Galactic Wins Casino - Player’s winnings were voided.

I got 7e free at this casino. had to recycle 60 times. I recycled the amount with bets of 60 cents. I went a little while to ask in the chat how much was left to recycle and he said 8e. I went to recycle the remaining 8e with a contribution of 1 euro. Chatti said that everything is ok, you can make a withdrawal, but first you have to deposit 10e to be able to withdraw. I made a withdrawal and sent the necessary documents, which were accepted. I waited 5 days for them to make the transfer, until I noticed that the money had been returned to the account. I went to ask in the chat and they said that the problem was "your withdrawal was denied due to irregular bets by betting 10% more than the bonus amount" On top of that, the bonus was 7e. But tried to explain that this has been rejected because I played the last 8 spins with a bet of one euro, not with a bet of 60 cents. The casino removed the money from the account and said oh oh oh. I also asked if they could just reject the 8 euros that were played with a bet of one euro, but they didn't agree to this.

Can you do anything about this situation, because I think this is complete bullshit.

Dear nikojor123, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

• 1. The use of bonus funds purely to progress through the bonus stages of games.
• 2. Equal, zero or low margin betting
• 3. Betting on a non-slots game, such as a table or card game
• 4. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

Our position is closely explained in the Fair Gambling Codex. 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 nikojor123,

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.