did not find this offer anymore, it was exlusive offer. Deposit 5 and play with 25. Wager was somewhere around 1125. also the normal 4€ or 10€ of bonus recived max bet rule. I would really like to see how many spins i have made over this 2€ rule.

There was ONE single spin i made accidently for 2.5€ When i was playing book of helios and i was betting 0.8€ i tried to raise the bet and clicked spin cause i was not expecting the next betsize to be 2.5€.

I contacted livesupport right after i made that accidental spin and they told me keep playing.

I feel its bit unfair for casino to behave like this, even tho i understand there was ONE spin that broke the rules by accident.

And i also contacted their chat right after this accident.

Also the spin i made by accident 2.5€ was losing spin so there was no win. I dont feel like this is fair conduct by the casino even tho they are following rules. 🙂

Thank you very much, Sorbus, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Thanks veronika, I doubt it will since they are just following rules but i gave it a try and people can see how fair casino is this 🙂 I feel like i just wasted time wagering since i was told to keep playing on livechat when i told them about the accident.

I also would like to add that im not sure if my verification process was ever completed. No news from that matter.

Hello Sorbus,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help. Just so you know, the max bet rule while playing with a bonus is a common rule in most casinos, however, we believe that the max bet rule should be enforced by the system automatically so that players don't accidentally break this rule as it is in your case.

We would like to invite Galactic Wins Casino to join the conversation.

Dear Galactic Wins Casino,

Can you please provide more info about the breach of the max bet rule? If the breach was really done just once and the player gained no win with it, it is not really a fair approach to void the winnings for this. Can you please forward me to player's full game log to review the bets to michal.k@casino.guru

Greetings Michal

Max bet rules in casinos are familiar to me, but i do feel like that its unfair to cancel whole withdrawal from accidental single spin which was 2.5€ and my max bet was set as 2€.

I only played 4 different games during my wager and this was only spin that was over 2€.

Hello Sorbus.

Thank you for your comments about the loss of winnings.

You're correct that even though it was only a single bet over the amount, this still goes against terms and conditions we have on every bonus page, and was the reason your withdrawal was reduced.

For your honesty and clarity and also your understanding of the terms, I'd like to offer you a bonus so you can try to win again.

If you feel this would be ok for you, rather than leave with nothing from this, please contact us at the casino Complaints Management Team directly. I will email you first from there, so you can reply directly to our complaints department. That will be moments after this reply is sent.

We can then discuss what type of bonus we can offer you. I hope to hear from you soon.

So i did wager for 1125€ with 0.8€ and 1€ spins and i once accidently went over maxium allowed bet for amount of 0.5€. And now your offering me free spins as compensation after removing this 80€ withdrawal?

edited this reply since it looks like your offering me free spins as DEPOSIT bonus.

Hello Sorbus.

We refunded the deposit you had and are offering you free spins without any wagering, so this won't add you more wagering to complete

The spins offered are numerically more free spins than you had in your deposit bonus where you bet above the maximum allowed (just once) and where the winnings were lost.

Rather than follow our guidelines and offer you nothing, we see that as a new player who was honest with us and as you said, didn't expect anything, we have made an offer to you.

This is not a deposit bonus but a goodwill gift to you.

Michal

We have not been able to reach any agreements between Galactic wins representatives.

My questions about account verification has not been answered or about "compensation"

for voided winnings.

Have you received my gaming logs?

Dear Sorbus.

I'm sorry to hear that you could not find a consensus with the casino yet.

Dear Galactic Wins Casino,

We appreciate your offer as a sign of goodwill, but If the bet was over the limit just once and the player gained no win with it, it is not really a fair approach to void the winnings for this. Can you please forward me to player's full game log to review the bets to michal.k@casino.guru to see if the player gained any unfair advantage with the unintentional higher single bet?

Hello all.

Apologies for the delayed response, but the game history for the player has now been sent to you, Michal.

Thank you for the email, Galactic Wins Casino. I have replied back.

Dear Sorbus,

I'm still trying to find a suitable deal for you with the casino. Please be patient.

Hello Michal

i will be waiting, and

Thanks for helping.

Hello all.

We appreciate your patience in this matter.

We have considered all the actions made by the player and have made an offer which the player has rejected.

The irregular bet happened on the third bonus taken by the player and from this experience, it appears the player does understand the industry standard terms and conditions.

You can see from the messages, he let us know what happened in advance, but later knew that we have rules to follow, so nothing would be given.

While I see your point, it’s unreasonable to expect us to forgo rules, terms and conditions allowed by our licence-giver.

I believe, considering this situation, our offer isn’t unreasonable.

Your offer in my understanding has been 50 zero wager spins.

You have not answered any of my questions about account verification

You did not specify any betsize these free spins would be.

I have not accepted this offer there was still no confirmation about the betsize and cause it does feel like unfair considering the mistaken bet for single spin which did not gain any winnings.

I would totally understand if I would have won bigger amount in this spin that you would not want to pay out it due to breach in terms. But considering I wagered over 1000€ with 0.8-1€ spins and only once by accident raised the bet to 2.5€ and spin once without gaining any adventage.

I have asked in my counter offer to reduce my voided winnings by 25€. Which is 10x the amount I mistakenly bet.

Dear Galactic Wins Casino,

I fully understand that the terms and conditions you have are there for a reason and every player needs to comply with them, but as I've tried to explain, even though the max bet rule was indeed breached, it was done unintentionally only once and it DID NOT give the player ANY unfair advantage as the bet was a loss.

As you said this was done on the third bonus, so as you have not questioned the previous bonus play I understand that the player has apart in the one occurrence played according to your terms and conditions all the time.

Do you believe that is it fair to lose all the winnings, for one single bet of just 50 cents over the max bet limit that didn’t give you any winnings, has not significantly influenced the wagering requirements, and didn’t give you any advantage at all? We appreciate your previous offer as a sign of goodwill, but we believe that a fair approach of a fair casino that values its players would be to award the player their winnings in full.

I kindly ask you to reconsider your decision.

Hello all.

Thank you for your responses.

First of all, Sorbus, your documents were verified, so there is nothing more we require from you. Everything was ok in that respect.

Secondly, the error made in making a large bet is not the fault of the casino. The rules we have governing the casino are ours, made in line with the Malta Gaming Authority, our licence-giver. We have to abide by those.

Under the licence, we are bound to give nothing, as the player thought may happen. However, due to the player’s honesty, we did want to offer something as a goodwill gesture.

Any offer we make is at the discretion of the casino. I’ve offered 50 zero wager spins which are valued at 10c per spin. That would be the equivalent of your deposit, but there’s no wagering involved.

As wagering is x25, that would mean $5 (free spins) x 25 = $125 saving of wagering.

Hello Michal.

As requested, previous game histories were emailed to you.

Hello again.

As is shown in the previous game histories, which I’ve emailed to you, Michal, the player has disregarded the rules many times but didn’t win for a withdrawal to be made until now.

On this latest occasion, they did and the terms hit their withdrawal request.

Sorbus, we would like to make a final offer of $20, the amount deposited overall, as a cash gift, in good will for your honesty as a new player.

Thanks for clarifying questions about verification and the free spins.

I have played on dozens of casinos and i have sometimes been clumsy in reading the bonus terms. (this is no longer the case)

If there was breach of rules in my earlier gameplays and i would have won its clearly back then it would have been clearly my fault for being negligient about the rules and i would not raise any complaints.

never the less during my last deposit i did look up terms and read and followed them very carefully until i made that one raise from 0.8€ to 2.5€. I had played this game in other casinos and it had never made such leap when raising the bet so i being inpatient i did press spin once.

Im actually curious how did i broke the rules in my earlier sessions? was it the betsize or something else?

Thank you for your response, Galactic Wins Casino. We appreciate your offer as a sign of goodwill.

Dear Sorbus,

Although we would prefer to see the casino pay out your entire winnings, their last offer doesn't seem bad to me, and it's worth considering. Is the latest offer from Galactic Wins Casino interesting to you?

Well that offer is still bad in my opinion considering whole ordeal, but since there is no other options i dont have other choice than accept this offer. But i still would like to know from casinos part what kind of terms i did broke earlier.

Hello again all.

Sorbus, thank you for agreeing to the offer.

To let you know too, the issues shown in the other games were the same as in the one we’re dealing with here. Betting over the 10% allowed amount.

Michal, we do everything to keep our players happy but must protect the integrity of our terms and conditions as well.

As a company run for entertainment purposes, we aim to do our best for all players at all times.

Once this complaint is resolved, we will be happy to add our offered good will gesture to the player.

Could you specify the bet size I was using when I broke the rules? I'm really curious to know how much I was betting since usually I stick to low bets. You can also do this by email if you wish to do so.

And Michael you can close this complaint as resolved. Thanks

Sorbus, I'll email this information to you.

Thank you and thank you Michal too.

Thank you all for your responses.

Dear Sorbus,

Although, as I've mentioned many times before, we would have been happy if the casino had paid out your winnings in full, I must appreciate that the casino has made you a decent offer. While it's not ideal, it's still much better than having to walk away empty-handed, as some other casinos might do.

Can you please confirm that you are satisfied with the offer and can we consider your complaint resolved?

Yea. I do confirm that the complaint is resolved

Dear Sorbus,

Thank you for the confirmation. I'm glad we were able to find a compromise.

We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru