Galactic Wins Casino - The player's dissatisfied with his bonus.

I deposited and applied the promotion to my deposit. The promotion was 50 wager free spins on book of gols double chance. The value of the spins was minimum value of the game. When i opened the game the bet was not minimum value of tje game but 20 x less. Please assist

Hello 2darryn2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Galaxyno Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Was this your first ever bonus claimed in the casino? When was the last time you spoke to the casino and what was it about?

I've also opened the mentioned slot in the casino and I can see different bet options there:

Looking forward to your answer.

Regards,

Nick

I have not yet been verified as i have not been lucky enought to make a withdraw. I have claimed other bonus before. I spoke yesterday with the casino. And regarding your reply about bet options is that pounds or dollars? Because i bet with south african rands which min bet is R2. I spome last to them yesterday and was told that i must email the support team but i get no reply via the email. So i continue to contact them through live chat. As i mentioned before i have not yet played my no wager free spins because the terms and conditions state that if there is a problem with the bonus i must contact them before playing them .

Hello 2darryn2,

The bets were visible in the demo mode.

Can you please forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?

I dont know how to upload the chats

Hello 2darryn2,

Please understand that most casinos have outsourced live chats and the can do basically no action on player accounts. Can you please forward your e-mail request sent to the casino to nikolas.b@casino.guru which would show that you have contacted them that way and they did not respond?

I have sent of the email as you requested. Thanks.

Just so you know the casino contacted me in the week stating that the value of the spins are correct. As i have read the t&c of the promotion and understand that they are wrong. Because is says clearly value of spins €0.10 or equivalent. And once converted into South African Rands the value should have been R1.70

Thank you 2darryn2 for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello 2darryn2,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Galaxyno Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Galaxyno Casino,

 

Can you please provide more information regarding the value of the free spins?

 

Kind regards,

Adam

tthis is the minimum bet i can play when i play on galaxyno casino.

this is the of the spins i recieved.

tthis is what the promotion t&c says.

Hello Adam and 2darryn2,

We have looked into this with the Game Provider before and were informed that this amount is correct.

We will open the request to check this again.

Please allow us some time to look into this.

Regards,

Galaxyno Casino Representative.

Hello Galaxyno Casino,

Thank you for the additional information. We will extend the timer while we await a further update.

Kind regards,

Adam

Hello Adam and  2darryn2,

We have contacted our Technical Team and we can see that the player was correct and there was in fact a technical failure.

We are currently fixing the issue and it should be ready tomorrow.

We can add the spins to the player then.

As long as the player confirms that this is satisfactory for him, we will proceed.

Regards,

Galaxyno Casino Representative.

Thank you for the information, Galaxyno Casino.

Dear 2darryn2,

Please confirm if this is acceptable to you.

Kind regards,

Adam

I will accept if my 50 wager free spins are at minimum value of the game. R2.00.

AND I EXPECT THE CASINO TO ADD ME SOME FUNDS AS A GOODWILL GESTURE. because there live chat agents where very rude and would cut me off the chats. Which i think is totally unacceptable from a online casino. Thus matter has been on going for a month now. So i hopee they understand where i am coming from.

I thought galaxyno casino where gonna add the spins today

Dear Galaxyno Casino.

Can you please provide an update on the situation?

Kind regards,

Adam

Hello Adam,

The spins have been added for the player.

We encourage him to clear his cookies and cache and try again.

If he is encountering any issues, we encourage him to contact our Live Chat for technical assistance.

Regarding his request for a good will gesture, we encourage him to come discuss it with us again on our platform.

Regards,

Galaxyno Casino Representative.

Thank you for your response, Galaxyno Casino.

Dear 2darryn2,

Please check your account as mentioned, and let us know if you have indeed received the spins and if you have spoken to the casino.

Kind regards,

Adam

I have not spoken to the casino. And the value of the spins are still R0.10 and must be R2.00.this is so frustrating

Hello Darryn and Adam,

Today we have tried to resolve the issue again, but seems our technical team must look into it again.

In the meantime, our chat operator has offered the player to give him a cash bonus in the amount of ZAR100, which he can play in rounds of ZAR2 on the same game he was supposed to get the spins, to resolve the issue faster.

We believe that is a fair offer as we don't want the player to wait longer.

Unfortunately, the player has left the chat and wasn't willing to accept the offer.

We are truly trying to reach a solution for this, however, I'm afraid I'm not sure how long a technical fix will take.

I urge the player to accept our offer - it will have the exact same affect. He will be able to play 50 rounds of ZAR2 on the game Book Of Gold: Multichance.

Regards,

Galaxyno Casino Representative.

When you play at a casino there is terms and conditions that you have to follow. But the casinonhas no terms and conditions to follow. I paid for a promotion i expect to get the offer i paid for. Thats that! I would not have paid my hard earned money for something i dont want. So what the casino basically offered me was not to my satisfaction. Basically comes down to the fact that i must follow there rules so i expect the casino i play at to follow the rules also. I will upload the chat session. How do i ipload a chat session

Dear 2darryn2,

The offer that the casino has made does seem fair as a solution to resolve the issue faster, if there is a technical issue it may take some time to find a solution. Can you please clarify why you do not wish to accept this?

If it is easier, please feel free to send any relevant chat sessions attached via e-mail to adam.m@casino.guru.

Kind regards,

Adam

I believe they could.of offered me more because they were saying in the chat that the spins they had given me where 100% more than originally. So i expected twice the value of what the spins where worth.

Hello Adam,

We believe in fairness and compensating our players to the fullness of our ability.

In this case, we have have tried to bring this to a resolution - our agent has spent approximately an hour with Darryn, trying to add the correct spins for him and invoking the help of 2 other departments to try to resolve the issue.

Once it became clear that it will not be resolved immediately, she offered an equivalent bonus.

We truly believe we treat all of our players well, unfortunately, it seems we are unable to meet the expectations of this player.

Should the player agree, we will add the aforementioned cash bonus or we can give him a refund of the deposit for which he didn't get the promotion.

Regards,

Galaxyno Casino Representative.

You can refund my deposit. Thanks

Hello all,

I have reviewed the chat logs supplied by the player. While the information provided to the player was a little confusing, it does seem that the casino has sufficiently tried to resolve the situation, and when they couldn't they have offered a suitable alternative.

I appreciate the player's frustration, and perhaps it would have been a kind gesture of the casino to offer something for the inconvenience caused, but this is not mandatory and we cannot penalize the casino for not doing so.

Dear 2Darryn2,

I am sorry that you have not had a good experience at this casino, and that you find the remedy offered to be unsuitable. however, you have now agreed to have your initial deposit returned to you. Please let us know when this has been received, and we will close this complaint.

Kind regards,

Adam

I am still waiting for galaxyno casino to return the deposit into my bank account. Thanks

I am still waiting for galaxyno casino to return the deposit into my bank account. Thanks

Hello all,

I have opened a request for this refund to our financial team and they are processing it.

The player will be notified by email once the process is complete.

Regards,

Galaxyno Casino Representative

Galaxyno casino have emailed me regarding my refund. Which they have managed to refund me for the incorrect promotion.

The promotion they have to refund me for is this one.

I struggle to understand and i am starting to believe that they are doing this on purpose.

Me as a player need to be so careful when i play with bonus not to go against the terms and conditions of the bonus or promotion. Once i violate the terms and conditions i suffer the consequence of forfeiting my bonus funds. Yet the casino can make mistake after mistake with not suffering the consequences of these action which i think is very unfair.

Yet if i ask galaxyno casino for a gift for the inconvenience they have caused they deny. How many more time are they going to mess up this problem. All they needed to do was refund me for the book of gold double chance promo. They were unsuccesful. I will not accept this refund please fix this.

can galaxy casino tell me why they never refunded my full deposit i made?

Hello all,

We have looked into this, and it seems our Financial Team has made a mistake.

We apologies for any inconvenience caused.

The mistake has been corrected and the player will get the rest of his refund - we have already processed it.

Thank you and regards,

Galaxyno Casino Representative.

This mistake has cost me a R160. Because þhe casino cancelled the first deposit R75 it has now cost me R160 in debit order fees.

surely the casino must be held responcible for this

Yesterday galaxyno casino emailed me to let me know that my refund will be in my account shortly. So i updated the complain with this information telling them that the amount is incorrect before they had made the payment. My update to this complaint went unnoticed and the payment was made on there behalf. Then today they reverse the payment which has be charge to my account at R160.00 zar. Why didnt they contact me to ask permission to take my money out the account? Also now they must return my deposit of R150.00 again and i would like to know whats going to happen about the R160.00 bank charges that i incurred. Bank statment will be uploaded once requested.

i do apologise for adding to the complaint all the time. Well as i mentioned before. Galaxyno casino reversed the R75 payment which cost me R160. But now again i recieve a email

Telling me again that they have approved my withdraw request of R75. So again they will reverse the payment and again i will be charge R160. Please assist me. Why can they not just have returned my deposit of R150. I am starting to believe they are doing this purposefully because it is mistake after mistake.

Dear 2darryn2,

Please do not apologise for adding to the thread, any information you feel may be relevant can only serve to help us in reaching a resolution to this case.

Dear Galaxyno Casino,

Can you please explain why the transaction has been reversed, causing the player fees on their account?

Kind regards,

Adam

Dear Adam

I am not sure if you understood me correctly but galaxyno casino have done it once again and will only refund R75 of my deposit as i have recieved a email confirming this.

I have sent a email to support to hopefully prevent the situstion from happening again. I just hope they pick up on this mistake before it happens again.

Hello 2darryn2,

Thank you for the clarification. We will wait for the casino to reply. Hopefully, they can shed some light on what the problem is.

Kind regards,

Adam

Hello all,

We apologies for the mistake caused by our finance team.

They made a mistake of refunding ZAR75, rather then ZAR150. And we have done another transaction of ZAR75 to correct this error and complete the amount.

However, we processed both refunds via a wire transfer. Therefore, no reversal fees should be incurred.

In addition to that, we have not reversed the first transaction, but simply added another payment.

Lastly, we would like to point out that BooCasino and Bcasino are also owned and operated by us. Therefore, all deposits made on those sites will appear under the same name "Green Feather Online". I have checked the players accounts on those sites and it seems he kept on depositing and playing there - therefore, those negative transactions on the statement posted, are reflective of his deposits there - not of a reversal done by us for this refund.

Regards,

Galaxyno Casino Representative.

Dear 2darryn2,

Can you confirm if you have deposited and played at the other casinos mentioned?

Could the debit fee shown be related to an unrelated transaction? The fee in question seems to be for a recalled EFT debit payment, is this not a recall of a payment initiated by you as the account holder?

Kind regards,

Adam

I am currently sitting in the bank branch and are investigating. Yes i apologies and confirm that i am mistake. Deepest apologies

Thank you for clarifying the situation, 2darryn2.

Please let us know when the second half of the refunded deposit has been received, and if then you are happy to consider the matter resolved.

Kind regards,

Adam

I have not requested any recall of payments and the bank is investigating this matter. I was mistake about galaxyno casino requesting this and once again i apologise.

I have recieved the funds thsts casino guru for assistance me.

Galaxyno casino may now put the cash funds into my account for the inconvenience.

Dear 2darryn2,

I am glad to hear that you have received your payment.

You have previously agreed with the casino to have your deposit refunded instead of having the cash bonus added to your casino account. As your deposit has now been refunded, we believe that the matter should now be closed as 'resolved'.

Can you please confirm if you agree with this?

Kind regards,

Adam

Yes. I agree.

I do believe that galaxyno can still give me funds as an apology. Its not a must. But would be nice.

Dear 2darryn2,

As you have confirmed that this matter has been settled,  I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Adam