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

Have copied transcripts of conversations I've had with GalacticWins and had a chat with an agent by the name of Ton who would not put me through to a Team Leader and just ended the conversation saying that it would take 45 minutes to resolve and hung up. They have deleted all transcripts of conversations from 30th of November to today. Which doesn't matter cause I've copied these. They have been given enough information proving who I am and are still giving me the run around.

Dear afamilionaafa,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm that you passed the full KYC verification?

Have you submitted a document proving that you are the owner of the Skrill wallet that you used for depositing money into this casino?

Have you submitted a document proving that you are the owner of the VISA card you used for depositing money into this casino?

Have you provided the casino with the transaction statements showing the deposits made into this casino using your VISA card and your Skrill wallet?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Hi Veronika, I have been contacted by GalacticWins Support and they have advised me of what else I need to process the 600 nz dollars payment. I have given them proof of my physical address in the form of a Bank Statement and also confirmed everything as per their request. Am now awaiting payment confirmation to my Bank.

Hi Veronika, 600 nz dollars has been deposited into my Visa debit card account as of yesterday and I consider this complaint resolved. I'd like to thank you for all your help with this matter.

Kind regards

Afamiliona A.

Dear afamilionaafa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru