Galactic Wins Casino - The player’s winnings were confiscated.

Dear PVD2021,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear PVD2021,

Did you received your withdrawal from casino?

After my withdrawal request, my request was canceled and my balance was reset to zero, citing the fact that I apparently exceeded the maximum allowable bet of 10% of the bonus amount. In my case, with the amount of the bonus from free spins a little more than $15, the maximum allowable bet should be a little more $1.50. I have, judging by the history of about a thousand bets, the maximum were several bets of $1.50. But to my several requests to confirm their statement that I exceeded the permissible bet, I did not receive a single answer. And the balance remains zero.

Could you please forward me your game history in Excel sheet or PDF format? Additionally, please forward me all the relevant communication between you and the casino. My email address is kristina.s@casino.guru. Thank you in advance.

Sent a reply to the e-mail.

Thank you very much PVD2021 for your patience. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, PVD2021,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Galaxyno Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Galaxyno Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What bonus offer did the player use and when was it activated? In case there are special Terms and Conditions for this bonus offer - where can I find them? What was the exact value of the bonus? If we are talking about a breach of the casino's Bonus Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Casino Guru and PVD2021,

We have reviewed this account and withdrawal request once again.

The winnings accrued on the players account were from Free Spins granted upon registration.

Therefore, the winnings from those free spins were considered as the Source of Winnings - a source on which the maximum bet is based.

In this case, it was the amount of USD 9.62.

Our T&C's for playing with a free bonus can be seen here:

https://www.galaxyno.com/en/tnc/free-bonus

In the T&C's, the following is clearly stated:

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 (or equivalent) per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

5. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games)

6. Using a ‘feature buy’ or Buy Pass function within a game.

Seeing as the player made bets of $1.5, he broke our maximum bet rule of 10% of the bonus amount.

I have sent the players game history to this email address - branislav.b@casino.guru

Please don't hesitate to let us know if anything else is necessary.

Regards,

Galaxyno Casino

The representative of the casino told everything "nicely": But I have a bonus amount that had to be played with a wager of x45 not " In this case, it was the amount of $9.62." , and a little more than 15 dollars!!! Why did I have to make a bet more than 680 dollars, so that the bonus balance was transferred to the real one? If I really had " In this case, it was the amount of 9.62 dollars." 440 dollars worth of bets would be enough for me!!!

And as the representative said, it is really possible to increase the rate. But this example is not from my history of bonus laundering.

Greetings all,

Thank you both for all the information.

Dear Galaxyno Casino Team,

I confirm that I received your email. Unfortunately, I am not able to open the attached file from your email. It is a format that I cannot open using common PC software equipment.

Could you please resend me the file in a more acceptable format? For example, an excel file?

In addition, allow me please ask you a few more questions to clarify the situation.

Were the wagering requirements of the originally granted Free Spins upon registration met? If yes - how were those $15 winnings credited to the player's casino account? Was he informed that he still plays with the "bonus money"? If the wagering requirements for Free Spins were fully met, how can the casino still consider them as a bonus or "a Source of Winnings" and apply the mentioned maximum bet rule to them? Are there any other details that have not been mentioned here yet or that I overlooked?

Hello Branislav and PVD2021,

I have emailed the game history again in Excel format. I have marked the players free spins winnings in purple and first bets over 10% in yellow.

Please allow me to clarify the wagering requirements for Free Spins.

Seeing as free spins are set bet amounts for a preset amount of rounds, we cannot attach wagering requirements to them.

Therefore, any Free Spins winnings are added to the bonus balance together with a wagering requirement of x45.

Basically, any winnings from free spins are bonus money and are treated as such.

After that, any winnings from that bonus amount are real money winnings.

Originally, the player had a wagering requirement of $432.9.

Seeing as the bonus amount was $9.62, the player's maximum allowed bet was $0.962.

He made a bet of $1, after wagering $47.4, still within the wagering requirements.

Following that, he made 31 bets of $1.25, after wagering another $92.9.

Therefore, yes, the player was still within the wagering requirements when he breached the T&C's.

We have an open channel to all of our players to contact us via Live Chat or Email, but alas, the player never contacted us with questions regarding the bonus he received.

However, whenever we give out any type of bonus, to any player, we provide the player with the relevant T&C's - Be it via Live Chat, or email - as is what happened in this case.

In addition, this is not the first time the player received and played free spins since he registered with us, therefore, he had access to information and the T&C's several times.

We are committed to fair game and keeping all of our players happy and we are happy to pay out any winnings won on our site within our terms.

Had the player received the free spins as part of a deposit offer / package, I would've been happy to offer a refund for this situation. However, this player has never deposited with us, therefore, there is nothing to be offered.

I would be happy to clarify things further, if it is necessary.

Regards,

Galaxyno Casino

Greetings all,

Dear Galaxyno Casino Team,

Thank you for the detailed explanation and also for your email with the necessary data. Now, the situation is clear. Before, it looked like the player obtained winnings of more than the mentioned $15 and the maximum bet amount was not exceeded during the wagering of those winnings.

However, see my emails (especially the second one) and provide me with clarification, please. Once I have the details, we can move forward.

Additionally, I am sorry for the "rushed" first email. After going through the all information provided by the player and the data given by the casino, a few more questions appeared.

Looking forward to hearing from you.

Hello Branislav,

I have replied to your email.

Regards,

Galaxyno Casino

Thank you for your email and the provided information. Please, see also my last email.

Dear PVD2021,

Where did you get the information that you had to wager over $680? Did you calculate it according to the deducted amount from your winnings upon a withdrawal request? Where did you find this information, please?

Hello!

I already answered in previous messages that all the time when I played the wager ×45, the balance amount was bonus. Only when I made a bet in the amount of about $ 680, the bonus balance turned into real. I made several more bets. When on my balance was barely more than $300, I tried to withdraw the winnings. But the system allowed me to withdraw only $285 minus $15 and a few cents, which were the initial amount of the bonus that had to be withdrawn.

But the withdrawal was cancelled, the money was not returned.

Dear PVD2021,

I am sorry for the delayed reply.

Although you wrote several times about the wagering requirements, until now, you have not provided me with the information that I asked for.

Where were these wagering requirements or remaining wagering displayed or where did you check this information in your account? How did you find out that your bonus money was released only after you wagered more than approximately $680?

This information is not in the gameplay history provided and cannot be checked there.

Hello!

The casino website has only such information.

At the beginning of wagering, the bonus balance showed barely more than 15 dollars.

Unfortunately, I didn't take a screenshot because I didn't think there would be any trouble.

The amount of the stake required for playing and the progress of playing are not shown anywhere on the site. There is simply no such option!

I constantly reviewed the balances so as not to miss when I played the entire wager.

When this happened, the bonus balance was transferred to the main one.

I made a few more spins. When the balance was a little more than $300, I made a request to withdraw $300, but the system allowed only $285 minus the bonus amount

I have now manually counted the amount of bets made for this session from the game history. It is over $700.

So I definitely played the bonus of 15 dollars with a few cents. But I did not exceed the permissible 10% bet from the bonus amount.

By the way, this is the first time I have encountered such a restriction. Usually, the maximum bet for playing is 4-5 dollars.

By the way, the casino blocked my account in general. Probably because of my complaint to you.

Greetings all,

I am sorry for the delayed reply.

Thank you, PVD2021, for the explanation.

Dear Galaxyno Casino Team,

Could you please look at my last email and provide me with the details?

Unfortunately, the last provided data does not meet the previous requirements and we cannot consider it sufficient to support the casino's claims.

Looking forward to hearing from you.

Dear PVD2021,

I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information and data, we are closing this complaint as unjustified due to breaching the casino's Bonus Terms and Conditions - the maximum bet amount while playing with the bonus was exceeded. You are not entitled to the winnings obtained from this bonus. Moreover, the casino has the right to close a player's account anytime, and your balance was zero.

The casino was able to provide us with enough data to confirm its claims. Although your initial bonus balance or a final deduction could have been $15,06, this amount includes all lastly activated bonuses (16 bonuses). All of them were lost and the last bonus was $9,62. Therefore, the maximum bet was not $1,50, but approximately $0,96. Since you cannot prove that $15,06 was in your bonus balance at the beginning and the wagering requirements were set accordingly, unfortunately, it is just your claim and we cannot consider it relevant.

Assuming that you were aware of the rule stating the maximum bet amount and the value of the last bonus, and the fact that you accepted the casino's Terms and Conditions upon registration or claiming the bonus, the casino acted correctly and within its rules.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Galaxyno Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru