Galactic Wins Casino - Player’s withdrawal is delayed.

I have a pending withdrawal with casino already for 50 days. I made 3 deposits at the beginning of April and won amount. I submitted all necessary documents that KYC department requested. They accepted my documents and started reviewing the withdrawal request. Unfortunately it is still pending and I don't know the reason why. Support is not replying by email. I wrote to them via chat for several times and their reply was always the same that cashout is under review and I should wait.

Dear bambambilulu, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus? 

Could you please specify what types of games you played?

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, 

Veronika

Dear bambambilulu,

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.

Dear Veronika,

Sorry for delayed reply.

Casino finally replied to my email on 04.06.2024 with apologies for delay. They needed additional verification with game provider as they explained. They approved my withdrawal request but now there is an issue with payment processor, so I cannot get my payment on Skrill account as requested but they are asking to send them the recent bank statement. To say truth I don't want to get payment to my bank account. At the moment withdrawal has status "approved" but I didn't get amount on Skrill because of the above mentioned issue. My winning amount is not returned back to my casino account and I cannot request new withdrawal to other payment processor, e.g. to my crypto currency account. I can send reply from casino if necessary. Please, share your email address.

Thanks.

Please forward me all the communication between you and the casino as well as any other evidence that could be relevant to our investigation. My email address is veronika.l@casino.guru.

Has the technical issue with your payment method been resolved in the meantime, or are you still unable to withdraw through Skrill as you wished?

Hello,

I forwarded my communication to your email.

The issue is the same at the moment.

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

Hello, bambambilulu!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello all,

We have reviewed the relevant information regarding player's complaint, and we would like to note the details below.

Firstly, we would like to reference the following clauses of our General Terms and Conditions, in relation to withdrawal processing:

• 9.1 You may request a withdrawal from your existing balance provided that all terms and conditions have been met. Before approving your withdrawal request, we will review your game play for for any deviation from these Terms and Conditions, and the terms and conditions of any relevant bonus.

• 9.4 We maintain a target of three (3) working days for the processing of withdrawals but may not be held liable should we take longer.

• 9.9 In certain cases, we may require that you verify your account and enable payouts by depositing from a bank account or card held in your name. (You may then request a withdrawal of these funds.) We may also require that any payout be paid to a bank account in your name, regardless of your requested payout method.

Secondly, please note that since the source of winnings included a bonus, upon review of the withdrawal request, additional details from the relevant game provider were requested in order to verify the legitimacy of the game play (as specified in 9.1). Unfortunately, this request took much longer than anticipated, however, we eventually received confirmation that the winnings are legitimate, and we are able to proceed with the payout.

On 04-June-2024, we attempted to process player's withdrawal for 427.00 EUR via Skrill (their preferred payment method), however, the transaction was declined due to an issue on the payment processor's side. In turn, we had requested a copy of player's bank statement in order to be able to proceed with the payment via bank transfer. The player was informed of the above the same day, however, the required document/s have not been received yet and the withdrawal process is currently on hold due to this reason.

We kindly invite the player to respond to our document request, so we are able to proceed with the payment accordingly.

Best regards,

GalacticWins Casino

Thank you, GalacticWins Casino!

Is there a way to use withdrawal method other than Skrill or bank transfer? Player has stated that they would like to use crypto, but they are not able to do so because they cannot cancel the withdrawal at the moment.

Hello,

Please note that we do not offer to option to process payments to crypto currency accounts.

We have already provided an alternative to the player, i.e. to pay them via bank transfer, for which we have requested the relevant document for KYC verification. On this note, we would like to inquire if there is any particular reason the player is unable to provide us with her recent bank statement for verification?

Another possible alternative we can suggest is the player to make a minimal deposit using a different payment method (e.g. PIX, available for players from Brazil). Then, should the player wish, the deposited amount can be requested for withdrawal and be added to the total amount for payout.

Best regards,

GalacticWins Casino

Hello,

I uploaded on casino profile a statement and proof of ownership of the account that I use for transfers. Please review them and verify.

Thanks

Hello all,

For record keeping purposes, we would like to note that the document submission by the player has been unsuccessful, and she has been asked to re-submit her bank statement/proof of ownership via the provided link for secure file drop.

Best regards,

GalacticWins Casino

Hello all,

We received a bank statement from the player and attempted to pay her withdrawal to the provided details, however, the transaction failed due to "Invalid Account Number".

Our Finance team requires a valid document proof of ownership for a bank account that the player holds with a physical bank established in Brazil.

Best regards,

GalacticWins Casino

Dear bambambilulu,

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.

We have reopened this complaint by the request of the player.

bambambilulu, in your reopen request you have stated that your casino balance is 0. Is it because you have player your funds away or do you claim that the casino confiscated them?

Hello,

Yes, casino balance is 0 now and withdrawal has status "Approved" but I didn't get anything on my Skrill account as casino had issue with payment processor . It is explained above.

bambambilulu, have you also provided the proof of ownership for a bank account in Brazil?

Dear all,

We would like to note the following in relation to the processing of the player's withdrawal request.

Currently, the withdrawal is still on hold as we have not received the requested payment details from the player in order to execute the transaction successfully.

As our payment processor has ceased processing payments to Brazil via Skrill, using this payment method is not a viable option in this case, unfortunately.

For this reason, we have previously suggested the following possible alternatives:

1) Providing valid payment details for an account the player holds with a bank established in Brazil. (Note we have already received a bank document for such account from the player, however, we require confirmation of their IBAN number in order to proceed)

2) Making a minimal value verification deposit via PIX (a popular online payment method for Brazilian players).

The deposited amount can be refunded to the player along with the amount requested for withdrawal (given that the deposit has not been utilized for gaming on our casino platform).

Once the requirements for either of the suggested options have been fulfilled, we will be able to proceed with the payment.

Thank you all for your patience and understanding.

Kind regards,

GalacticWins Casino

Hello,

Brazilian banks don't issue IBAN.

Hello,

I made a deposit with PIX.

Please, Galactic Wins check my deposit and proceed with my withdrawal.

Thanks.

Hello,

I received amount from casino.

Thank you.

Dear all,

Please feel free to let us know if anything further would be needed from our side.

Best regards,

GalacticWins

Dear bambambilulu,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team