Galactic Wins Casino - Player’s withdrawal is delayed due to unresponsiveness.

Ive played with Galactic wins casino apmost 2 weeks ago. I lade a withdrawal. They asked ke for documentation for verification which I uploaded. Their live chat assistants dont appear anywhere! Ive send several e-mails, but now response. And I just dont get my payout! Theyvare a bunch of thieves and scammers!

Dear ycoetzee26,

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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Were your winnings accumulated with or without an active bonus?

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,

Petronela

I got e-mails that I must send documentation. ID and bankstament. I sent it. Never got a reply back. Does the verification take so long? More than 5 working days?! Im very frustrated and angry!

Hello ycoetzee26,

Have there been any developments since our last conversation, please? 

Hi.

I got an e-mail saying that they received my documentation and its being reviewed. The payout amount is only R1500. Even though my winnings were R3900 and Ive reached the playthrough amount.. ? I will never never ever play woth this casino ever again. Ive never waited so long for a payout! I still think they are just a bunch of thieves! I also havent received any payout. The e-mail was sent to me on Friday.

Hi ycoetzee26,

Do I understand correctly that your winnings were capped from R3,900 to R1,500 after you completed the bonus wagering?

Thank you.

Hi... Yes... I only received the R1500... Can they just take some 9f your winnings?

Hi ycoetzee26,

• Could you please advise which exact bonus you have activated and accumulated your winnings with?
• Please understand that it is nothing unusual to have your winnings capped when you complete the bonus wagering and request a withdrawal of your winnings.

Thank you.

Dear ycoetzee26,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.